Company Overview
Five Star Bank has grown and evolved in its more than 200-year history, but our focus on taking care of our customers and communities has never wavered. That’s because we understand that by keeping the people of Five Star’s well-being at the heart of everything we do, our team, our customers, and our communities will thrive and realize their dreams. Five Star Bank provides consumer and commercial banking and lending services to individuals, municipalities and businesses through banking locations spanning Western and Central New York, in addition to a commercial loan production office serving the Mid-Atlantic region. Five Star Bank and its affiliate Courier Capital, LLC are subsidiaries of Financial Institutions, Inc. (NASDAQ:FISI), an innovative financial holding company with approximately 600 employees who work together in an environment of trust, integrity and mutual respect.
About the job
Purpose: The Customer Service Representative will be responsible for delivering a personalized and caring client experience, efficiently handling sales and service transactions, identifying financial needs, recommending products and services, and engaging business partners to improve the financial well-being of clients. The Customer Service Representative will have a thorough understanding of bank products and services as well as bank policies and regulations. This role will engage in sales and service activities, providing exceptional customer service for current and prospective clients.
Supervisory Responsibilities:
Degree of Supervision Received: Moderate
- Supervision Received (title): Senior Branch Manager or Branch Manager
Degree of Supervision Given: None
- Supervision Given to (Titles): N/A
Essential Functions:
- Builds and expands banking relationships through proactive customer outreach.
- Responsible for servicing, acquiring and deepening customer relationships.
- Accountable for achieving individual and team sales and servicing goals.
- Develop business and support servicing needs of customers.
- Adapts to the needs of the office, providing customer service in both a transaction processing and sales role.
- Proactively engaging customers in conversation about their financial needs
- Demonstrated knowledge of all bank products and services and ability to accurately process deposits and lending applications and account opening transactions.
- Engages customers through proactive advice-led consultation.
- Assists in community events and actively participates in and supports FSB sponsored community initiatives, activities, and programs.
- Maintains knowledge and compliance with the Bank’s Code of Conduct and all policies and procedures.
- Maintains knowledge of regulatory compliance and completes assigned compliance training
- Introduces customers to alternative banking solutions including mobile banking, digital banking, and ATMs/ITMs
- Processing transactions and other account servicing requests
- Greets clients and prospective clients entering the office following established customer service guidelines.
- Provides exceptional customer service and an outstanding banking experience by handling financial transactions accurately and professionally.
- Maintains responsibility for a cash drawer and follows proper balancing procedures
- Supports daily operations of the office to include processing night deposit bags, ATM deposits, balancing the vault, ATM, cash recycler, and cash advance machine, or other operational needs
- Develops and maintains broad knowledge of products and services to support client needs
- Refers complex customer needs to the appropriate team member/business partner
- Introduces clients to digital banking solutions including mobile banking, digital banking, ATMs
- Identifies and resolves client issues timely
- Answers the phone within the office promptly and professionally
- Ensures compliance with security and audit procedures
- Understands and adheres to established policies and procedures
- Maintains knowledge of regulatory compliance requirements and completes assigned compliance training
- Demonstrate 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.
Job Related Qualifications – Education and Prior Experience:
Required:
- Education: High School Diploma or GED or equivalent business experience
- Prior Experience: 1+ years of financial services experience in retail banking with demonstrated ability to process transactions and execute advice-led approach with customers to identify additional products and services
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