Head Customer Service Representative

It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.

Head Customer Service Representative

Location: Nashville - West End office

If you’re looking for a career where purpose meets opportunity, and where your contributions truly make a difference, Wilson Bank & Trust is the place for you.

ABOUT US

Working at Wilson Bank & Trust means joining a purpose-driven organization where community impact and professional growth go hand in hand. The commitment to serving communities is matched by dedication to supporting employees—through recognition, rewards, and opportunities to grow. Inside our walls, you’ll find a workplace that reflects the same trusted reputation we’ve built since the beginning. Collaboration and servant leadership are at the heart of everything we do, creating an environment where talent is valued and service is elevated. Your voice matters here—feedback drives decisions on workplace flexibility, transparency, and strategic priorities.

ABOUT THE POSITION

Be the Face of Our Legacy

Imagine starting your day in one of our 32 office locations, greeting neighbors who soon become more than customers—they become part of your story. In a Retail role, you’re the trusted face of Wilson Bank & Trust, building relationships that last for generations. You’ll know the “regulars” by name, and they’ll know you as “their banker”, the person they turn to for life’s most important financial decisions. Over time, your career grows alongside theirs—you’ll teach the next generation of bankers while still cheering on the families you’ve served for years. This isn’t just a job; it’s a chance to become a cornerstone in your community and a lifelong partner in people’s financial journeys.

Position Summary

The Head Customer Service Representative provides leadership to customer service representatives at a specific location including training, coaching and mentoring. This position performs bank office activities to include providing service and support to customers, receiving deposits, processing checks, dispersing funds, verifying the accuracy of transactions, and handling complex or escalated customer account transactions. The Head Customer Service Representative reports to the Office Manager and provides excellent service and support to team members and customers while demonstrating the Company’s values and supporting the mission.

Position Duties & Responsibilities

• Provide leadership to Customer Service Representatives (CSRs) at a specific location including training, coaching and mentoring
• Prepare work schedules for CSRs
• Provide input for CSR performance appraisals and 1:1s
• Handle complex or escalated customer account transactions
• Serve as subject matter expert regarding policy, procedure, system functionality, and banking regulations related to customer transactions
• Balance vault on a daily basis
• Perform CSR audits as required by policy
• Order and ship currency for a specific location to include processing of mutilated currency
• Perform bank office activities to include providing service and support to customers, receiving deposits, processing checks, dispersing funds and verifying the accuracy of transactions
• Guard against loss by ensuring safekeeping of money in cash drawer and prompt accounting or transfer of funds. Identify fraudulent activity.
• Enter transactions in bank’s recordkeeping system, recording all transactions and producing customer receipts
• Perform teller capture duties
• Identify and capitalize on opportunities to refer new banking products and services to the appropriate business partner
• Balance cash drawer at end of shift
• Maintain a work area that protects all negotiables and confidential records
• Maintain knowledge of new and existing products and services
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, and establishing personal networks
• Attend training as requested
• Adhere to compliance with all federal bank regulations and laws, including those for consumer protection and the Bank Secrecy Act/Anti-Money Laundering Program
• Participate in outside community activities and in-school banking program as required
• Perform other duties as assigned

Required Qualifications

• High School diploma or GED
• 3 years of retail banking experience
• Customer service experience preferred
• Cash handling experience preferred
• Ability to serve a heavy workflow of customers in a courteous and professional manner
• Ability to build relationships with customers and internal teammates
• Basic organization and time management skills
• Ability to develop and maintain working knowledge of Bank products, services, policies, procedures, and systems
• Ability to work on multiple projects simultaneously while accomplishing daily tasks
• Maintain a professional demeanor at all times
• Effective verbal and written communication skills, including public speaking
• Excellent interpersonal skills
• Critical thinking and problem-solving skills
• High standards for integrity, honesty, professionalism, and work ethic
• Commitment to service excellence
• Ability to work independently while demonstrating excellent organization and follow through
• Demonstrate flexible and efficient time management and ability to prioritize workload
• Ability and willingness to work with purpose and a strong sense of urgency
• Self-motivated, positive, and enthusiastic
• Self-starter with a strong desire to exceed expectations and capable of supporting a team
• Maintain confidentiality discretion
• Ability to effectively work in collaboration with others to achieve business objectives
• Willing to grow and be challenged

COMPREHENSIVE BENEFITS & RECOGNITION
We believe success should be acknowledged and celebrated. That’s why we offer an all-inclusive total compensation package, including generous ATO, personal days, sick time, along with unique offerings such as the ability to combine accrued time with short-term disability for 100% pay, and more. Our Employee Assistance Program and Employee Care Fund provide additional support when you need it most. We celebrate achievements through peer-nominated award ceremonies and an interactive digital rewards platform, ensuring employees’ contributions are recognized companywide.

GROW WITH US

“Grow With Us” is more than a slogan—it’s an invitation. Whether partnering with local schools to teach the next generation hands-on financial life lessons through School Bank, exploring diverse career paths through our Banker AcademyProgram, or investing in yourself through our Employee Stock Purchase program, you’ll find opportunities tailored to your interests and ambitions while working for WBT. We invest heavily in development through mentorships, workshops, banking schools, and certifications because when our people grow, our customers thrive.