JOB PURPOSE and SUMMARY 

The Customer Service Representative serves as a primary point of contact for bank customers, providing exceptional service through phone and email communications. This position is responsible for responding to customer inquiries, resolving issues, providing information about products and services, and ensuring a positive customer experience while adhering to bank policies and regulatory requirements.

ESSENTIAL FUNCTIONS

• Answer incoming customer phone calls in a professional, friendly, and efficient manner.

• Respond to customer emails promptly and accurately.

• Assist customers over the phone with account inquiries, transaction research, online banking support, debit card issues, and 

  general banking questions.

• Identify customer needs and provide appropriate solutions or referrals.

• Resolve customer concerns and escalate complex issues when necessary.

• Maintain confidentiality of customer information and comply with all banking regulations and security procedures.

• Educate customers on available banking products, services, and digital banking tools.

• Collaborate with branch partners to ensure timely resolution of customer requests.

• Meet established service standards, response times, and quality expectations.

• Perform other duties as assigned.

 EDUCATION/TRAINING 

1. High school diploma or equivalent; college degree preferred

2. 1-2 years of experience in customer service or banking, preferred experience in leisure industry.

3. Excellent communication and interpersonal skills

4. Strong attention to detail and accuracy

5. Ability to work in a fast-paced environment and handle multiple tasks simultaneously

6. Proficient in Microsoft Office and other computer applications

Physical Demands and Work Environment 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. 

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, typing or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. 

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. 

The noise level in the work environment is usually moderate.