Customer Experience Representative (Teller)

Description

Join our dynamic Retail Banking team as a Customer Experience Representative, where you will serve as the frontline ambassador dedicated to delivering an exceptional, seamless, and personalized banking experience. This role offers an exciting opportunity to engage with customers across multiple channels, ensuring their needs are met with professionalism, accuracy, and a friendly approach. If you are passionate about providing outstanding service and supporting customers in achieving their financial goals, we invite you to become a vital part of our team.

Requirements

Customer Experience & Service

• Warmly greet customers every time—using their name, eye contact, and a friendly, confident tone.
• Deliver prompt, accurate service across all transactions (deposits, withdrawals, check cashing, transfers, loan payments, etc.).
• Actively listen to customer needs and recommend products/services that genuinely improve their banking experience.
• Educate customers on digital banking tools, account features, and financial wellness offerings.
• Take ownership of customer concerns, ensuring issues are resolved promptly and communicated clearly.

Reception & Front Desk Support

• Serve as a welcoming first point of contact for visitors, customers, vendors, and employees entering the branch or contacting the Bank by phone.
• Answer, screen, and direct incoming calls in a professional, courteous, and timely manner.
• Greet and direct visitors to the appropriate employee, department, or meeting location while maintaining security and confidentiality standards.
• Assist with lobby management by monitoring customer flow, communicating wait times, and helping ensure customers are connected with the right resources.
• Support general administrative tasks as needed, such as accepting deliveries, maintaining reception materials, and assisting with customer forms or branch communications.

Account Support & Relationship Building

• Maintain updated customer information with accuracy and attention to detail.
• Track product referrals and customer interactions to support growth and service goals.
• Partner with internal teams to ensure customers are seamlessly connected to the right resources (e.g., Loan Officers, Financial Services).

Operational Excellence

• Follow all bank policies, procedures, and security guidelines with consistency.
• Balance cash and reconcile transactions daily with a high degree of accuracy.
• Identify discrepancies, resolve errors, and escalate as needed.
• Maintain working knowledge of all retail banking products, services, and compliance requirements.
• Participate in opening/closing procedures and ensure branch safety standards are upheld.

Compliance & Risk Management

• Uphold confidentiality standards and always safeguard customer information.
• Complete all required compliance and regulatory training on schedule.
• Ensure all customer identification procedures (including CIP) are followed without exception.

Team Engagement

• Demonstrate a positive, team-oriented attitude and support colleagues as needed.
• Contribute to a culture of continuous improvement and customer-first thinking.
• Represent the Bank’s Core Values in daily interactions with customers and coworkers.
• Support other branch locations as needed.

The job duties listed are in no way all encompassing. Other duties, responsibilities and qualifications may be required and/or assigned as necessary. This position requires regulatory compliance.