Customer Service Representative

Job Title: Customer Service Representative – Full-Time Reports To: Banking Center Manager Prepared Date: April 1, 2026 Approved By: Human Resources Job Summary: A Customer Service Representative (CSR) is responsible for providing exceptional service to customers by handling inquires, processing transactions, resolving issues, and promoting bank products & services. A CSR serves as the first point of contact for customers and plays a key role in maintaining customer satisfaction and loyalty. Key Responsibilities: Greet customers and assist with daily banking needs including deposits, withdrawals, transfers, and account inquiries Provide information on bank products and services; cross-sell and upsell as appropriate Handle customer complaints and issues in a professional and timely manner Open and close accounts, update customer information, and assist with account maintenance Educate customers on digital banking tools (mobile app, online banking, ATMs, e-statements) Ensure compliance with bank policies, procedures, and regulatory requirements Maintain accurate records of customer interactions and transactions Refer complex issues to the appropriate departments (e.g., loans, fraud, compliance) Balance cash drawers and maintain proper documentation Support branch goals and participate in team initiatives and sales campaigns Has a basic understanding of the consumer products and services offered by First State Bank Presents a neat and professional appearance Maintains a neat and orderly work area Applicant must be customer oriented and willing to follow the strict guidelines of customer service at FSB Will include other duties as assigned including First State Bank’s Standard of Performance Qualifications & Experience High School diploma or equivalent Strong communication and interpersonal skills Ability to multitask, prioritize work, and meet deadlines Basic computer skills and familiarity with banking software Attention to detail and a commitment to accuracy and confidentiality Positive attitude, professionalism, and a teamwork & customer-focused mindset

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