Customer Service Representative II (Universal Banker)

John Marshall Bank; Arlington (VA); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Medical

Dental

401(k) Retirement Plan with an Employer Match

Vision

Employee Assistance Program

Flexible Spending

Transit Reimbursement

Long Term Care

Paid Time Off

Life and Disability Coverage

Job summary

John Marshall Bank is seeking a Customer Service Representative II/Universal Banker in Arlington, Virginia. This role focuses on delivering exceptional customer service, processing financial transactions, and maintaining branch operational excellence. The ideal candidate will possess strong communication skills, critical thinking, and previous banking experience.

The position includes various benefits such as health insurance, a 401(k) plan with employer match, and paid time off, ensuring a supportive work environment.

Qualifications

• 1 year of experience in a bank branch setting.
• 3-5 years of experience in a bank branch setting (preferred).
• Ability to analyze customer profiles and uncover hidden needs.

Responsibilities

• Deliver exceptional customer experiences and respond to inquiries.
• Process new accounts and financial transactions.
• Identify customer financial needs and cross-sell banking products.
• Manage branch cash and verify end-of-day balances.
• Enforce regulatory compliance and safety guidelines.
• Assist with coaching and supervising teller activities.

Skills

Exceptional verbal communication

Customer service skills

Critical thinking

Math proficiency

Attention to detail

Technical literacy

Education

High school diploma or equivalent

Associate or bachelor's degree (preferred)

Job description

Description

The Customer Service Representative II/Universal Banker serves as the primary face of John Marshall Bank, responsible for providing exceptional customer service while opening accounts and accurately executing routine and complex financial transactions. This role balances operational excellence, strict regulatory compliance, and a consultative sales approach to support branch performance and community growth.

Responsibilities

• Deliver exceptional experiences by building rapport and responding to inquiries from customers, peers, and internal and external partners.
• Process new accounts and standard and complex financial transactions such as wires, research requests, CD maturities, loan payments, stop payments, and other routine transactions.
• Identify customer financial needs and effectively cross‑sell, promote, and refer appropriate banking products and services.
• Manage physical branch cash by counting balances, preparing secure cash shipments, and verifying all end‑of‑day balances.
• Enforce regulatory laws and bank compliance and safety guidelines via Currency Transaction Reporting (CTR) and Customer Identification Programs (CIP) and standardized procedures.
• Mitigate operational and financial risk by reviewing cash and check endorsements to catch counterfeit bills or fraudulent items.
• Assist with coaching and supervising assigned teller activities and new teller training.
• Maximize branch optimization by leveraging bank digital platforms, assisting with general operations support, and actively monitoring the physical facility.

Qualifications

• High school diploma or equivalent.
• 1 year of experience in a bank branch setting.
• Associate or bachelor’s degree (preferred).
• 3‑5 years of experience in a bank branch setting (preferred).
• Exceptional verbal communication and customer service skills.
• Critical thinking to analyze customer profiles and uncover hidden needs, pairing tailored services to secure long‑term client trust.
• Math proficiency: strong basic math skills for calculating totals and balancing ledger logs.
• High attention to detail with the ability to spot fraud and maintain strict confidentiality.
• Technical literacy: comfort navigating digital banking platforms, internal systems, and basic office software.

Benefits

• Medical
• Dental
• 401(k) Retirement Plan with an Employer Match
• Vision
• Employee Assistance Program
• Flexible Spending
• Transit Reimbursement
• Long Term Care
• Paid Time Off
• Life and Disability Coverage

John Marshall Bank is an Equal Opportunity Employer.

At this time, John Marshall Bank will not sponsor a new applicant for employment authorization for this position.