Teller/Customer Service Representative

Ffandcb; Pikeville, Northern (KY, KY); Hybrid; USD 32,000 - 42,000; Full time

Job summary

Ffandcb in the United States, Kentucky Pikeville region, is seeking a Customer Service Representative to deliver outstanding service, retain relationships, and identify growth opportunities through knowledgeable financial solutions.

The role supports teller operations, ensures compliance with banking regulations, and acts as a key point of contact in the branch, applying a customer-first approach in every interaction to maximize satisfaction and retention.

Qualifications

• Strong analytical and problem-solving skills.
• Familiarity with core banking software systems and digital banking platforms.
• Excellent communication and interpersonal skills with a customer-first attitude.
• Ability to work independently and as a part of a team.

Responsibilities

• Adheres to compliance with company policies and federal banking regulations.
• Maintains expert knowledge of products, services, and retail banking policies.
• Demonstrates optimal customer service in every interaction.
• Identifies opportunities to recommend bank products and services.
• Reaches out to customer base to maintain and strengthen relationships.
• Opens and maintains accounts according to policy.
• Handles account closures and retention discussions.
• Assists in processing loan applications and related documentation.
• Handles customer complaints and provides solutions.
• Reviews legal documents to ensure policy compliance.
• Ensures CIP and BSA compliance.
• Sets up and maintains account ownership types.
• Supports teller line and participates in committees.

Skills

Customer service

Attention to detail

Teamwork

Analytical skills

Communication

Education

High school diploma or equivalent

On-the-job training in bank operations

Job description

Job Summary:

The Customer Service Representative delivers outstanding service to develop, retain, and expand customer relationships. This role requires a commitment to understanding customer needs and providing tailored financial solutions through expert knowledge of the bank’s products and services. The Customer Service Representative builds trust by consistently demonstrating professionalism, accuracy, and a helpful attitude in every interaction. This individual serves as a key point of contact in the branch and plays a vital role in maintaining high customer satisfaction, supporting teller operations, and identifying opportunities for growth and retention.

Supervisory Responsibilities:

• Is available to answer questions and guide teller staff as needed.
• May assist management with other supervisory functions as delegated.

Reports to: Retail Banking Manager

Duties/Responsibilities:

• Adheres to compliance with company policies, as well as all federal banking regulations and requirements, including those for consumer protection and the Bank Secrecy Act/Anti-Money Laundering Program.
• Maintains expert knowledge of products, services, and retail banking policies and procedures.
• Demonstrates optimal internal and external customer service in every interaction by collaborating with a friendly, pleasant, and helpful attitude.
• Consistently identifies and acts on opportunities to recommend appropriate bank products and services as practical solutions to customer needs, and to support growth of the branch.
• Proactively reaches out to customer base to maintain and strengthen banking relationships through courtesy calls. Includes new customer calls, established customer calls, and maturing certificate of deposit calls.
• Responsible for opening accounts and performing maintenance on accounts according to bank policy and procedures.
• Handles bank account closures, including interviewing the customer to understand the reason, and offering possible solutions to retain the relationship.
• May assist management in processing, gathering documentation or corresponding with loan applicants throughout the lending process.
• Effectively handles all customer complaints. Provides applicable solutions or alternatives to provide the best possible outcomes and exercises sound judgement when making decisions and exceptions that affect the customer, employee, and the bank.
• Reviews legal documents related to account openings, ownership structures, and customer transactions to determine acceptability. Exercises sound judgment and decision-making to ensure compliance with bank policies and regulatory standards.
• Ensures compliance with the Customer Identification Program (CIP) and the Bank Secrecy Act (BSA), including identifying and reporting red flags associated with identity theft, fraud, and suspicious activity.
• Accurately sets up and maintains all account ownership types (individual, joint, business, fiduciary, etc.) in accordance with legal requirements and bank procedures.
• Follows and upholds procedures for safe deposit box access, documentation, and security, ensuring strict adherence to applicable regulations and bank policies.
• Assist management in coaching team on customer service standards and initiatives.
• Actively engage in community affairs within the market area of the branch; promote the company’s brand .
• Supports teller line by assisting with day-to-day functions including operating a cash drawer as needed.
• Participates on internal committees or strategy teams as needed to improve bank policies, procedures, and culture.
• May assist in training and development of newly hired bankers.
• Keeps management informed of essential information
• Performs other related duties as assigned.

Education, Training, Skills and Experience:

• High school Diploma or equivalent required.
• Strong Analytical and problem-solving skills
• Completion of on-the-job training related to bank operations, account management, and customer service practices.
• Familiarity with core banking software systems and digital banking platforms.
• Excellent attention to detail
• Excellent communication and interpersonal skills with a customer-first attitude.
• Ability to work independently and as a part of a team

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The noise level in the work environment is usually moderate.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to stand; walk; sit; reach with hands and arms; stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Work involves extensive use of computers and may include occasional pushing, pulling, or carrying objects weighing up to 25 pounds. Must be able to speak clearly and hear and understand normal conversations in person and over the phone. The noise level in the work environment is usually moderate.

Travel

Travel to other bank locations for meetings is required and will primarily occur during the normal workday. Some out-of-the-area and overnight travel for conferences may be expected.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.