Teller​/Customer Service Representative

The Customer Service Representative delivers outstanding service to develop, retain, and expand customer relationships. This role requires a commitment to understanding customer needs and providing tailored financial solutions through expert knowledge of the bank’s products and services. The Customer Service Representative builds trust by consistently demonstrating professionalism, accuracy, and a helpful attitude in every interaction. This individual serves as a key point of contact in the branch and plays a vital role in maintaining high customer satisfaction, supporting teller operations, and identifying opportunities for growth and retention.

• Is available to answer questions and guide teller staff as needed.
• May assist management with other supervisory functions as delegated.

Reports to: Retail Banking Manager

• Adheres to compliance with company policies, as well as all federal banking regulations and requirements, including those for consumer protection and the Bank Secrecy Act/Anti-Money Laundering Program.
• Maintains expert knowledge of products, services, and retail banking policies and procedures.
• Demonstrates optimal internal and external customer service in every interaction by collaborating with a friendly, pleasant, and helpful attitude.
• Consistently identifies and acts on opportunities to recommend appropriate bank products and services as practical solutions to customer needs, and to support growth of the branch.
• Proactively reaches out to customer base to maintain and strengthen banking relationships through courtesy calls. Includes new customer calls, established customer calls, and maturing certificate of deposit calls.
• Responsible for opening accounts and performing maintenance on accounts according to bank policy and procedures.
• Handles bank account closures, including interviewing the customer to understand the reason, and offering possible solutions to retain the relationship.
• May assist management in processing, gathering documentation or corresponding with loan applicants throughout the lending process.
• Effectively handles all customer complaints. Provides applicable solutions or alternatives to provide the best possible outcomes and exercises sound judgement when making decisions and exceptions that affect the customer, employee, and the bank.
• Reviews legal documents related to account openings, ownership structures, and customer transactions to determine acceptability. Exercises sound judgment and decision-making to ensure compliance with bank policies and regulatory standards.
• Ensures compliance with the Customer Identification Program (CIP) and the Bank Secrecy Act (BSA), including identifying and reporting red flags associated with identity theft, fraud, and suspicious activity.
• Accurately sets up and maintains all account ownership types (individual, joint, business, fiduciary, etc.) in accordance with legal requirements and bank procedures.
• Follows and upholds procedures for safe deposit box access, documentation, and security, ensuring strict adherence to applicable regulations and bank policies.
• Assist management in coaching team on customer service standards and initiatives.
• Actively engage in community affairs within the market area of the branch; promote the company’s brand .
• Supports teller line by assisting with day-to-day functions including operating a cash drawer as needed.
• Participates on internal committees or strategy teams as needed to improve bank policies, procedures, and culture.
• May assist in training and development of newly hired bankers.
• Keeps management informed of essential information
• Performs other related duties as assigned.

• High school Diploma…