Customer Service Representative II (Bay City)

THUMB BANK & TRUST•Monitor Township, MI

9d•Onsite

About The Position

The Customer Service Representative II is the face of Thumb Bank & Trust, providing exceptional customer service while accurately processing transactions and following cash management and balancing procedures. The role establishes, manages, and maintains personal, business, trust, estate, custodian, and other accounts, and develops relationships across bank departments to connect customers with a range of financial products and services. This position handles advanced customer service and branch operational tasks, supports the Branch Manager with daily customer service operations and escalated concerns, and assists with staff training and guidance. The representative works collaboratively with colleagues, follows bank policies and applicable laws and regulations, and maintains a professional, courteous approach in customer interactions.

Requirements

At least one year of previous customer service experience at a financial institution.
Ability to maintain confidential information.
Ability to have meaningful financial conversations with customers during interactions.
Ability to present a professional image and communicate courteously, positively, and professionally.
Ability to actively listen, respond promptly to customer needs, follow through, and resolve issues helpfully.
Good mathematical aptitude for 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 resolve 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.

Responsibilities

Confidently complete all Customer Service Representative I duties and responsibilities.
Identify customers’ financial needs, cross-sell appropriate products and services, and refer customers to the appropriate department when additional assistance is needed.
Open and close deposit accounts and set up related services, including online access and debit card and check orders.
Call new account customers within five days of opening their accounts.
Open and maintain personal, business, IRA, trust, estate, conservator, and guardianship accounts.
Proactively make sales calls and identify opportunities to promote banking services and products.
Assist with monthly cash audits, manage the cash items drawer, and balance the branch ATM.
Assist in training new staff and provide ongoing guidance.
Help customers with transaction services and provide friendly, efficient solutions.
Set a positive example and contribute to an efficient work environment.
Greet and support customers promptly and courteously by email, phone, and in person, following bank procedures and security protocols.
Build long-term customer relationships while maintaining a positive and professional attitude.
Work respectfully and professionally with coworkers, complete daily tasks promptly, and support management with special requests.
Perform advanced branch operational tasks as needed, including securing bank premises, handling complex customer requests, managing the vault, checking the ATM for cleanliness and illegal devices, and keeping night deposit envelopes supplied.
Assist the Branch Manager with daily customer service operations, staff schedules, and resolution of escalated customer concerns.
Maintain advanced knowledge of bank products and services to assist customers and guide customer service staff.
Refer complex requests to other staff as appropriate.
Comply with financial institution policies and procedures and applicable state and local laws and regulations.