Customer Service Representative

Basic Information

The Customer Service Representative is an experienced banking professional responsible for handling complex customer transactions, opening and servicing consumer and business accounts, resolving escalated issues, and supporting branch operational excellence. This role serves as a senior resource for CSRs and tellers while maintaining strong compliance and customer service standards.

Essential Duties & Responsibilities

Advanced Transaction Processing

• Process high-volume and complex transactions
• Approving transactions within assigned authority limits
• Handle large cash transactions and verify teller drawers
• Assist with vault balancing and dual control procedures
• Support wire transfers and ACH processing (as assigned)

Advanced Account Opening & Maintenance

• Open and maintain consumer and business deposit accounts
• Handle complex account titling (trusts, estates, LLCs, POAs)
• Review documentation for accuracy and compliance
• Process account closures, CD renewals, and maintenance changes
• Assist customers with online banking and digital services setup

Compliance & Risk Oversight

• Ensure adherence to BSA/AML, OFAC, Reg E, Reg CC, and internal policies
• Identify and escalate suspicious activity
• Maintain audit-ready documentation
• Serve as a compliance example for staff
• Assist with internal audits and documentation review

Sales & Relationship Development

• Identify customer needs and recommend appropriate products
• Cross-selling deposit and digital banking services
• Support branch deposit growth goals
• Assist in coaching CSR I staff on referral opportunities

Leadership & Support

• Serve as backup supervisor when assigned
• Assist with training new CSRs and tellers
• Provide procedural guidance to branch staff
• Support branch operations in absence of manager
• Help maintain workflow efficiency and daily operational controls

Qualifications & Skills:

• High school diploma or equivalent required
• 2+ years banking experience preferred
• Prior experience opening accounts required
• Strong understanding of deposit products
• Knowledge of business account documentation
• Strong problem-solving skills
• Ability to handle confidential and sensitive information
• High level of accuracy and attention to detail
• Leadership and mentoring abilities