Customer Service Representative

Wilson Bank & Trust; Gallatin (TN); On-site; USD 32,000 - 42,000; Full time

Job summary

Wilson Bank & Trust is seeking a Customer Service Representative in Gallatin, TN. You will greet customers, handle deposits and transactions, and refer banking products as appropriate, becoming a trusted face in the community.

You will support the Office Manager and colleagues, uphold the bank’s values, and contribute to a service-driven culture across our branches. This role emphasizes accuracy, integrity, and customer care in everyday banking interactions.

Qualifications

• High School diploma or GED.
• 1 year of previous customer service experience preferred.
• Ability to serve customers in a courteous and professional manner.
• Ability to build relationships with customers and internal teammates.
• Basic organization and time management skills.
• Ability to develop and maintain working knowledge of Bank products, services, policies, procedures, and systems.
• Effective verbal and written communication skills.
• Excellent interpersonal, critical thinking and problem-solving skills.
• High standards for integrity, honesty, professionalism, and work ethic.
• Commitment to service excellence.
• Ability to work independently while demonstrating excellent organization and follow through.
• Demonstrate flexible and efficient time management and ability to prioritize workload.
• Ability and willingness to work with purpose and a strong sense of urgency.
• Self-starter, positive and enthusiastic, with a desire to exceed expectations.
• Maintain a professional demeanor at all times, using appropriate levels of confidentiality and discretion.
• Ability to effectively work in collaboration with others.
• Ability to work Saturdays on a rotating basis.
• Ability to travel to other offices within region as scheduled.
• Participation in community activities, as required.
• Willing to grow and be challenged.

Responsibilities

• Perform bank office activities to include providing service and support to customers, receiving deposits, processing checks, disbursing funds and verifying the accuracy of transactions.
• Guard against loss by ensuring safekeeping of money in cash drawer and prompt accounting or transfer of funds. Identify fraudulent activity.
• Enter transactions in bank’s recordkeeping system, recording all transactions and producing customer receipt.
• Perform teller capture duties.
• Balance cash drawer at end of shift.
• Maintain a work area that protects all negotiables and confidential records.
• Develop and grow knowledge of new and existing products and services.
• Assist customers with account-related issues or concerns, recognizing when escalation is needed to improve the customer experience.
• Identify and capitalize on opportunities to refer banking products and services to the appropriate business partner.
• Adhere to compliance with all federal bank regulations and laws, including those for consumer protection and the Bank Secrecy Act/Anti-Money Laundering Program.
• Attend training as requested.
• Participate in outside community activities as required.
• Perform other duties as assigned.

Skills

Customer service

Communication skills

Interpersonal skills

Time management

Attention to detail

Teamwork

Education

High School diploma or GED

Tools

Banking software

Cash handling

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Customer Service Representative

Location: Gallatin, TN

We're looking for a career where purpose meets opportunity, and where your contributions truly make a difference, Wilson Bank & Trust is the place for you.

About Us

Working at Wilson Bank & Trust means joining a purpose-driven organization where community impact and professional growth go hand in hand. The commitment to serving communities is matched by dedication to supporting employees—through recognition, rewards, and opportunities to grow. Inside our walls, you'll find a workplace that reflects the same trusted reputation we've built since the beginning. Collaboration and servant leadership are at the heart of everything we do, creating an environment where talent is valued and service is elevated. Your voice matters here—feedback drives decisions on workplace flexibility, transparency, and strategic priorities.

About The Position

Be the Face of Our Legacy

Imagine starting your day in one of our 32 office locations, greeting neighbors who soon become more than customers—they become part of your story. In a Retail role, you're the trusted face of Wilson Bank & Trust, building relationships that last for generations. You'll know the "regulars" by name, and they'll know you as "their banker", the person they turn to for life's most important financial decisions. Over time, your career grows alongside theirs—you'll teach the next generation of bankers while still cheering on the families you've served for years. This isn't just a job; it's a chance to become a cornerstone in your community and a lifelong partner in people's financial journeys.

Position Summary

The Customer Service Representative performs bank office activities including receiving deposits, processing checks, disbursing funds and verifying the accuracy of transactions. This position identifies and capitalizes on opportunities to refer new banking products and services to the appropriate business partner. The Customer Service Representative reports to the Office Manager and provides excellent service and support to customers and team members, while demonstrating the Company’s values and supporting the mission.

Position Duties And Responsibilities

• Perform bank office activities to include providing service and support to customers, receiving deposits, processing checks, disbursing funds and verifying the accuracy of transactions
• Guard against loss by ensuring safekeeping of money in cash drawer and prompt accounting or transfer of funds. Identify fraudulent activity.
• Enter transactions in bank’s recordkeeping system, recording all transactions and producing customer receipt
• Perform teller capture duties
• Balance cash drawer at end of shift
• Maintain a work area that protects all negotiables and confidential records
• Develop and grow knowledge of new and existing products and services
• Assist customers with account-related issues or concerns, recognizing when escalation is needed to improve the customer experience
• Identify and capitalize on opportunities to refer banking products and services to the appropriate business partner
• Adhere to compliance with all federal bank regulations and laws, including those for consumer protection and the Bank Secrecy Act/Anti-Money Laundering Program
• Attend training as requested
• Participate in outside community activities as required
• Perform other duties as assigned

Required Qualifications

• High School diploma or GED
• 1 year of previous customer service experience preferred
• Ability to serve customers in a courteous and professional manner
• Ability to build relationships with customers and internal teammates
• Basic organization and time management skills
• Ability to develop and maintain working knowledge of Bank products, services, policies, procedures, and systems
• Effective verbal and written communication skills
• Excellent interpersonal, critical thinking and problem-solving skills
• High standards for integrity, honesty, professionalism, and work ethic
• Commitment to service excellence
• Ability to work independently while demonstrating excellent organization and follow through
• Demonstrate flexible and efficient time management and ability to prioritize workload
• Ability and willingness to work with purpose and a strong sense of urgency
• Self-starter, positive and enthusiastic, with a desire to exceed expectations
• Maintain a professional demeanor at all times, using appropriate levels of confidentiality and discretion
• Ability to effectively work in collaboration with others
• Ability to work Saturdays on a rotating basis
• Ability to travel to other offices within region as scheduled
• Participation in community activities, as required
• Willing to grow and be challenged

Comprehensive Benefits & Recognition

We believe success should be acknowledged and celebrated. That's why we offer an all-inclusive total compensation package, including generous ATO, personal days, sick time, along with unique offerings such as the ability to combine accrued time with short-term disability for 100% pay, and more. Our Employee Assistance Program and Employee Care Fund provide additional support when you need it most. We celebrate achievements through peer-nominated award ceremonies and an interactive digital rewards platform, ensuring employees’ contributions are recognized companywide.

GROW WITH US

"Grow With Us" is more than a slogan—it’s an invitation. Whether partnering with local schools to teach the next generation hands-on financial life lessons through School Bank, exploring diverse career paths through our Banker Academy Program, or investing in yourself through our Employee Stock Purchase program, you'll find opportunities tailored to your interests and ambitions while working for WBT. We invest heavily in development through mentorships, workshops, banking schools, and certifications because when our people grow, our customers thrive.