Customer Service Specialist (Teller)

WHO IS SOLUTIONS BANK?
Solutions Bank is a community-focused financial institution with locations across Northern Illinois. We are committed to delivering the personalized service of a small bank, backed by the technology and solutions typically found at larger institutions. Our goal is to enrich the lives of our customers, employees, and communities through innovative, meaningful experiences that foster lasting relationships. Our mission is to provide smart, reliable banking solutions that let our customers spend less time on financial tasks-and more time on what truly matters to them.

WHAT MAKES SOLUTIONS BANK DIFFERENT?
We understand that no two individuals are the same-and no two employees' career paths will be the same. We are committed to creating a personalized employee experience and helping each individual find a career path that aligns with their strengths, interests, and goals. Our management team prioritizes bettering the lives of our employees by offering educational opportunities, competitive benefits, flexibility, and work-life balance. If you are looking for the opportunity to grow both professionally and personally, ask what being part of the Solution can mean for you!

WHAT IS A CUSTOMER SERVICE SPECIALIST/TELLER?
Our Customer Service Specialists are the first point of interaction for customers as they enter the bank and are the face of Solutions Bank to our customers. Customer Service Specialists assist customers with their daily banking transactions, answer incoming calls, and provide quality customer service to external and internal customers. The individual hired for this role will work a varied schedule, including several Saturdays per month, and will work in our Freeport and Durand offices. Individuals who are enthusiastic, outgoing, and driven will thrive in this role.

HOW WILL A CUSTOMER SERVICE SPECIALIST SPEND THEIR TIME?
Creating an exceptional customer service atmosphere by treating customers with patience and attentiveness.

• Assisting customers with a variety of banking transactions and other banking needs in the lobby and drive-thru.
• Answering the phone and assisting callers or directing calls to other departments.
• Protecting customers and the bank by following security procedures, recognizing potential fraud and scam activity, and educating customers on fraud prevention and safe banking practices.
• Maintaining and balancing a cash drawer, including locating and correcting offages when needed.
• Communicating with customers and coworkers via email, phone, and mail.
• Completing training and learning how to improve in your current role and prepare for future growth.
• Working with a talented and diverse team of coworkers across departments and locations.
• Maintaining your composure when assisting an upset customer using your emotional intelligence and problem-solving skills.
• Seeking out additional duties, including reports, filing, scanning, and other office responsibilities.

WHAT TYPE OF TRAINING WILL I RECEIVE?
During your first two weeks, you will receive one-on-one training in a classroom setting. You will be given a strong foundation of banking knowledge, get to know Solutions Bank as a company and begin learning the fundamentals of your position. After this initial training period, you will continue your training by working side-by-side with one of our talented team members while assisting customers.

WHAT SOFT SKILLS DOES A CUSTOMER SERVICE SPECIALIST NEED?
What are soft skills? Soft skills are personal attributes that directly relate to how well you can work with and interact with others. Soft skills are difficult to teach and are important to long-term success. They are also transferable across industries and careers. The soft skills that a successful Customer Service Specialist may possess include communication, consistency, dependability, problem-solving, critical thinking, self-direction, adaptability, flexibility, conflict resolution, integrity, empathy, and cooperation.

WHAT HARD SKILLS MIGHT A CUSTOMER SERVICE SPECIALIST HAVE?
Hard skills are the abilities you gain through education, training, and experience that often relate directly to a specific job or industry. The hard skills that a Customer Service Specialist may possess include proficiency in cash handling, computer knowledge including Microsoft Office, basic accounting knowledge, knowledge of banking standards, knowledge of bank products, and knowledge of Fiserv Precision.

WHAT IF I DON'T HAVE BANKING EXPERIENCE?
Don't have banking experience but possess strong soft skills and a desire to establish a career? We have a fantastic training team that can teach you the duties and responsibilities required for the position. Ongoing training is provided to ensure employees continue to grow and thrive with Solutions Bank

WHAT ARE THE PHYSICAL DEMANDS AND WORK ENVIRONMENT OF THIS ROLE?

• Office environment with a moderate level of noise.
• Minimal lifting of up to 30 pounds.
• Frequent use of telephone, copier, computer, fax machine, and other office equipment.
• Prolonged sitting or standing.
• Frequent mental and visual concentration.
• Occasional travel for training, meetings, and assisting other locations.

The above statements are intended to describe the general nature and level of the work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, or requirements.

WHAT COMPENSATION AND BENEFITS ARE OFFERED AT SOLUTIONS BANK?
This is a salaried, non-exempt position with a hiring pay range of $31,200 - $40,000, which reflects what we reasonably expect to pay candidates who meet the standard qualifications and experience level for this role. Our internal pay structure for this position extends beyond this range to support ongoing growth, skill development, and performance progression over time. Actual base pay will vary depending on job-related knowledge, skills, and experience.

Solutions Bank offers medical, dental, vision, life insurance, accidental death and dismemberment insurance, long-term disability insurance, and a 401(k) Profit Sharing Plan with a non-discretionary company contribution.

Paid time off benefits include vacation time, sick leave, Illinois Paid Leave for All Workers leave, paid volunteer time, and holiday pay.

EMPLOYEE TYPE: Full-Time Non-Exempt and Eligible for Overtime

AVERAGE HOURS: 40

LOCATION: Freeport, Illinois and Durand, Illinois

INDUSTRY: Banking - Financial Services

JOB TYPE: Banking, Customer Service

MANAGES OTHERS: No

Solutions Bank is committed to cultivating an environment that promotes diversity as a fundamental value. We welcome employees with a range of experiences, backgrounds, and perspectives. Solutions Bank is an Equal Opportunity Employer.