Customer Service Representative II; Universal Banker

Description

The Customer Service Representative II/Universal Banker serves as the primary face of John Marshall Bank, responsible for providing exceptional customer service while opening accounts and accurately executing routine and complex financial transactions. This role balances operational excellence, strict regulatory compliance, and a consultative sales approach to support branch performance and community growth.

• Deliver exceptional experiences by building rapport and responding to inquiries from customers, peers, and internal and external partners.
• Process new accounts and standard and complex financial transactions such as wires, research requests, CD maturities, loan payments, stop payments, and other routine transactions.
• Identify customer financial needs and effectively cross‑sell, promote, and refer appropriate banking products and services.
• Manage physical branch cash by counting balances, preparing secure cash shipments, and verifying all end‑of‑day balances.
• Enforce regulatory laws and bank compliance and safety guidelines via Currency Transaction Reporting (CTR) and Customer Identification Programs (CIP) and standardized procedures.
• Mitigate operational and financial risk by reviewing cash and check endorsements to catch counterfeit bills or fraudulent items.
• Assist with coaching and supervising assigned teller activities and new teller training.
• Maximize branch optimization by leveraging bank digital platforms, assisting with general operations support, and actively monitoring the physical facility.

• High school diploma or equivalent.
• 1 year of experience in a bank branch setting.
• Associate or bachelor’s degree (preferred).
• 3‑5 years of experience in a bank branch setting (preferred).
• Exceptional verbal communication and customer service skills.
• Critical thinking to analyze customer profiles and uncover hidden needs, pairing tailored services to secure long‑term client trust.
• Math proficiency: strong basic math skills for calculating totals and balancing ledger logs.
• High attention to detail with the ability to spot fraud and maintain strict confidentiality.
• Technical literacy: comfort navigating digital banking platforms, internal systems, and basic office software.

• Medical
• Dental
• 401(k) Retirement Plan with an Employer Match
• Vision
• Employee Assistance Program
• Flexible Spending
• Transit Reimbursement
• Long Term Care
• Paid Time Off
• Life and Disability Coverage

John Marshall Bank is an Equal Opportunity Employer.

At this time, John Marshall Bank will not sponsor a new applicant for employment authorization for this position.