Customer Service Specialist
About The Position
The Customer Service Specialist serves as an ambassador of Lake Shore Bank, delivering exceptional customer experiences and building customer relationships. The position processes transactions, identifies customer needs, educates customers about banking products and services, and supports branch sales and service goals. Using a consultative approach, the specialist strengthens customer relationships, promotes digital banking solutions, and contributes to branch success while complying with bank policies, procedures, and regulatory requirements. The role also supports branch operations through accurate cash handling, account-opening and onboarding activities, operational documentation, customer outreach, and teamwork. The specialist is expected to protect confidential information, maintain professional standards, complete required training, and represent the bank with integrity and accountability. Duties may change, and management may assign or reassign responsibilities.
Requirements
- High school diploma or equivalent.
- Strong customer service and relationship-building skills.
- Excellent verbal and written communication abilities.
- Proficiency with Microsoft Office applications and banking technology systems.
- Strong attention to detail and accuracy.
- Ability to multitask in a fast-paced environment.
- Demonstrated problem-solving and decision-making skills.
- Ability to maintain confidentiality and exercise good judgment.
- Commitment to continuous learning and professional development.
- Maintain compliance with federal and state banking regulations and adhere to Lake Shore Bank’s Code of Conduct and ethical standards.
- Perform assigned duties with integrity, professionalism, and accountability.
- Successfully complete required annual training programs.
Nice To Haves
- Prior customer service experience.
- Previous cash handling, retail banking, or financial services experience.
Responsibilities
- Deliver an exceptional customer experience and welcome customers promptly and professionally.
- Identify opportunities to deepen customer relationships and understand customers’ financial needs.
- Accurately process deposits, withdrawals, payments, transfers, account maintenance requests, and other customer transactions.
- Recommend appropriate products, services, and digital banking solutions based on customer needs.
- Resolve customer concerns efficiently and ensure follow-up within established service standards.
- Maintain knowledge of bank products, services, promotions, and delivery channels.
- Support branch goals by referring customers to deposit products, consumer lending, treasury management, and other bank services.
- Participate in customer outreach initiatives, community events, and branch marketing campaigns.
- Assist branch leadership in achieving sales, service, and customer-retention objectives.
- Promote digital banking, online account access, mobile banking, digital wallets, and other technology-based solutions.
- Balance cash drawers and daily transactions accurately, and maintain appropriate cash levels under bank policies and internal controls.
- Complete assigned operational activities, audits, and documentation accurately and on time.
- Assist with customer onboarding and account-opening activities as assigned.
- Support branch operations and staffing needs through schedule flexibility and teamwork.
- Follow bank policies, procedures, regulatory requirements, and operational controls, including applicable BSA, AML, OFAC, and CIP requirements.
- Identify and escalate suspicious activity or potential fraud concerns.
- Complete required compliance, security, annual, and professional development training.
- Protect confidential customer and bank information.
- Foster a positive, collaborative work environment and maintain professional appearance, conduct, and communication.
- Represent Lake Shore Bank professionally and help maintain a clean, safe, and welcoming branch environment.
- Maintain positive working relationships with customers, coworkers, management, vendors, and community partners.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
