Customer Service Representative

Job Title: Customer Service Representative (CSR)

Department: Retail

Reports To: Harlan Downtown Retail Manager

FLSA Status: Non-Exempt

Prepared By: Harlan Downtown Retail Manager

Prepared Date: May 2026

Job Summary:
The Drive-Thru Teller is responsible for developing and enhancing banking relationships by serving our customers with exceptional care, speed, and accuracy from the drive-thru window. This position focuses on providing excellent customer service through timely and efficient transaction processing, answering questions, and recommending appropriate products and services to meet customer needs, all while maintaining a friendly and professional demeanor.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following; other duties may be assigned:

• Provide fast, friendly, and efficient service to customers using the drive-thru.
• Accurately conduct daily teller work including, but not limited to: processing deposits and withdrawals, transferring funds, cashing checks, and verifying endorsements.
• Balance cash drawer daily with a focus on accuracy and security.
• Maintain awareness of drive-thru line activity to ensure timely service and identify potential customer concerns.
• Identify customer needs and recommend appropriate products and services; cross-sell bank offerings effectively.
• Address and resolve customer inquiries and issues promptly and professionally.
• Participate in business development efforts to attract and retain customers.
• Maintain compliance with all bank policies, regulations, and procedures.

Branch & Team Responsibilities:

• Rotate vault balancing duties and assist with cash ordering.
• Greet customers in a warm, courteous, and professional manner, both in person and via phone.
• Foster a positive, team-oriented work environment.
• Complete all assigned training and development programs within designated timeframes.

Compliance & Regulation:

• Maintain knowledge of and adhere to regulations such as the Bank Secrecy Act, Anti-Money Laundering, OFAC, and others.
• Report any compliance issues or violations in accordance with the SCSB Compliance Accountability Program.

Professionalism & Community Engagement:

• Present a professional image at all times.
• Actively participate in community initiatives representing the Bank.
• Stay current on industry trends and regulatory changes, integrating this knowledge into daily operations.
• Respond to customer questions and concerns with professionalism, empathy, and problem-solving skills.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily:

• High school diploma or GED.
• Minimum of three months of customer service or banking experience preferred.
• Strong attention to detail with excellent organizational and communication skills.
• Comfortable working independently in a fast-paced, customer-facing environment.
• Ability to use standard computer programs, 10-key, and cash handling systems accurately.
• Bilingual skills are a plus but not required.

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Regularly required to sit, reach, use hands, and communicate clearly.
• Occasionally required to lift up to 50 pounds.
• Vision requirements include close, distance, and depth perception.
• Work is performed primarily in the drive-thru area with occasional exposure to outdoor weather conditions and moderate noise levels.

Note: This position does not have supervisory responsibilities.

Disclaimer

This job description is not exhaustive and may be adjusted by management. Employment is at-will and may be terminated by either party at any time, with or without cause.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

EEO

Member FDIC