Customer Service Representative I

About the role

RCB Bank seeks a frontline representative to play a vital role in delivering exceptional customer service to new and existing customers. The position involves accurately opening, maintaining, and servicing deposit accounts; responding to customer inquiries; educating customers on bank products and services; serving as a ambassador for the branch in sales and service goals; and acting as a key line of defense for fraud detection and prevention at the new accounts desk, ensuring strict adherence to procedural, regulatory, and documentation standards to safeguard the bank and reduce risk.

Responsibilities

• Serve as a frontline representative for the bank, providing courteous, knowledgeable, and timely assistance to customers in person, by phone, or electronically.
• Listen to customer needs, identify new opportunities for improved financial solutions, and educate customers on RCB Bank products, services, and digital banking tools.
• Open and service consumer and business deposit accounts, executing all CIP requirements and adhering to all applicable laws and regulations.
• Work with customers to resolve questions and concerns, escalating to appropriate supervisor or department as necessary.
• Review account information, identification, documentation, and customer‑presented materials to identify inconsistencies, high‑risk indicators, or potential fraud; follow established procedures for escalating suspicious behavior, questionable documentation, or unusual activity.
• Ensure compliance with fraud‑mitigation practices.

Requirements

• Minimum one (1) year of proven customer service experience.
• Basic clerical skills with the ability to manage multiple tasks effectively.
• High school diploma or GED.

Qualifications

• Strong customer service, interpersonal, and communication skills.
• General understanding of deposit account structures, bank products, and customer service processes.
• Knowledge of new account documentation requirements, CIP and regulatory expectations, and standard account opening procedures.
• Ability to identify fraud indicators and follow fraud‑prevention and escalation procedures.
• Care about the community and a desire to be involved.

Skills

• Previous experience in banking, including knowledge of banking processes, bank products, services, and regulatory requirements.
• Previous CSR experience.

Benefits

• Medical Plan
• Prescription Drug Plan
• Teladoc™
• Dental Plan
• Vision Plan
• Flexible Spending Accounts (Healthcare & Dependent Care)
• Life and AD&D Insurance
• Disability Plans
• Life Assistance Plan (EAP)
• Multiple Supplemental Plans
• Sick Leave
• Paid Federal Holidays
• Vacation and PTO
• 401(k)
• ESOP