CUSTOMER SERVICE REPRESENTATIVE

Position Description:

Job Title: Customer Service Representative

Department/Location: Frontline Operations/Longmont, CO (on-site only)

Primary Supervisor: Customer Service Manager

Secondary Supervisor(s): Deposit Operations Manager (Longmont), Longmont Market President

FLSA Classification: Non-Exempt

Salary Grade: $22 - $29 hourly

________________________________________

Position Summary:

The Customer Service Representative is responsible for providing exceptional service by assisting customers with a variety of banking needs. This includes resolving issues related to debit cards and online banking, as well as opening new accounts. The Customer Service Representative also processes financial transactions such as deposits, withdrawals, and other routine banking activities. The ideal candidate will maintain a customer-first attitude and ensure each interaction is handled efficiently, accurately, and courteously. This is NOT a supervisory position.________________________________________Duties and Responsibilities:• Assist clients with routine banking inquiries such as account balances, transactions, deposits, withdrawals, and loan information.• Support branch operations goals and collaborate with team members to provide excellent service and build strong customer relationships.• Demonstrate strong knowledge and proficiency in all software required to perform NuPoint Teller and CSR functions.• Open and maintain a variety of account types, including savings, checking, commercial checking, Safe Deposit Boxes, Certificates of Deposit (CDs), Individual Retirement Accounts (IRAs), and debit cards.• Assist customers with account maintenance requests such as address changes, beneficiary updates, and account ownership changes.• Assist customers with enrollment and troubleshooting across all remote banking channels.• Resolve issues related to customer accounts, remote banking access, and debit card usage.• Possess advanced knowledge of all bank products and services to effectively assist and advise customers.• Perform customer services such as ordering debit cards and checks, and processing stop payment orders. Perform account withdrawals and disburse funds after verifying identification, signatures, and account balances.• Answer inquiries regarding checking, savings, and other bank-related products and services.• Accept deposits, loan payments, and safe deposit box payments, ensuring transaction accuracy.• Prepare, verify, and issue bank checks.• Accurately enter transactions into the bank’s recordkeeping system and issue customer receipts.• Evaluate checks for proper endorsements, dates, payees, and legal authenticity.• Calculate and reconcile daily transaction totals using appropriate systems.• Maintain a secure and organized workspace to protect negotiables and confidential customer information.• Perform occasional opening and closing procedures for the branch.• Assist management with training and mentoring of operations staff.• Support branch security and internal auditing procedures.• Identify and act on opportunities to promote additional banking products and services.• Open and close customer accounts as needed.• Answer multi-line phone system and promptly check, return, and document voicemails as needed.• Identify opportunities to refer customers to other departments (e.g., loans, investments).• Participate in ongoing training and professional development to stay current on bank policies, procedures, and regulatory requirements• Other duties as assigned.________________________________________Compliance Requirements:• Ensure Compliance with all internal controls and established policies and procedures. • Ensure and understand Teller compliance requirements of Bank Secrecy Act (BSA)/Office of Foreign Assets Control Regulations (OFAC); Reporting of Currency Transactions (CTR); Reporting of Suspicious Activity (SAR); Monetary Instrument Log/Customer Identification/Customer Due Diligence (CDD); Anti Money Laundering Regulations; Identity Theft Prevention; Unfair, Deceptive, Abusive Acts or Practices (UDAAP); and Deposit Regulations (Reg CC, E, P). • Report suspicious activity and potential fraud to the appropriate department________________________________________Soft Skills (Interpersonal & Professional):• Excellent verbal and written communication skills.• Excellent math skills.• Trustworthiness and the ability to act with integrity. • Excellent customer service and interpersonal skills.• Ability to work independently and as part of a team.• Strong organizational and time management skills.• High level of integrity and confidentiality.________________________________________Cognitive & Technical Skills:• Proficient in Microsoft Office Suite (Word, Excel, Outlook, etc.)• Comfortable using industry-specific software or tools.• Familiarity with standard office equipment (phones, copiers, scanners)• Ability to learn and apply new technologies or systems quickly.________________________________________Education and Experience:• High school diploma or equivalent is required.• Previous experience working directly with the public is preferred.________________________________________Physical & Other Abilities:• Must be able to lift up to 50 pounds at times. • Ability to sit or stand for extended periods.