Head Customer Service Representative

## Head Customer Service Representative Apply remote type:
On Site locations:
Nashville, TNtime type:
Full time posted on:
Posted 3 Days Agojob requisition :
JR1000145

It's fun to work in a company where people truly BELIEVE in what they're doing!  We're committed to bringing passion and customer focus to the business.

Head Customer Service Representative

Location:

Nashville - West End office
** If you’re looking for a career where purpose meets opportunity, and where your contributions truly make a difference, Wilson Bank & Trust is the place for you.
** ABOUT USWorking at Wilson Bank & Trust means joining a purpose-driven organization where community impact and professional growth go hand in hand. The commitment to serving communities is matched by dedication to supporting employees—through recognition, rewards, and opportunities to grow. Inside our walls, you’ll find a workplace that reflects the same trusted reputation we’ve built since the beginning. Collaboration and servant leadership are at the heart of everything we do, creating an environment where talent is valued and service is elevated.

Your voice matters here—feedback drives decisions on workplace flexibility, transparency, and strategic priorities.

ABOUT THE POSITION
** Be the Face of Our Legacy
** Imagine starting your day in one of our 32 office locations, greeting neighbors who soon become more than customers—they become part of your story. In a Retail role, you’re the trusted face of Wilson Bank & Trust, building relationships that last for generations. You’ll know the “regulars” by name, and they’ll know you as “their banker”, the person they turn to for life’s most important financial decisions.

Over time, your career grows alongside theirs—you’ll teach the next generation of bankers while still cheering on the families you’ve served for years. This isn’t just a job; it’s a chance to become a cornerstone in your community and a lifelong partner in people’s financial journeys.

Position Summary The Head Customer Service Representative provides leadership to customer service representatives at a specific location including training, coaching and mentoring. This position performs bank office activities to include providing service and support to customers, receiving deposits, processing checks, dispersing funds, verifying the accuracy of transactions, and handling complex or escalated customer account transactions. The Head Customer Service Representative reports to the Office Manager and provides excellent service and support to team members and customers while demonstrating the Company’s values and supporting the mission.

Position

Duties & Responsibilities
* Provide leadership to Customer Service Representatives (CSRs) at a specific location including training, coaching and mentoring
* Prepare work schedules for CSRs
* Provide input for CSR performance appraisals and 1:1s
* Handle complex or escalated customer account transactions
* Serve as subject matter expert regarding policy, procedure, system functionality, and banking regulations related to customer transactions
* Balance vault on a daily basis
* Perform CSR audits as required by policy
* Order and ship currency for a specific location to include processing of mutilated currency
* Perform bank office activities to include providing service and support to customers, receiving deposits, processing checks, dispersing funds and verifying the accuracy of transactions
* Guard against loss by ensuring safekeeping of money in cash drawer and prompt accounting or transfer of funds. Identify fraudulent activity.
* Enter transactions in bank’s recordkeeping system, recording all transactions and producing customer receipts
* Perform teller capture duties
* Identify and capitalize on opportunities…