CUSTOMER SERVICE REPRESENTATIVE I-III - Santa Rosa, CA

Summit State Bank•Santa Rosa, CA

12d•Onsite

About The Position

Summit State Bank is seeking a customer-focused and relationship-oriented Customer Service Representative II–III for its Santa Rosa branch. The position supports customers’ banking needs while contributing to the growth and success of local communities. The representative processes deposit transactions, opens and maintains deposit accounts, explains banking products and services, and identifies opportunities to strengthen customer relationships. Depending on the level, duties may include advanced new-account services, business deposit account opening and servicing, identifying Treasury Management opportunities, and higher-level operational reviews and approvals. Occasional travel to other Bank branch locations may be required to support staffing coverage and business operations, including with limited advance notice. The role requires a high school diploma or GED. CSR II applicants need one to two years of related banking experience and/or training, or an equivalent combination of education and experience related to branch deposit and new-account operations. CSR III applicants need at least two years of related experience and/or training, or an equivalent combination. Strong cash handling and balancing skills are required. Experience opening and servicing deposit accounts, knowledge of banking products and services, and familiarity with banking systems are preferred; advanced new-account experience and knowledge of consumer and business deposit products and services are expected for CSR III. The compensation range is $25.00–$29.00 per hour. Summit State Bank describes itself as an award-winning community bank whose core values focus on making a positive impact on employees, customers, and the communities it serves.

Requirements

High school diploma or general education degree (GED).
CSR II: One to two years of related banking experience and/or training, or an equivalent combination of education and experience related to branch deposit and new-account operations.
CSR III: A minimum of two years of related banking experience and/or training, or an equivalent combination of education and experience related to branch deposit and new-account operations.
Strong cash handling and balancing skills.
Strong commitment to customer service and building trusted, long-term relationships.
Excellent communication, interpersonal, and relationship-building skills.
Ability to identify customer needs, recognize business opportunities, and make appropriate referrals.
Strong attention to detail and ability to process financial transactions accurately.
Sound judgment and commitment to confidentiality, regulatory compliance, and established procedures.
Strong organizational, problem-solving, and follow-up skills.
Ability to work independently and collaborate effectively with team members and internal business partners.
Proactive, adaptable approach to learning products, services, systems, and operational processes.
Ability to manage competing priorities in a fast-paced branch environment.
Occasional travel to other Bank branch locations may be required, potentially with limited advance notice.

Nice To Haves

Experience opening and servicing deposit accounts.
Knowledge of banking products and services.
Familiarity with banking systems.
For CSR III, advanced new-account experience and knowledge of consumer and business deposit products and services are expected.

Responsibilities

Provide friendly, professional, and responsive customer service consistent with the Bank’s service standards.
Discuss customers’ financial needs, business activities, and broader banking relationships.
Recommend appropriate banking products and services, deepen existing relationships, and refer customers to appropriate bankers or internal partners.
Participate in customer retention calls, referral activities, and other relationship-development initiatives.
Research and resolve customer inquiries and service issues, following up in a timely manner.
Meet applicable customer engagement, referral, relationship-development, and performance goals.
Process deposits, withdrawals, cashier’s checks, wire transfers, and other account-related transactions.
Handle cash accurately and balance teller cash, branch cash, the ATM, and vault in accordance with Bank procedures.
Prepare and receive branch cash shipments and perform item capture duties as needed.
Open and service safe deposit box accounts, control access, and maintain required records where applicable.
Complete account maintenance, document imaging, and other operational duties in compliance with policies and regulations.
Open and service consumer deposit accounts at CSR II and III levels and business deposit accounts at the CSR III level.
Prepare, maintain, and review required account documentation, including signature cards and wire transfer, ACH, and Positive Pay agreements.
Assist customers with Online Banking and Business eBanking services, including advanced business banking responsibilities at the CSR III level.
Maintain knowledge of deposit products and services, including complex consumer and business banking products and services at the CSR III level.
Analyze customer relationships and recommend products and services; identify possible account expansion, fee waivers, or rate adjustments for management consideration.
Collaborate with branch colleagues, managers, and other Bank departments to coordinate customer needs and deliver service effectively.
Perform account maintenance reviews, callbacks, and documentation approvals within the scope of the position, including more complex changes and new-account approvals at the CSR III level.
Cross-train in other branch functions and assist with operational duties as needed.

Benefits

100% employer-paid medical, dental, and vision coverage for employees, plus employer contributions toward dependent coverage.
Employer HSA contributions of up to $4,000 annually for eligible employees enrolled in an HDHP.
Dependent Care FSA employer matching contributions of up to $2,500 annually.
Employer-paid life, AD&D, and long-term disability insurance.
401(k) plan with employer matching contributions.
Minimum of three weeks of paid vacation annually for full-time employees.
Tuition reimbursement.
Wellness resources.
Internal mentorship opportunities.
Paid volunteer time off.