Customer Service Representative - BILINGUAL CHINESE

Job Description

Job DescriptionSUMMARY

The Customer Service Representative (CSR) I position is responsible for providing prompt, professional, and courteous service to clients by assisting with account openings and maintenance, resolving inquiries and issues, promoting bank products, and ensuring a positive customer experience. This role plays a key part in the day-to-day operations of the branch by processing customer requests, maintaining accurate records, and supporting other team members to ensure smooth workflow and regulatory compliance.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Open and maintain customer accounts (checking, savings, certificates of deposit, IRAs, money market, and safe deposit boxes).
• Assist customers with mobile and online banking setup and troubleshooting.
• Answer incoming calls and respond to general inquiries, resolve issues or escalate as needed.
• Process account transactions, issue debit/credit cards, order checks, and print customer statements.
• Conduct verification for address changes and returned mail.
• Monitor account balances, upcoming CD maturities, and communicate with clients as necessary.
• Assist with domestic and international wire transfers.
• Process safe deposit box renewals and availability.
• Prepare and review monthly/quarterly reports.
• Perform stop payments, inactive account reviews, and debit card follow-up.
• Support tellers or assist in the vault during busy periods.
• Assist with audit preparation or special branch initiatives.
• Call customers to confirm address updates or follow up on account discrepancies.
• Perform other duties as assigned.

SKILLS AND COMPETENCIES

• Strong interpersonal and communication skills.
• Ability to multitask, prioritize, and problem-solve under pressure.
• Understand basic banking products and services.
• Detail-oriented with high standards for accuracy and confidentiality.
• Proficient in Microsoft Office Suite and core banking software.
• Fluent in a second language (e.g., Chinese or Spanish) is a plus but not required.
• Treats people with respect and dignity.
• Demonstrates professionalism and cultural sensitivity.
• Maintains integrity and ethical behavior.
• Builds trust and upholds organizational values.
• Accepts accountability for actions.

SUPERVISORY RESPONSIBILITY

N/A

EDUCATION AND EXPERIENCE REQUIREMENTS

• High school diploma or GED required; Associate’s or Bachelor’s degree in related field preferred.
• 1 year of experience in a customer service or financial environment preferred.

WORK ENVIRONMENT

This position primarily operates in a fast-paced professional office environment, with regular customer contact, standard lighting, ventilation, and ergonomic conditions.

PHYSICAL REQUIREMENTS

• Must be able to sit/stand for long periods.
• Frequent use of hands and fingers for typing, writing and using standard office equipment such as computers and phones.
• Prolonged periods of computer use and viewing of computer screen.
• Frequent bending, stooping, squatting, pulling and reaching.
• Occasional lifting and moving of coin and cash bags, documents or files up to 20 pounds.

In accordance with the Americans with Disabilities Act (ADA), reasonable accommodations may be provided to enable individuals with disabilities to carry out essential job duties.

TRAVEL

• No regular travel. Occasional attendance at local events may be required.
• Current driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.

BENEFITS

401K match

medical, dental, vision insurances

paid-time-off

paid holidays

commute benefit

FSA/HSA - health, dependent care

employee discounts