Customer Service Representative; CSR

Join a team that puts people and community at the center of everything we do. Our Customer Service roles create the welcoming, relationship-focused experience First State is known for, helping customers feel supported and valued with every interaction.

At First State, we’re looking for friendly, smiling faces who enjoy connecting with others, solving problems, and creating memorable experiences. If you love making a positive impact and want to be part of a team that treats customers like neighbors, you’ll feel right at home here.

Job Title:

Customer Service Representative (CSR)
Status:
Non-Exempt

Reports To:

Regional Manager

Supervisory Responsibilities:

N/A

Job Summary:

The Customer Service Representative (CSR) serves as the first point of contact for customers, delivering friendly, personalized service that reflects the values of the First State Way. This role involves processing financial transactions, opening and closing deposit accounts, resolving inquiries, and identifying opportunities to connect customers with helpful products and services. CSRs play a critical role in ensuring a welcoming branch environment by creating positive experiences and building trusted relationships with each customer interaction.

Essential Functions:

Job Specific:

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.

Bank Specific:

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.

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.

Knowledge, Skills, and Abilities (KSAs):

Proficient in Microsoft Office and general office…