Customer Service Representative - Digital & Phone Support

About the role

As a friendly, knowledgeable point of contact for customers seeking help with everyday banking needs, you will deliver timely, accurate, and personalized service through incoming phone calls and online chat. You’ll help customers navigate their accounts, digital banking tools, and common transactions with confidence by listening carefully, asking thoughtful questions, and providing clear solutions. When needed, you’ll escalate or refer customers to additional expertise while creating a positive, human banking experience built on trust and respect.

Responsibilities

• Serve as a welcoming, reassuring presence for customers by phone and chat, creating positive experiences through warm, professional, and timely support.
• Answer questions, resolve concerns, and support internet and mobile banking needs, including account setup, access, and troubleshooting, with patience and care.
• Connect customers with the right team members for more complex needs.
• Safeguard customer information by following all banking policies and procedures, verifying identities, reporting suspicious activity, and upholding privacy, compliance, and security standards.
• Recognize opportunities to offer additional products or services that support customers' financial journeys.
• Support customers with deposits, withdrawals, transfers, and loan payments accurately and efficiently.
• Balance cash activity and cash machines, issue cashier’s checks, and assist with debit card and check orders.
• Maintain a secure, organized workspace to support efficient service.
• Provide backup support at reception, including greeting and directing customers, and assist with lunch and coverage schedules to ensure seamless service.

Requirements

• Previous experience in customer service, cash handling, clerical, administrative, sales, or banking preferred.
• Strong interpersonal and communication skills with a customer-focused mindset.
• Ability to multitask, stay organized, and work efficiently in a fast-paced environment.
• High attention to detail and accuracy.
• Comfortable using technology, including Microsoft Office products or similar systems.
• A motivated self-starter who works well independently and as part of a team.
• An optimistic outlook and positive attitude.

Benefits

• Competitive pay based on experience and qualifications, with opportunities for growth as skills and responsibilities develop.
• Generous profit sharing tied to company financial performance and goals.
• Comprehensive health benefits.
• 401(k) with company match.
• Generous paid time off.
• Hands-on training and cross-department experience.
• Opportunities for advancement as you grow your skills and explore different areas of the Bank.
• A supportive, community-focused workplace where employees are valued and developed.