Banking Customer Service Associate job description

Job brief

We are seeking a detail-oriented Banking Customer Service Associate to join our retail banking division and deliver exceptional service to our diverse client base. In this role, you will act as a trusted advisor, helping customers navigate complex financial products while maintaining the highest levels of accuracy and security. You will be instrumental in driving customer retention and satisfaction by resolving inquiries with speed and professional empathy. If you are passionate about financial services and committed to maintaining rigorous operational excellence, we encourage you to apply.

What is a Banking Customer Service Associate?

A Banking Customer Service Associate is a vital financial professional tasked with managing client relationships and maintaining the integrity of banking operations. By leveraging core banking software and secure communication protocols, they provide expert guidance on retail banking products, loan applications, and investment services. Beyond resolving daily account discrepancies, a Banking Customer Service Associate serves as the first line of defense in identifying potential fraud and ensuring adherence to stringent financial industry regulations.

What does a Banking Customer Service Associate do?

A Banking Customer Service Associate manages a daily queue of client interactions, processing wire transfers, account adjustments, and identity verification requests through centralized banking systems like FIS or Fiserv. They conduct in-depth account research to resolve disputes, manage check-processing exceptions, and offer technical support for online banking and mobile app features. They collaborate with branch managers, loan officers, and compliance teams to ensure all financial activity aligns with Bank Secrecy Act (BSA) and Anti-Money Laundering (AML) standards.

Key responsibilities

• Execute complex banking transactions including wire transfers, stop payments, and account research within core banking platforms like Jack Henry or Fiserv.
• Identify and escalate suspicious account activity to the Fraud Prevention department while adhering to established AML and KYC protocols.
• Provide comprehensive support for digital banking tools, helping clients navigate mobile deposit, online bill pay, and multi-factor authentication setup.
• Resolve high-priority customer complaints regarding account fees, statement errors, or unauthorized transactions with focus on regulatory compliance and resolution.
• Maintain precise documentation of client interactions within CRM systems like Salesforce Financial Services Cloud to ensure a 360-degree view of the customer.
• Coordinate with personal bankers and loan officers to facilitate seamless cross-functional referrals for mortgage, credit, and investment opportunities.
• Participate in weekly operational audits to ensure all account opening documentation and transaction logs meet internal and federal compliance standards.
• Deliver personalized financial guidance to customers, explaining interest rate changes, account requirements, and product benefits to improve financial wellness.

Requirements and skills

• Minimum of 2 years experience in retail banking, credit union operations, or high-volume financial services customer support.
• Proven proficiency with core banking systems such as Fiserv, FIS, or Jack Henry & Associates for managing account ledger data.
• Demonstrated knowledge of federal banking regulations including Reg E, Reg CC, and Truth in Lending Act (TILA) compliance requirements.
• Ability to explain complex financial terms like APY, amortization, and liquidity to customers in a clear, accessible manner.
• Intermediate skill level with Microsoft Excel for generating reports and reconciling customer transaction data during dispute resolution.
• Active listening skills with the ability to manage high-pressure situations, such as fraud reports or disputed overdraft fees, with composure.
• Preferred certification such as the Certified Financial Service Auditor (CFSA) or American Bankers Association (ABA) Bank Teller certification.
• Associate or Bachelor’s degree in Finance, Business Administration, or related field with a focus on financial services coursework.

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