Retail Banking - Client Service Associate 1

Independent Bank; Hudsonville (MI); On-site; USD 21,000 - 28,000; Full time

Job summary

Independent Bank is seeking a Client Service Associate 1 to join our Retail Banking team. You will learn and review basic banking transactions, products, and terms while delivering exceptional customer service to clients daily.

The role is an entry-level path in a structured career path with growth opportunities and self-guided learning to advance within the bank.

Qualifications

• High school diploma or equivalent is required.
• Excellent interpersonal and communication skills are essential.
• Cash handling or front-line customer service experience is preferred.

Responsibilities

• Assist clients with transactions and provide solutions in a friendly, efficient manner.
• Deliver financial solutions using bank products and services.
• Acquire knowledge of Independent Bank accounts and products.
• Maintain and grow client relationships through proactive service.

Skills

Customer service

Cash handling

Communication

Education

High school diploma or equivalent

Job description

Job Title: Client Service Associate 1

Department: Retail Banking

Reports To: Bank Manager

FLSA Status: Non-Exempt

EEO Category: [FOR HR USE]

Salary Grade: A

SUMMARY OF JOB RESPONSIBILITIES:

The Client Service Associate 1 is the first step in a journey to create a fulfilling and rewarding career as a member of the Retail Banking team at Independent Bank. In this position, the CSA1 will focus on learning and/or reviewing the basic banking transactions, and the fundamental banking terms, products, and solutions offered by Independent Bank.

ESSENTIAL FUNCTIONS AND DUTIES:

Be Proud, Be YOU, Be Independent!

Are you ready to grow your career in an environment that encourages confidence, clarity, and success? At Independent Bank, our team lives our mission every day: Inspiring financial independence today, with tomorrow in mind. We are committed to cultivating a workplace that values individuality, promotes growth, and supports the people we serve. Our Vision is a future where clients approach their finances with confidence and clarity—and we believe that starts with the team who supports them. Our Retail Career Path was built to do just that—support you. Whether you're launching a new career in banking or looking to advance your current one, we offer a structured, self-guided journey designed to help you grow professionally and personally. From your first day as a Client Service Associate (CSA), you'll receive the training, mentorship, and tools you need to advance—with the flexibility to progress at your own pace and increase your earning potential as you go.

Client Service Associate 1
As a Client Service Associate (CSA), you are the face of the bank, providing incomparable service to our clients every day, every time. In this position, you will focus on learning and/or reviewing basic banking transactions, and the fundamental banking terms, products, and services offered by Independent Bank. This position is similar to a traditional “bank teller” role with self-guided growth opportunities.

• Assist clients with transaction services and provide solutions in a friendly and efficient manner.
• Deliver financial solutions to clients utilizing the Independent Bank products and services.
• Gain an understanding of the basic framework of Independent Bank accounts.
• Become skilled with regards to conducting different types of transactions for clients.
• Utilize all available technology to perform daily tasks.

Client Service Associate 2
As a Client Service Associate 2 (CSA2), you are the face of the bank, providing incomparable service to our clients every day, every time. In this position, you will continue to grow the knowledge, skills and abilities necessary to better service Independent Bank clients and offer appropriate products, services and solutions. This position is similar to a traditional “bank teller” role with self-guided growth opportunities.

• Assist clients with transaction services and provide solutions in a friendly and efficient manner and with credibility.
• Strengthen your understanding of the basic framework of Independent Bank business accounts.
• Become proficient with regards to conducting different types of transactions for clients.
• Demonstrate Independent Bank digital products and services fluently and possess the ability to assist clients with navigation.
• Begin to recognize opportunities to deliver financial solutions, and meet client needs, with Independent Bank products and services.
• Identify client referral opportunities to appropriate team members.
• 1+ years of community banking experience.
• Develop and maintain skills necessary to accurately and proficiently open new accounts and increase client relationships.
• Ability to have meaningful financial conversations with clients during all interactions.
• Maintain ongoing communication with clients following internal processes and procedures.
• Capable of self-directed development of product knowledge with a continual focus on learning all aspects of product offerings.

Client Service Specialist
As a Client Service Specialist (CSS), you are responsible for keeping everything running smoothly behind the scenes, as well as making our clients feel welcomed, engaged, and significant. In this position, you will apply the knowledge, skills and abilities acquired from previous banking and customer service roles to better serve Independent Bank clients and offer appropriate products, services and solutions. This position is similar to the traditional “lead teller” or “personal banker” role with self-guided growth opportunities.

• Assist clients with transaction services and provide solutions in a friendly and efficient manner.
• Exemplify professional knowledge on the framework of Independent Bank business accounts.
• Recognize opportunities to meet client needs with Independent Bank products and services, as well as offering appropriate solutions.
• Identify client referral opportunities to appropriate team members.
• Take consumer loan applications in response to client inquiries.
• Responsible for advanced branch operations tasks such as, but not limited to, client service requests, vault, ATM duties, cash items, debit/credit card disputes, instant issue debit cards and wire transfers.
• Demonstrate Independent Bank digital products and services fluently and possess the ability to assist clients with navigation.
• Advanced proficiency with Independent Bank products and services.
• Accountable for participating in IB Edge Sales Management routines such as roadmaps and check-ins.
• 2+ years of community banking experience or high level customer service and cash handling experience.
• Capability to develop and maintain skills necessary to accurately and proficiently open new accounts and increase client relationships.
• Ability to have in-depth, proactive financial conversations with clients during all interactions, and follow through on the results of those conversations.
• Maintain ongoing communication with clients following internal processes and procedures.
• Capable of self-directed development of product knowledge with a continual focus on learning all aspects of product offerings.