• Must maintain professional appearance and dress code standards.• Willingness to work flexible hours, including evenings or weekends, if required.• Reliable transportation (if travel or multi-location coverage is necessary).________________________________________Work Environment:This position operates in a professional office environment and requires interaction with customers, staff, and leadership. The role may require occasional extended hours and weekend availability, particularly during staffing shortages or peak periods.________________________________________Career Progression:This position is part of the Bank's established career progression framework and represents the next level within the Teller role. An individual may be hired directly into the Customer Service Representative position if they possess the required qualifications and experience, or may progress into the role after beginning as a Teller and successfully demonstrating proficiency in the knowledge, skills, responsibilities, and performance standards established for advancement. Progression is based on the attainment of predefined qualifications, experience requirements, and objective performance criteria associated with the position, rather than a competitive selection process. For additional details regarding the responsibilities and qualifications of the Teller - Longmont role, please refer to the Teller – Longmont job description.________________________________________Benefits:• Paid time Off• Sick Time Off• Medical, Dental, and Vision• $35,000 Employer Paid Life Insurance Policy• Voluntary Life, STD, LTD, and other supplemental benefit options.• Flexible Spending Account (FSA), Health Savings Account (HSA) Must Enroll into Medical Plan for Eligibility.• 401k• Employee Stock Ownership Plan________________________________________Qualifications: Must meet FDIC standards and Bank requirements; must comply with all company policies, including its handbook, and maintain the ability to meet like standards and requirements throughout term of employment. ________________________________________Affirmative Action Program / Equal Opportunity Statement: It is the policy of High Country Bank not to discriminate against any employee or applicant for employment because of his or her race, color, religion, sex, sexual orientation, gender identity, national origin, or because he or she is an individual with a disability or disabled veteran, Armed Forces service medal veteran, recently separated veteran, or active duty wartime or campaign badge veteran, or thereinafter referred collectively as "protected veterans." It is also the policy of High Country Bank to take affirmative action to employ and to advance in employment, all persons regardless of their status as individuals with disabilities or protected veterans, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation, and selection for training, including apprenticeship, at all levels of employment. Furthermore, the company will provide qualified applicants and employees who request an accommodation due to a disability with reasonable accommodations, as required by law.High Country Bank prohibits harassment of employees and applicants because they are individuals with disabilities or protected veterans. High Country Bank also prohibits retaliation against employees and applicants for filing a complaint, opposing any discriminatory act or practice, assisting or participating in any manner in a review, investigation, or hearing or otherwise seeking to obtain their legal rights under any Federal, State, or local EEO law requiring equal employment opportunity for individuals with disabilities and protected veterans. Prohibited retaliation includes, but is not limited to, harassment, intimidation, threats, coercion or other adverse actions that might dissuade someone from asserting their rights.As CEO of High Country Bank, I am committed to the principles of affirmative action and equal employment opportunity. In order to ensure dissemination and implementation of equal employment opportunity and affirmative action throughout all levels of the company, Mercedes Jones has been assigned Vice President of Human Resources duties for High Country Bank. One of the Vice President of Human Resources' duties will be to establish and maintain an internal audit and reporting system to allow for effective measurement of High Country Bank's programs.In furtherance of High Country Bank's policy regarding affirmative action and equal employment opportunity, High Country Bank has developed a written Affirmative Action Program (AAP) which sets forth the policies, practices and procedures that High Country Bank is committed to in order to ensure that its policy of nondiscrimination and affirmative action for qualified individuals with disabilities and qualified protected veterans is accomplished. This AAP is available for inspection by any employee or applicant for employment upon request between 9:00am - 5:00pm at the Human Resources department. Any questions should be directed to me, your supervisor, or Mercedes Jones, Vice President of Human Resources.____________________________________Nicole StotlerCEOHigh Country BankJuly 1, 2025