Customer Service Representative

POSITION SUMMARY

The Customer Service Representative (CSR) delivers high-quality service by assisting customers with account inquiries, transactions, and banking services both in person and over the phone. This role ensures accurate account maintenance, promotes bank products, and builds strong customer relationships while adhering to all regulatory and bank policies.

DUTIES AND RESPONSIBILITIES

Customer Service & Communication

• Greet customers professionally and assist with banking needs, including account inquiries, maintenance, safe deposit boxes, and general services.
• Communicate effectively with customers in person and by phone to resolve issues and maintain positive public relations.
• Answer incoming calls and assist with customer inquiries.
• Follow up with new and existing customers, including sending thank-you letters and resolving account exceptions.

Sales & Relationship Development

• Explain and promote bank products and services to generate personal and business accounts.
• Cross-sell products and services that meet customer needs.
• Maintain consistent weekly sales referrals.
• Contact customers regarding maturing CDs to retain relationships and deposits.
• Participate in or conduct sales meetings and ongoing product training.

Account Management & Processing

• Open new accounts and maintain existing accounts using bank systems (e.g., BPM, NuPoint, NAC, or similar).
• Upload and maintain accurate account documentation daily.
• Issue debit/ATM cards and maintain account supplies (account kits, cards, account numbers).
• Order checks and ensure all records are accurate and up to date.
• Monitor and service various account types (consumer, business, IRA, HSA).

Specialized Banking Services

• Maintain and manage safe deposit box records, availability, and leasing processes.
• Process wire transfers and related agreements according to procedures.
• Accept business online banking applications.
• Handle debit card disputes and coordinate with the Fraud Department.

Compliance & Risk Management

• Comply with all federal banking regulations, including the Bank Secrecy Act and Customer Identification Policy.
• Place Reg CC holds on deposits as required.
• Follow all bank security policies and procedures.
• Maintain confidentiality and uphold ethical standards.

Administrative & Operational Duties

• Maintain inventory of account-related materials and supplies.
• Send CD notices and other customer correspondence.
• Scan, upload, and index documentation through applicable systems.
• Assist other departments and perform additional duties as assigned.

Teamwork & Professional Conduct

• Maintain professional relationships with coworkers, customers, and management.
• Follow supervisor direction and work collaboratively in a team environment.
• Participate in training and contribute to team knowledge sharing.