Customer Service Associate (Float)

POSITION SUMMARY

The Customer Service Associate (CSA) serves as the primary point of contact for customers, delivering exceptional service while performing both transactional (teller) and account servicing functions. This role supports customer relationship development by addressing financial needs, maintaining accurate account information, and promoting appropriate banking products and services. The CSA ensures all activities are completed accurately, efficiently, and in compliance with regulatory and bank standards.

DUTIES AND RESPONSIBILITIES

Customer Service & Relationship Management

• Provide professional, courteous, and efficient service to customers in person and via telephone
• Greet customers and direct them to appropriate services or personnel
• Resolve account-related issues and ensure positive customer experiences
• Explain and recommend bank products and services to generate additional business
• Conduct follow-ups with customers as needed after account servicing or opening
• Maintain a clean, organized, and welcoming customer environment
• Build and maintain strong interpersonal relationships with customers and coworkers
• Generate referrals and cross-sell appropriate products and services

Account Servicing & Maintenance

• Open new accounts and perform maintenance on existing accounts
• Maintain and update customer records to ensure accuracy
• Process and manage:
  • Wire transfers and associated agreements
  • Debit card issuance, activation, and maintenance
  • Online and business online banking enrollment
  • Check orders and account documentation updates
• Support various account types, including consumer, business, IRA, and HSA accounts
• Handle customer disputes and coordinate resolution with appropriate departments
• Assist customers with safe deposit box access and documentation

Transaction Processing & Cash Handling

• Process deposits, withdrawals, and check cashing transactions accurately
• Verify customer identity, endorsements, signatures, and balances
• Process a variety of transactions, including:
  • ATM and night deposits
  • Loan, utility, and mail payments
  • IRA and HSA contributions
• Prepare and verify official checks
• Count and manage cash and coin throughout the day
• Balance teller drawer, ATM, and vault according to established procedures
• Identify, research, and resolve transaction discrepancies

Operational & Team Support

• Assist coworkers and other departments as needed to support branch operations
• Provide guidance or assistance to less experienced staff when appropriate
• Maintain teller station organization and required supplies
• Monitor and report equipment or system issues
• Review work for completeness and accuracy
• Assist with customer and vendor access to controlled areas when required
• Participate in ongoing training and support product/service knowledge sharing

Compliance & Risk Management

• Adhere to all bank policies, procedures, and federal regulations
• Comply with Bank Secrecy Act (BSA), Customer Identification Program (CIP), and related compliance requirements
• Complete required reports, including Currency Transaction Reports (CTRs), accurately and timely
• Place holds on accounts according to regulatory requirements
• Identify and help prevent fraudulent activity, including counterfeit items and elder abuse
• Maintain strict confidentiality of customer and bank information

Cash Control & Balancing

• Physically count assigned cash daily, including currency and coin
• Balance teller drawer, ATM, and vault accurately and within established guidelines
• Follow all cash handling and balancing procedures, including dual verification when required
• Avoid force balancing and properly report and resolve discrepancies
• Ensure all transactions are processed and recorded prior to end-of-day close