Customer Service Representative I

About the role

RCB Bank is seeking a customer service professional to serve as a frontline ambassador at the branch, responsible for opening, maintaining, and servicing deposit accounts; responding to customer inquiries; and educating customers on bank products and services. This role also functions as a key line of defense in fraud detection and prevention, ensuring strict adherence to procedural, regulatory, and documentation standards.

Responsibilities

• Provide courteous, knowledgeable, and timely assistance to customers in person, by phone, or electronically; listen to customer needs and identify opportunities for improved financial solutions.
• Open and service consumer and business deposit accounts, executing all Customer Identification Program (CIP) requirements and adhering to all applicable laws and regulations.
• Educate customers on RCB Bank products, services, and digital banking tools.
• 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

• 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.
• Desire to be involved in the community.

Skills

• Strong customer service and interpersonal and communication 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