Customer Service Representative

Job Area – Operations
Employment Type – Full-time or Part-time
FLSA Classification – Non-Exempt
Primary Schedule – Within branch hours
Supervisory Responsibility – None
Travel – Occasionally travel to other branches

A Bank Customer Service Representative I has a vital role providing exceptional customer service to our customers to effectively and efficiently meet their financial services needs.

Duties and Responsibilities

• Provide great customer service that meets and exceeds service expectations with a friendly demeanor, can-do attitude, and willingness to always help.
• Perform CSR duties with high regard for detail to assure accuracy in every transaction, balance and maintain teller cash drawer, verify endorsements.
• Process check orders, night drop mail, holds, wire transfers, CTRs, and stop
• Coordinate frontline supplies.
• Assist with opening and closing procedures, dual control requirements and various tasks as assigned.
• Assist with teller audits.
• Balance and troubleshoot ATM, and coin machine.
• Be knowledgeable of all deposit, business and consumer loan products to effectively explain and promote the Bank’s products and services to customers and connect them with the appropriate bank partners.
• Assist customers in accessing safety deposit boxes.
• Represents the Bank and its products and services with pride and enthusiasm to internal and external customers.
• Displays understanding of TSB deposit and products and services, including online banking, to explain features and benefits to customers and make sound product/service recommendations.
• Adhere to all operational, security, risk and regulatory policies and procedures.
• Maintain the highest level of confidentiality with all information obtained.
• Equal Opportunity Employer of Minorities/Females/Disabled/Veterans
• Maintain balance and error record that is in line with policy. No more than 5 outages per month

• Excellent customer service skills, attentiveness, information retention, honesty and integrity, stress tolerance, tact and diplomacy in dealing with both customers and employees.
• Strong attention to detail and organizational skills to provide a high level of accuracy on all transactions
• Develop and maintain professional work relationships.
• Listen to understand and Identify opportunities and enhance customer relationships.
• Takes ownership of each interaction from beginning to end.
• Evaluate risks & make recommendations thoughtfully.
• Demonstrates effective communication skills for relationship-building.
• Comfort with technology/software including computer terminal, internet, mobile applications, online banking, telephone, copier and fax machine
• Ability to work in a fast-paced environment and under pressure as needed.
• This position requires a perceptive person who is capable of relating to individuals at all levels. As unique situations present themselves, the incumbent must be sensitive to Bank needs, customer and employee goodwill, and the public image.

• 1 year experience working with customers
• High School diploma or GED equivalent.
• Previous teller, cash handling, or banking experience preferred