Customer Service Representative II (Universal Banker)

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Description

The Customer Service Representative II/Universal Banker serves as the primary face of John Marshall Bank, responsible for providing exceptional customer service while opening accounts and accurately executing routine and complex financial transactions. This role balances operational excellence, strict regulatory compliance, and a consultative sales approach to support branch performance and community growth.

Requirements

• Deliver exceptional experiences by building rapport and responding to inquiries from customers and peers as well as internal and external partners.
• Processes new accounts as well as standard and complex financial transactions such as wires, research requests, CD maturities, loan payments, stop payments as well as standard financial transactions.
• Identify customer financial needs to effectively cross-sell, promote, and refer appropriate banking products and services.
• Manage physical branch cash by counting balances, preparing secure cash shipments, and verifying all end-of-day balances.
• Enforce regulatory laws and bank compliance and safety guidelines via Currency Transaction Reporting (CTR) and Customer Identification Programs (CIP) and standardized procedures.
• Mitigate operational and financial risk by reviewing cash and check endorsements to catch counterfeit bills or fraudulent items.
• Assist with coaching and supervising assigned teller activities and new teller training.
• Maximize branch optimization by leveraging bank digital platforms, assisting with general operations support, and actively monitoring the physical facility.

Qualifications

• High school diploma or equivalent,
• 1 year experience in a bank branch setting
• Associate or bachelor's degree (preferred)
• 3-5 years of experience in a bank branch setting (preferred)
• Exceptional verbal communication and customer service skills
• Critical thinking to analyze customer profiles and uncover hidden needs, pairing tailored services to secure long-term client trust
• Math Proficiency: Strong basic math skills for calculating totals and balancing ledger logs.
• High attention to detail with the ability to spot fraud and maintain strict confidentiality.
• Technical Literacy: Comfort navigating digital banking platforms, internal systems, and basic office software.

John Marshall Bank is an Equal Opportunity Employer

At John Marshall Bank, we pride ourselves on being able to attract the best talent in the industry, therefore we offer a comprehensive benefits package which includes:

• Medical
• Dental
• 401K Retirement Plan w/ an Employer Match
• Vision
• Employee Assistance Program
• Flexible Spending
• Transit Reimbursement
• Long Term Care
• Paid Time Off
• Life and Disability Coverage

At this time, John Marshall Bank will not sponsor a new applicant for employment authorization for this position.