Client Service Expert
As a Client Service Expert (CSE) you are responsible for keeping everything running smoothly behind the scenes, as well as making our clients feel welcomed, engaged, and significant. In this position, you will apply the knowledge, skills and abilities acquired in previous positions and will serve as a mentor and instructor for other team members in advancing their skills. This position is a step above a traditional, more experienced “lead teller” or “personal banker” role with self‑guided growth opportunities.

• Assist clients with transaction services and provide solutions in a friendly and efficient manner.
• Exemplify professional knowledge on the framework of Independent Bank business accounts.
• Demonstrated ability to make personal connections, engage and educate clients, ask open‑ended questions, and listen in order to establish trust and build lasting relationships.
• Take consumer loan applications in response to client inquiries, as well as originate and close consumer loans.
• Responsible for advanced branch operations tasks such as, but not limited to, client service requests, vault, ATM duties, cash items, debit/credit card disputes, instant issue debit cards and wire transfers.
• Demonstrate Independent Bank digital products and services fluently and possess the ability to assist clients with navigation.
• Advanced proficiency with Independent Bank products and services.
• Accountable for preparation of, and participation in, IB Edge Sales Management routines.
• Possess the drive, initiative and knowledge to provide financial options for clients using a consultative approach.
• Partner with specialists (Financial Advisors, Mortgage Originators, Commercial Lenders, etc.) to connect clients with experts who can assist with specialized needs.
• 3+ years of community banking experience
• NMLS registration under the SAFE Act of 2008.
• Capability to develop and maintain skills necessary to accurately and proficiently open new accounts and increase client relationships.
• Ability to have in-depth, proactive financial conversations with clients during all interactions, and follow through on the results of those conversations.
• Maintain ongoing communication with clients following internal processes and procedures.
• Capable of self-directed development of product knowledge with a continual focus on learning all aspects of product offerings.
• Seek out leadership opportunities and develop skills necessary to be a successful leader such as coaching, having difficult conversations, community involvement and change management.

Why You Should Apply:

• Competitive hourly pay and great benefits.
• Accommodating and flexible paid time off.
• A knowledgeable, goal-driven, and exciting team of colleagues.
• Numerous advancement opportunities with structured, personalized career paths and mentoring.
• Exposure to different areas of banking and the ability to work with leaders within the industry.
• Extensive training on all areas and aspects of the banking field to help you reach your highest potential.
• Community-focused events and volunteer opportunities.

What We’re Looking For:

• High school diploma or equivalent education is required.
• Outstanding client service skills.
• Cash handling experience is preferred, but it is not required as we provide ample training.
• The ability to adapt and adjust to new ideas, processes, workflows, and systems.
• Ability to thrive in a fast‑paced and rapidly changing environment while maintaining a commitment to accuracy, timeliness, and client focus.
• Excellent interpersonal, presentation, and communication skills. This includes verbal and non-verbal forms of communication, email and phone etiquette, and the ability to work cohesively as part of a team.
• A strong desire to be a part of the Independent Bank family while contributing to our growth and success.

This is an exciting step in a journey to creating a fulfilling and rewarding career at Independent Bank. We are excited to have you join our team!

Be Proud. Be YOU. Be Independent!

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

1. Services and provides solutions to Independent Bank clients in a friendly and efficient manner.
2. Has a thorough understanding of how to conduct different types of transactions for clients.
3. Delivers financial solutions to clients utilizing the Independent Bank products and services.
4. Utilizes all available technology to perform daily tasks.
5. Understands the basic framework of Independent Bank products including but not limited to consumer and business accounts and digital banking.
6. Fully knowledgeable regarding bank policies and procedures.
7. Responsible for completing the modules and metrics of the position and continuing education as assigned through the Career Path.
8. Performs other related duties as assigned.

KNOWLEDGE, SKILLS and ABILITIES:

1. Excellent interpersonal, presentation and communication skills. This includes verbal and non-verbal forms of communication, email and phone etiquette and the ability to work cohesively as part of a team.
2. Able to thrive in a fast-paced and rapidly changing environment while maintaining a commitment to accuracy, timeliness and customer focus.
3. Full understanding of the Independent Bank customer service standards and following these standards daily.
4. Ability to adapt and adjust to new ideas, processes, workflows, and systems.
5. Adhere to all applicable regulatory compliance and personnel policies in the fulfillment of the specific duties of the position, including Bank Secrecy Act (BSA), Confidentiality, Information Security, and Ethical Standards. Completes all online compliance and regulatory courses.

EDUCATION/TRAINING REQUIRED:

1. High school diploma or equivalent education required.
2. Customer service and/or cash handling experience preferred but not required.

INDEPENDENT BANK IS AN EQUAL OPPORTUNITY EMPLOYER