Customer Service Representative I (Port Sanilac)

THUMB BANK & TRUST; Port Sanilac (MI); On-site; USD 32,000 - 42,000; Full time

Job summary

Thumb Bank & Trust is seeking a Customer Service Representative I in Port Sanilac, MI. You will be the face of the bank, delivering exceptional service while accurately processing transactions and maintaining proper cash handling and balancing procedures.

The role requires strong communication, math skills, and a professional demeanor to build lasting customer relationships and promote banking products. Weekend hours may be required at this full-time branch location.

Qualifications

• Must maintain confidentiality while handling customer information.
• Banking/financial services experience is preferred.
• Experience delivering high-volume customer service and cash handling.
• Maintain a professional image and communicate courteously and professionally.
• Ability to listen actively and resolve issues promptly and calmly.
• Strong math skills to balance cash drawers and transactions.
• High attention to detail with accurate processing of transactions.
• Remain calm under pressure and solve problems to satisfy customers.
• Excellent spoken and written communication skills.
• Pleasant, approachable demeanor with strong customer focus.
• Able to multitask, self-organize, and manage follow-up.
• Proficient in MS Office applications (Word, Excel, Outlook).
• Able to lift/move up to 50 lbs and work flexible branch hours.

Responsibilities

• Greet and assist Thumb Bank & Trust customers in person, by phone, or email, following procedures and security rules.
• Process transactions and provide solutions in a friendly, efficient manner.
• Build long-term customer relationships with a positive, professional attitude.
• Accurately process cash, checks, withdrawals, deposits, and loan payments; issue receipts and log activities.
• Disburse funds after verifying signatures and funds availability.
• Maintain cash drawer, perform daily balancing, and verify records in the system.
• Review checks for endorsements, dates, IDs, bank names, and legality.
• Handle incoming calls professionally and assist with inquiries or route to the right department.
• Introduce customers to digital banking options (mobile, online, ATMs).
• Assist with debit card activations and online access setup.
• Process check orders and debit card orders, including limit increases.
• Collaborate with teammates to complete daily tasks and support management as needed.
• Identify opportunities to promote banking services and products.
• Balance branch ATM and ensure proper ATM function; assist with vault tasks as needed.
• Follow bank policies and local laws; participate in community events.
• Perform other duties as assigned.

Skills

Confidential information handling

Banking experience

Customer service

Professional appearance

Active listening & conflict resolution

Mathematical balancing & cash handling

Attention to detail

Under pressure problem solving

Verbal & written communication

Pleasant demeanor

Multitasking & organization

MS Office (Word/Excel/Outlook)

Lifting up to 50 lbs

Weekend availability

Education

High School

Job description

Job Details: Job Location: Port Sanilac , MI 48469, Position Type: Full Time, Education Level: High School, Job Category: Banking

SUMMARY: The Customer Service Representative I is the face of Thumb Bank & Trust. In addition to providing exceptional service to our customers every day, the Customer Service Representative I is responsible for accurately processing transactions and maintaining proper cash management and balancing procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Greet and support Thumb Bank & Trust customers promptly and in a courteous manner via email, phone and in-person while complying with bank procedures and security protocols.
2. Assist customers with transaction services and provide solutions in a friendly and efficient manner.
3. Maintain a positive and professional attitude while building long term customer relationships.
4. Accurately process various financial transactions including cash, checks, withdrawals, deposits and loan payments, issue receipts, and record transactions in the system.
5. Disburse funds after verifying signatures and sufficiency of funds to support withdrawal.
6. Maintain adequate cash drawer, conduct daily proof, balance cash on hand, ensure transactions and negotiable items prove to the figures on record in the system.
7. Evaluate checks to verify endorsements, dates, identification of persons receiving payments, bank names, and overall legality of the documents.
8. Answer incoming calls in a professional manner, assist with customer service-related inquiries and provide follow-up calls as needed or transfer calls to the appropriate department.
9. Introduce customers to new, more efficient ways of banking like mobile, online, and ATMs.
10. Assist customers with debit card activations.
11. Assist customers with setting up and resetting online access.
12. Process customer check orders and re-orders.
13. Process debit card orders and debit card limit increases.
14. Work as a team with co-workers to complete daily tasks, demonstrating respect and professionalism, being prompt, and supporting management with special requests as needed.
15. Identify and capitalize on opportunities to promote new banking services and products.
16. Assist with balancing the branch ATM as well as ensuring ATM is functioning properly.
17. Assist with vault management such as verifying deposits, counting currency and balancing.
18. Properly refer to other staff when more complex requests arise.
19. Comply with all financial institution policies and procedures, state and local laws and regulations.
20. Willingness to participate in community events.
21. Additional duties as assigned.

Qualifications: REQUIRED SKILLS:

1. Ability to maintain confidential information.
2. Previous banking experience preferred.
3. Experience providing customer service and high volumes of cash handling preferred.
4. Present a professional image and communicate in a courteous, positive, and professional manner.
5. Ability to actively listen and respond promptly to customer needs, follow through and resolve issues in a pleasant and helpful manner.
6. Good mathematical aptitude to facilitate daily balancing.
7. Strong attention to detail with ability to handle competing demands while processing transactions efficiently and accurately.
8. Ability to remain composed under pressure, problem solve and defuse tensions to provide solutions to customer issues.
9. Excellent communication skills, both verbal and written.
10. Pleasant and approachable disposition.
11. Ability to multitask, self-organize, and self-monitor follow up.
12. Proficient in general computer skills and Microsoft Office (Word, Excel, and Outlook)
13. Ability to lift or move up to 50 lbs.
14. Available to work branch hours, including weekends