Customer Service Specialist

Job Type Full-time Description

About Us : At Pathfinder Bank, we take pride in being more than just a financial institution we are a community-focused bank committed to building lasting connections in Central New York.

As a key player in our Market, you'll have the chance to make a meaningful impact on the people and businesses in our community while developing long-lasting, trusted relationships.

Why Join Us :

Community-Centric : Your role at Pathfinder Bank goes beyond being a trusted financial advisor; it's about actively contributing to the growth and prosperity of the local community we serve.

Collaborative Environment : Thrive in a fast-paced, collaborative, and engaging work environment where your ideas are valued, and teamwork is celebrated.

We believe that together, we can achieve more.

Employee Support : We understand the dedication and hard work our employees put in, and we are committed to ensuring you feel supported, appreciated, and rewarded for your contributions.

Flexibility : Enjoy the flexibility of a family-friendly work environment that understands the importance of work-life balance.

Summary / Objectives

Customer Service Specialist (CSS) is responsible for coordinating and supervising all aspects of the CSR operations within the branch to ensure the daily activities of the CSR are performed in a timely and courteous manner.

This includes managing the daily customer service operations of the branch, implementing staffing schedules, vault / cash management, performing CSR duties and identifying customer needs and cross-selling products and services to help meet those needs.

Actively participates in the branch incentive program promoting and participating in a sales and service culture. Provide working leadership and guidance to CSR staff through assignment of work and by providing technical guidance.

Essential Functions

Deliver exceptional customer experiences including proactively greeting customers, smiling, using their name, and ending each interaction (whether in person or phone) by saying, "Thank you for banking with Pathfinder Bank.

Maintains confidentiality of all customer records and documents.

Process a variety of retail and commercial transactions, including deposits, withdrawals, loan payments, and check cashing, in an accurate and efficient manner.

Assist with support work.

Promotes the Bank's products and services and refers customers to the appropriate sales personnel. Answers customers' routine banking questions;

refers complex inquiries to management.

• Supervises, coaches, and mentors all CSR’s and assists or advises employees in the performance of their duties. Oversee and process all retail banking transactions for personal and commercial customers.
• Maintains cash supply at each CSR station, vault and oversees vault security and teller alarm equipment.
• Ensures compliance / adherence to all policies, procedures and federal regulations in order to attain a satisfactory or better branch audit.
• Participate and assist CSR staff in identifying customer needs and matching needs with appropriate product or service, as well as making qualified referrals to other team members, including across lines of business.

Requirements

• High school diploma or equivalent
• 3+ years bank experience
• ABA Supervisor Certificate completed or equivalent along with another non-required ABA Certificate (or equivalent)
• CSR Supervisor trained and 3-6 months working shifts as supervisor on duty
• Knowledge of basic platform duties including the ability to open accounts and process loans
• Effective rating or higher on annual performance reviews
• Excellent customer service and communication skills
• Knowledgeable on CSR duties and bank policies and procedures (balancing, how to find differences, etc.)
• Good leadership, training and coaching skills

Salary Description $18-$21