Float Customer Service Representative

Position Title: Float Customer Service Representative

Reports To (Title): Territory Director

Department: Community Banking

FLSA Status: Non-Exempt

Purpose: The Float Customer Service Representative will work in various branch offices within a defined territory. The Float CSR will be responsible for delivering a personalized and caring customer experience, efficiently handling service transactions, identifying financial needs, recommending products and services, and engaging business partners to improve the financial well-being of clients. The Float Customer Service Representative will have a thorough understanding of Bank products and services as well as Bank policies and regulations. This position will engage in sales and service activities, providing exceptional customer service to current and prospective clients.

Scope and Direction:

Area of Responsibility: Community Baking

Degree of Supervision Received (Minimal, Moderate or Extensive): Minimal or Moderate

• From (Title): Territory Director

Degree of Supervision Given (None, Minimal, Moderate or Extensive): None

Essential Functions: The major duties of the job that constitute the fundamental tasks and or responsibilities of the position. Employees must be able to perform the essential functions of the position with or without reasonable accommodations.

1. Greets clients and prospective clients entering the branch following established customer service guidelines
2. Provides exceptional customer service and an outstanding banking experience by handling financial transactions accurately and professionally
3. Maintains responsibility for a cash drawer and follows proper balancing procedures
4. Develops and maintains broad knowledge of products and services to support client needs
5. Educates customers and explains features and benefits of financial solutions, makes recommendations based on the customer's identified needs
6. Refers complex customer needs to the appropriate team member/business partner
7. Introduces clients to digital banking solutions including mobile banking, digital banking, ATMs
8. Supports daily operations of the branch as required by the assigned branch to include balancing the vault, ATM, cash recycler, or other operational needs
9. Identifies and resolves client servicing issues
10. Answers the phone within the branch promptly and professionally
11. Ensures compliance with security and audit procedures
12. Understands and adheres to established policies and procedures
13. Maintains knowledge of regulatory compliance requirements and completes assigned compliance training
14. Demonstrates the standards and principles of the Five Star Bank experience in every interaction with internal and external customers, associates, and stakeholders. Incorporate the high-performance behaviors of teamwork, leading by example, and service in every facet of work.
15. This job description is not exhaustive. The Float CSR may be required to perform other duties as assigned.

Job-Related Qualifications:

Required Education:

• High School Diploma or GED or equivalent business experience

Required Experience:

• 6 months customer service experience or equivalent as demonstrated through one or a combination of work experience, training, military experience, education

Licenses or Accreditation:

Required: Registration with Nationwide Mortgage Licensing System Registry (NMLS) to obtain a unique identifier that is provided to consumers in accordance with all SAFE Act requirements. Renews registration with NMLS annually. Maintains and updates personal registry information as necessary to include name changes, employment changes, etc.

Competencies: Competencies are the measurable or observable knowledge, skills, abilities and behaviors critical to performing the essential functions of the position.

1. Ability to make personal connections, engage clients, be courteous and professional
2. Strong desire to improve the financial well-being of customers by providing education and advice
3. Strong organizational and time management skills
4. Ability to thrive in a team environment
5. Strong communication and interpersonal skills

Physical Requirements:

1. Ability to work branch hours to include weekends
2. Able to regularly stand for prolonged periods of time
3. Extensive computer usage is required
4. Able to travel extensively between branch locations within defined territory
5. Moderate to extensive phone usage is required
6. Ability to perform repetitive motion throughout shift

Five Star Bank and affiliate companies are committed to Equal Employment Opportunity and Affirmative Action. We recruit, hire, train and promote persons in all job titles and ensure that all other personnel actions are administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. Five Star Bank and affiliate companies are committed to providing reasonable accommodations to employees and applicants with disabilities to the full extent required by the Americans with Disabilities Act (ADA). If you feel you need a reasonable accommodation pursuant to the ADA, you are encouraged to contact us at (716)817-2706 or (716)817-5186.

Note: At a later stage in the application process, applicants may be required to provide information about their criminal conviction history, if any, and to authorize the procurement of a consumer report that will contain, among other things, information about criminal conviction history. Except as required by applicable law, prior criminal convictions will not automatically disqualify an applicant from employment, and Five Star Bank will only consider such history in accordance with applicable law. Please be advised, however, that federal law prohibits Five Star Bank from employing "any person who has been convicted of any criminal offense involving dishonesty or a breach of trust or money laundering or has agreed to enter into a pretrial diversion or similar program in connection with a prosecution for such offense" unless the FDIC has provided prior written consent.