Job Description

Join a team that values your expertise and your community. At Pathfinder Bank, you're not just an employee. You're a valued member of a team that takes pride in helping local businesses and communities grow. When you join us, you become part of a people-first culture built on respect, development, and service.

We offer:

• Competitive compensation and benefits, including health coverage, 401(k) with company match, and generous paid time off
• A commitment to career growth and internal mobility
• A community-focused culture with paid volunteer opportunities
• A supportive team that truly values your contributions

Objectives

The Customer Service Representative (CSR) is responsible for providing exceptional service to branch customers and resolving routine customer concerns in a timely manner. The CSR plays a key role in generating branch referrals that support the achievement of annual goals. This position collaborates with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately. The CSR must stay current on operational changes and demonstrate sound risk management practices to support branch growth while minimizing preventable losses and fraudulent activity.

Essential Functions

1. Deliver exceptional customer experiences, including proactively greeting customers, using their name, and ending each interaction in person or by phone by saying, “Thank you for banking with Pathfinder Bank,” while maintaining confidentiality of all customer records and documents.
2. Process a variety of retail and commercial transactions, including deposits, withdrawals, loan payments, and check cashing in an accurate and efficient manner. Assist with support work.
3. Promote the Bank’s products and services and refer customers to the appropriate sales personnel. Answer customers’ routine banking questions and refer complex inquiries to management.
4. Verify check endorsements and funds availability and disburse cash to customers in the conduct of transactions and according to policy. Issue receipts to customers for transactions processed to provide a record of activity. Balance daily work, adhering to all procedures stated in the employee difference policy.
5. Update customer contact information on an ongoing basis to ensure we have the most accurate information in the event the Bank needs to contact the customer.
6. Understand and adhere to risk and regulatory standards, policies, and controls. Identify risk-related issues needing escalation to management.
7. Proactively assist other branch colleagues and actively participate in branch team meetings.

Secondary Functions

1. Assist Branch Management with other duties as assigned.
2. Cover shifts within the assigned branch location and, if needed, at other branch locations.
3. Attend all required branch meetings and Bank business activities.

Competencies

• Customer Service Expertise
• Basic Computer Skills
• Attention to Detail
• Problem Solving
• Teamwork
• Communication

Supervisory Responsibility

None

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, printers, and filing cabinets.

Travel

If necessary, travel will be primarily during the workday.

Requirements

• High school diploma or equivalent
• At least one year of customer service experience
• 1-3 years of banking experience or cash handling experience
• Professional in appearance and conduct
• Intermediate computer skills (Microsoft Office and Outlook)
• Basic mathematical functions
• Ability to work as part of a team and assist other team members
• Ability to adapt to change
• Attention to detail and quality of work
• Ability to multitask
• Positive attitude

Preferred Qualifications

• Previous sales or referral making experience
• Community involvement