Customer Service Representative

TITLE:

Other

JOB CODE:

N/A

FLSA:

Non-Exempt

SALARY GRADE:

Grade 3

CATEGORY:

Full-time

UNION REPRESENTATION:

CWA 7901/9412

SCHEDULE:LOCATION:

Monday-FridayOn-Site

SUPERVISORY ROLE Y/N:REVISION DATE:

N10/2025

POSITION OVERVIEWCustomer Service Representatives (CSR's) are responsible for delivering extraordinary customer service and helping customers reach their financial goals by cross-selling bank products and referring customers to the Branch Manager or Senior Relationship Banker.

A CSR is the main point of contact for customers and prospects visiting the branch and need to provide a high level of service by responding to customer inquiries, processing transactions, resolving issues, or referring them to the appropriate branch employee for assistance fulfilling a service request, new product or service.

This position is a unionized position through the Communication Workers of America

ESSENTIAL DUTIES

Assist customers with consumer and commercial transactions, requests, and inquiriesMaintain a cash drawer within the assigned cash limits and meet cash balancing requirementsProcess transactions efficiently and _securely while adhering to bank policies consisting of cash handling procedures, operational and compliance procedures, and Custom.er Identification procedures.Engage customers in conversations, listen to identify then recommend appropriate bank products and services to best meet customers' needsIntroduce your customers to the Branch Manager or Senior Relationship BankerTrain customers on the digital, on line, and ATM options that make banking easierParticipate in sales promotions and meet monthly sales goalsBe a Continuous Learner. Participate in training programs that expand job knowledgePerform back-up duties such as remote branch capture when necessaryMay open new safe deposit boxes for customers and/or assist customers gain access to their existing safe deposit box adhering to all safe box procedures (applies to branches with safe deposit boxes)When necessary, advise customer when holds are placed and availability of fundsAssist customers in ordering checks, endorsement stamps, and other accessories requested by customersAssist Branch Operations Manager (BOM) in ordering, receiving, verifying, and distributing cashAssist BOM or other branch employee to compile ATM deposits, night deposits, and mail-in depositsPromotes the Bank's products and services, consistently cross-selling products at every opportunityAnswers and directs calls as neededMay assist in branch administrative tasks such as helping the BOM prepare copies to train new procedures.May assist the loan servicing department as needed.Displays and supports the Bank's mission, vision, values, goals and culture at all times through one's personal behavior, actions and decision making.Manage individual risk related to credit, operational, reputational, regulatory and legal aspects of interactions and transactions done personallyEnsures compliance with all state and federal regulations and internal company policies, including but not limited to BSA/Anti-Money Laundering, Fair Lending, Privacy, and Anti-Discrimination, to the extent each applies to current job responsibilities.Completes all online compliance training as assigned within specified due dates

The position performs duties specific to the position and other functions as assigned.

ROLE COMPETENCIES

Customer supportTime ManagementTask ManagementInitiative

Effective communicationAttention to detailAdaptabilityCollaboration

ENVIRONMENT, PHYSICAL & MENTAL ACTIVITIESThe incumbent is in a non-confined office-type setting in which they are free to move about at will. It may include some minor annoyances such as noise, odors, drafts, etc.

The incumbent in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 10 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.

The incumbent for this position may operate any or all of the following: personal computer, cellular telephone, printer, fax, and other standard office equipment.

The incumbent in this position must be able to accommodate reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks and constant interruptions.

The work environment characteristics, physical and mental demands described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

POSITION REQUIREMENTSMinimum Qualifications

Excellent customer service skillsStrong organization & time management skillsTeam-oriented, approachable and work well with othersPossess strong oral and written communication skillsStrong math and problem-solving skillsProficient in use of Microsoft Office applications.High School diploma or equivalent work-related experience

Preferred Qualifications

A year of experience or commensurate training in retail activities, including sales and cash handling

Management reserves the right to change this position description at any time according to business needs.