Customer Service Representative

Our ideal candidate: We are seeking candidates deeply committed to our mission: to transform the banking industry from within. We lead by example, collaborate with and invest in change-makers and build sustainable prosperity in our communities.

Who we are: Beneficial State is one of only a handful of B-Corp banks in the nation and one of the highest-rated B-Corps on the planet. That means that we subscribe to a rigorous evaluation standard that measures our positive impact, not just our profitability. We demonstrate how a bank can combine social equity, environmental sustainability, and business stability to create a better financial system – a system that drives inclusive prosperity to benefit people and the planet. #BCorp #WeAreBCorps

Join our team: If you are ready to do challenging and transformative work that will build a brighter future for us all, and you are hungry to bring your passion and energy to the table, we welcome your application.

TITLE: Other JOB CODE: N/A
FLSA: Non-Exempt SALARY GRADE: Grade 3
CATEGORY: Full-time UNION REPRESENTATION: CWA 7901/9412
SCHEDULE: LOCATION: Monday-Friday On-Site SUPERVISORY ROLE Y/N: N
REVISION DATE: 10/2025

POSITION OVERVIEW
Customer Service Representatives (CSR's) are responsible for delivering extraordinary customer service and helping customers reach their financial goals by cross-selling bank products and referring customers to the Branch Manager or Senior Relationship Banker.

A CSR is the main point of contact for customers and prospects visiting the branch and need to provide a high level of service by responding to customer inquiries, processing transactions, resolving issues, or referring them to the appropriate branch employee for assistance fulfilling a service request, new product or service.

This position is a unionized position through the Communication Workers of America

ESSENTIAL DUTIES

• Assist customers with consumer and commercial transactions, requests, and inquiries
• Maintain a cash drawer within the assigned cash limits and meet cash balancing requirements
• Process transactions efficiently and _securely while adhering to bank policies consisting of cash handling procedures, operational and compliance procedures, and Custom.er Identification procedures.
• Engage customers in conversations, listen to identify then recommend appropriate bank products and services to best meet customers' needs
• Introduce your customers to the Branch Manager or Senior Relationship Banker
• Train customers on the digital, on line, and ATM options that make banking easier
• Participate in sales promotions and meet monthly sales goals
• Be a Continuous Learner. Participate in training programs that expand job knowledge
• Perform back-up duties such as remote branch capture when necessary
• May open new safe deposit boxes for customers and/or assist customers gain access to their existing safe deposit box adhering to all safe box procedures (applies to branches with safe deposit boxes)
• When necessary, advise customer when holds are placed and availability of funds
• Assist customers in ordering checks, endorsement stamps, and other accessories requested by customers
• Assist Branch Operations Manager (BOM) in ordering, receiving, verifying, and distributing cash
• Assist BOM or other branch employee to compile ATM deposits, night deposits, and mail-in deposits
• Promotes the Bank's products and services, consistently cross-selling products at every opportunity
• Answers and directs calls as needed
• May assist in branch administrative tasks such as helping the BOM prepare copies to train new procedures.
• May assist the loan servicing department as needed.
• Displays and supports the Bank’s mission, vision, values, goals and culture at all times through one’s personal behavior, actions and decision making.
• Manage individual risk related to credit, operational, reputational, regulatory and legal aspects of interactions and transactions done personally
• Ensures compliance with all state and federal regulations and internal company policies, including but not limited to BSA/Anti-Money Laundering, Fair Lending, Privacy, and Anti-Discrimination, to the extent each applies to current job responsibilities.
• Completes all online compliance training as assigned within specified due dates

The position performs duties specific to the position and other functions as assigned.

ROLE COMPETENCIES

• Customer support
• Time Management
• Task Management
• Initiative
• Effective communication
• Attention to detail
• Adaptability
• Collaboration

ENVIRONMENT, PHYSICAL & MENTAL ACTIVITIES
The incumbent is in a non-confined office-type setting in which they are free to move about at will. It may include some minor annoyances such as noise, odors, drafts, etc.

The incumbent in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 10 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.

The incumbent for this position may operate any or all of the following: personal computer, cellular telephone, printer, fax, and other standard office equipment.

The incumbent in this position must be able to accommodate reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks and constant interruptions.

The work environment characteristics, physical and mental demands described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

POSITION REQUIREMENTS
Minimum Qualifications

• Excellent customer service skills
• Strong organization & time management skills
• Team-oriented, approachable and work well with others
• Possess strong oral and written communication skills
• Strong math and problem-solving skills
• Proficient in use of Microsoft Office applications.
• High School diploma or equivalent work-related experience

Preferred Qualifications

• A year of experience or commensurate training in retail activities, including sales and cash handling

Management reserves the right to change this position description at any time according to business needs.

COMPENSATION
The posted pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role but may include ranges from the different geographies where this position may be based. New employees' starting pay is usually from the start of the range to approximately 25% of the max, more qualified and/or experienced employees may start near the middle of the range for their geography. We may ultimately pay more or less than this range.

Compensation for our organization is based on factors that include the role, required knowledge, skills, abilities and competencies, and candidates’ relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. Our pay ranges are based on national living wage indexes, such as MIT's living wage index, to enable us to pay our employees beyond what are standard practices for many employers, and also take into account geographically-specific recent compensation market survey data for each position.

BENEFITS
Beneficial State Bank’s benefits include a comprehensive package designed to support you and your eligible dependents. We focus on the holistic health of our team members and promote work-life balance.

Our benefit package includes:

• Medical / Dental / Vision / Basic Life / STD / LTD
• Vacation Days: 2-4 weeks depending on role
• Sick Days: 12 days per year
• Holidays: 11 days per year
• 401(K) / ROTH / FSA / HSA / EAP
• Education and Adoption Assistance
• Bank-Wide Annual Discretionary Bonus Program
• Production-based incentive program available for some roles.
• Paid Volunteer Time: 4 days per year / annual match of qualifying employee donations
• Paid Sabbatical Program after 5 years of service
• Pet Benefits

For detailed information about our benefits, please visit http://www.beneficialstatebank.com/about-us/careers
You are welcome here at Beneficial State Bank. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, national origin, gender identity, disability or veteran status.