Position Title: Float Customer Service Representative

Reports To (Title): Territory Director

Department: Community Banking

FLSA Status: Non-Exempt

Purpose: The Floating Customer Service Representative will float between Territory branches, as needed, managing the customer experience from the beginning to end, efficiently handling service transactions, identifying financial needs, recommending products and services, and making referrals to the appropriate channel or source. The Floating 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 for current and prospective bank customers.

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. Accountability and ownership for meeting or exceeding established sales goals as assigned as well as individual and departmental call center metrics.


2. Educates customers on alternate delivery methods and channels.


3. Evaluates the needs of customers and recommends appropriate financial products and services.


4. Identifies and acts upon opportunities to refer customers to specialists in other lines of business.


5. Generates, identifies, and expands customer relationships.


6. Accepts and processes loan applications.


7. Applies knowledge of bank policies and procedures to appropriately and efficiently resolve customer account issues.


8. Responsible for ensuring cash and negotiable instrument control measures including cash management, shipping and cash ordering, vault currency, vault balancing, vault related controls and submits reports as assigned in a timely manner.


9. Responsible for accurately processing transactions for customers (e.g. deposits, loan payments, cashing checks) in a courteous and professional manner. Provides prompt, efficient, and accurate service.


10. 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.


11. This job description is not exhaustive. The Float Customer Service Representative may be required to perform other duties as assigned.

Job-Related Qualifications - Education and Prior Experience:

Required:

• High School Diploma or equivalent


• 2+ Years Experience - Type: Retail Banking

-OR-

Required:

• Bachelor's or Associates Degree


• 1+ Year Experience - Type: Internal Teller or Banking Platform, or combination of both


• 1+ Years Experience - Type: Retail Banking

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. Strong sales orientation and customer focused


2. Proven problem-solving skills and sound judgement


3. Proficient in Microsoft Office with the ability to learn and utilize new and existing banking software applications


4. Adaptable to varying back and customer needs

Physical Requirements:

1. Ability to work rotational weekend schedule


2. Able to regularly stand for prolonged periods of time


3. Extensive Computer usage is required


4. Able to Travel extensively between Branch locations


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 (585) 786-4344, (585) 498 - 7565 or (585) 786-1417.

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, past 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.