Customer Service Representative (CSR)

Job Title: Customer Service Representative (CSR)

Status: Non-Exempt

Reports To: Branch Manager, CSR Team Leader, Assistant Customer Officer, Senior Customer Officer, Chief Customer Officer

Supervisory Responsibilities: N/A

Job Summary: The Customer Service Representative (CSR) serves as the first point of contact for customers, delivering friendly, personalized service that reflects the values of the First State Way. This role involves processing financial transactions, opening and closing deposit accounts, resolving inquiries, and identifying opportunities to connect customers with helpful products and services. CSRs play a critical role in ensuring a welcoming branch environment by creating positive experiences and building trusted relationships with each customer interaction.

Essential Functions:

Job Specific:

• Provide outstanding service by greeting customers promptly and warmly, using their name when appropriate, and creating a welcoming atmosphere.
• Accept, verify, and process customer transactions accurately and efficiently.
• Balance and maintain a cash drawer(s) daily, ensuring accuracy and adherence to security protocols.
• Respond to customer inquiries in person, over the phone, and via email. Assist with basic Internet banking and card services, and direct more complex issues to the appropriate personnel.
• Promptly and professionally answer incoming calls, introducing yourself clearly and offering assistance.
• Open and close all types of deposit accounts, ensuring completion of all necessary documentation and procedures.
• Follow up with customers on outstanding items or questions to ensure resolution and satisfaction.
• Maintain flexibility in scheduling to support branch coverage and work effectively across multiple locations as needed.
• Engage with customers to understand their needs and connect them with appropriate products, services, or team members to ensure a tailored experience.
• Complete assigned CSR duties, daily responsibilities, and training requirements in a timely and consistent manner.
• Participate in ongoing learning and stay informed about bank products and services.
• Support branch operations, including opening and closing procedures, as needed.
• Perform additional duties as assigned to support customer service and operational goals.

Bank Specific:

• Exhibit professionalism in appearance and attitude, maintaining confidentiality and ethical behavior at all times.
• Provide timely assistance and support to both co-workers and customers, ensuring exceptional service and accurate information.
• Demonstrate a commitment to The First State Way by upholding First State’s customer service standards in all interactions, fostering positive relationships with both external customers and internal team members.
• Adhere to regular attendance, punctuality, and break schedules.
• Take responsibility for personal actions and be accountable for performance.
• Promote and cross-sell company services while participating in training opportunities as required.
• Remain vigilant and knowledgeable about crisis procedures, including emergency protocols such as robbery.
• Comply with all bank policies, procedures, and regulations, and report any concerns to Human Resources or upper-level management immediately.

Knowledge, Skills, and Abilities (KSAs):

• Proficient in Microsoft Office and general office machinery.
• Attentive to detail with a high degree of accuracy.
• Self-motivated and capable of working independently.
• Effective at interacting with customers, management, and other employees.
• Strong critical thinking, problem-solving, and analytical skills.
• Excellent customer service orientation and communication skills, both verbal and written.
• Flexible and able to work under pressure, prioritize tasks, and meet deadlines.
• Well-organized with a courteous and diplomatic approach.
• Demonstrates sound judgment and strong organizational skills.
• Able to hear and communicate effectively with customers, co-workers, and external contacts.
• Proficient in reading and writing.

Qualifications:

• Previous cash handling and/or customer service experience preferred.
• Valid motor vehicle driver’s license required.

Physical Demands:

• Engage in routine physical activities such as walking, standing, sitting, stooping, bending, pushing, and pulling.
• Ability to read reports and use a computer effectively.
• Lift and carry items up to 30 pounds daily, including file boxes and office supplies.

Work Environment:

• Primarily indoors in an environmentally controlled setting.
• Occasional travel by car to visit other company locations may be required.
• Flexibility for occasional evening and weekend work to achieve established goals.

 

Note: The statements herein are intended to describe the general nature and level of work being performed by the employee assigned to this position.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the employee.