Customer Service Representative I (Cass City)

THUMB BANK & TRUST•Greenleaf Township, MI

9d•Onsite

About The Position

The Customer Service Representative I is the face of Thumb Bank & Trust, providing exceptional customer service while accurately processing transactions and maintaining appropriate cash management and balancing procedures. The role supports customers by email, phone, and in person, assists with banking services and account access, and refers complex requests to appropriate staff. The representative also helps maintain branch ATM and vault operations, promotes banking products and services, and participates in community events.

Requirements

Ability to maintain confidential information.
Present a professional image and communicate in a courteous, positive, and professional manner.
Ability to actively listen, respond promptly to customer needs, follow through, and resolve issues helpfully.
Good mathematical aptitude to support daily balancing.
Strong attention to detail and ability to handle competing demands while processing transactions efficiently and accurately.
Ability to remain composed under pressure, solve problems, and defuse tensions to address customer issues.
Excellent verbal and written communication skills.
Pleasant and approachable disposition.
Ability to multitask, self-organize, and monitor follow-up.
Proficiency in general computer skills and Microsoft Office, including Word, Excel, and Outlook.
Ability to lift or move up to 50 pounds.
Availability to work branch hours, including weekends.
High school education level.

Nice To Haves

Previous banking experience.
Experience providing customer service and handling high volumes of cash.

Responsibilities

Greet and support customers promptly and courteously by email, phone, and in person while following bank procedures and security protocols.
Assist customers with transaction services and provide friendly, efficient solutions.
Build long-term customer relationships while maintaining a positive and professional attitude.
Process cash, check, withdrawal, deposit, and loan-payment transactions; issue receipts and record transactions in the system.
Verify signatures and sufficient funds before disbursing funds.
Maintain an adequate cash drawer, conduct daily proof, balance cash on hand, and ensure transactions and negotiable items reconcile with system records.
Evaluate checks for endorsements, dates, recipient identification, bank names, and legality.
Answer incoming calls professionally, respond to customer-service inquiries, make follow-up calls, or transfer calls to the appropriate department.
Introduce customers to mobile, online, ATM, and other efficient banking options.
Assist customers with debit card activations and online access setup or resets.
Process customer check orders and reorders.
Process debit card orders and debit card limit increases.
Work collaboratively with coworkers, complete daily tasks, demonstrate respect and professionalism, be prompt, and support management with special requests.
Identify opportunities to promote banking services and products.
Help balance the branch ATM and ensure it is functioning properly.
Assist with vault management, including verifying deposits, counting currency, and balancing.
Refer complex customer requests to other staff as appropriate.
Comply with financial institution policies and procedures and applicable state and local laws and regulations.
Participate in community events.
Perform additional duties as assigned.