Customer Service Representative; CSR Floater

Job Details

Job Location:

Waverly Branch - Waverly, NE 68462

Position Type:
Full Time

Reports To:

Branch Manager, CSR Team Leader

Branches Supported:
Waverly Branch, Grainger Branch, Old Cheney Branch

The Customer Service Representative (CSR) Floater serves as the first point of contact for customers across multiple branch locations, delivering friendly, personalized service that reflects the values of the First State Way. This role supports various branches based on scheduling and staffing needs, requiring flexibility to commute to different assigned locations. Responsibilities include processing financial transactions, opening and closing deposit accounts, resolving inquiries, and identifying opportunities to connect customers with helpful products and services.

CSR Floaters play a critical role in ensuring a welcoming environment at each branch they support by creating positive experiences and building trusted relationships with every customer interaction.

• Provide outstanding service by greeting customers promptly and warmly, using their name when appropriate, and creating a welcoming atmosphere.
• Accept, verify, and process customer transactions accurately and efficiently.
• Balance and maintain a cash drawer(s) daily, ensuring accuracy and adherence to security protocols.
• Respond to customer inquiries in person, over the phone, and via email. Assist with basic Internet banking and card services, and direct more complex issues to the appropriate personnel.
• Promptly and professionally answer incoming calls, introducing yourself clearly and offering assistance.
• Open and close all types of deposit accounts, ensuring completion of all necessary documentation and procedures.
• Follow up with customers on outstanding items or questions to ensure resolution and satisfaction.
• Maintain flexibility in scheduling to support branch coverage and work effectively across multiple locations as needed.
• Engage with customers to understand their needs and connect them with appropriate products, services, or team members to ensure a tailored experience.
• Complete assigned CSR duties, daily responsibilities, and training requirements in a timely and consistent manner.
• Participate in ongoing learning and stay informed about bank products and services.
• Support branch operations, including opening and closing procedures, as needed.
• Perform additional duties as assigned to support customer service and operational goals.

• Exhibit professionalism in appearance and attitude, maintaining confidentiality and ethical behavior at all times.
• Provide timely assistance and support to both co‑workers and customers, ensuring exceptional service and accurate information.
• Demonstrate a commitment to The First State Way by upholding First State’s customer service standards in all interactions, fostering positive relationships with both external customers and internal team members.
• Adhere to regular attendance, punctuality, and break schedules.
• Take responsibility for personal actions and be accountable for performance.
• Promote and cross‑sell company services while participating in training opportunities as required.
• Complete annual bank‑wide training as required, ensuring all necessary knowledge and skills are up to date.
• Remain vigilant and knowledgeable about crisis procedures, including emergency protocols such as robbery.
• Comply with all bank policies, procedures, and regulations, and report any concerns to Human Resources or upper‑level management immediately.

• Proficient in Microsoft Office and general office machinery.
• Attentive to detail with a high degree of accuracy.
• Self‑motivated and capable of working independently.
• Effective at interacting with customers, management, and other employees.
• Strong critical thinking, problem‑solving, and analytical skills.
• Excellent customer service orientation and communication skills, both verbal and written.
• Flexible and able to work under pressure, prioritize tasks, and meet deadlines.
• Well‑organized with a courteous and diplomatic approach.
• Demonstrates sound judgment and strong organizational skills.
• Able to hear and…