Customer Service Representative

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Published date: March 6, 2020 12:14 pm

Location: Catskill, New York, United States

The Customer Service Representative supports the branch manager by overseeing the efficient operation of the branch to ensure all operational functions are completely and properly performed by the staff while conveying a feeling of trust service security and satisfaction to customers and staff. The duties of the Customer Service Representative are contingent on the scope of the services that are offered at the facility. The Customer Service Representative must have a familiarity with IRA services and personal banking products and services.



ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned by supervisor and/or Trustco Bank’s Board of Directors.




Manages branch in the absence of branch manager.

Supervises head teller and tellers in the manager’s absence.

Build and promote branch identity drive sales and promote overall ownership and accountability for improving customer service and branch success.

Provides quality customer service through personal contact with customers and prospects in adherence with company policy.

Handles customer issues in person or over the phone with their bank product or service by assisting in researching and solving the issue.

Reviews and approves requests to include approval to cash large checks authorizing bank checks or general ledger tickets and the approval of various reports paperwork and cash counts.

Works to meet existing branch performance standards in areas such as operating control loss tellers’ level of experience bank secrecy and compliance with established policies and procedures.

Continues to building proficiency of banking principles and sales techniques by attending internal training external training and completion of continuing education courses.

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