Customer Service Specialist

Customer Service Specialist (CSS)Pathfinder Bank is seeking a Customer Service Specialist (CSS) to provide leadership and operational support within a community banking and financial services environment. This role supports customer service operations, CSR team leadership, cash and vault management, transaction processing, and relationship development, helping ensure efficient branch operations while delivering a high level of service to customers.Join a team that values your expertise and your community. At Pathfinder Bank, you are more than an employee. You are 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 paid time offOpportunities for career growth and internal mobility within a community bankA supportive team environment focused on employee development and engagementA community-focused culture with opportunities to give back locallyPosition SummaryCoordinates and supports daily Customer Service Representative operations within the branch to ensure customer transactions and operational responsibilities are completed accurately, efficiently, and with a high level of customer service. Provides working leadership and guidance to CSR staff through work assignments, coaching, mentoring, and technical support.This role supports daily staffing, cash and vault management, customer transactions, operational compliance, and branch sales and service activities. Identifies customer needs, recommends appropriate products and services, and makes qualified referrals while helping foster a collaborative, customer-focused branch environment.Essential FunctionsDeliver exceptional customer service while maintaining the confidentiality of customer records and informationProcess retail and commercial transactions, including deposits, withdrawals, loan payments, and check cashing, accurately and efficientlyPromote Bank products and services, identify customer needs, and make appropriate referrals to team members and other lines of businessProvide working leadership, coaching, mentoring, and technical guidance to Customer Service RepresentativesCoordinate daily CSR activities and work assignments to support effective branch operations and customer serviceOversee and assist with retail banking transactions for personal and commercial customersMaintain appropriate cash levels at CSR stations and within the vault and oversee vault security and teller alarm equipmentAssist CSR staff with balancing, researching differences, transaction processing, and other operational responsibilitiesEnsure adherence to Bank policies, procedures, internal controls, and applicable regulatory requirements to support satisfactory branch audit resultsAssist with opening and closing deposit accounts and processing loans to support platform staff and Universal Bankers as neededProvide coverage within the assigned branch and at other branch locations as business needs requireSupport branch sales and service initiatives and actively participate in branch incentive programsDemonstrate teamwork by proactively assisting branch colleagues and actively participating in Branch Team meetingsRequirementsHigh school diploma or equivalent3 or more years of banking experienceStrong knowledge of Customer Service Representative duties, branch operations, and applicable Bank policies and proceduresKnowledge of basic platform responsibilities, including the ability to open accounts and process loansDemonstrated leadership, coaching, and training skillsExcellent customer service and communication skillsStrong transaction processing, cash handling, and balancing skillsAbility to identify and research transaction differences and resolve operational issuesAbility to provide guidance and direction to team members while working collaboratively with branch managementAbility to obtain required internal training and certifications applicable to the positionAbility to travel to other branch locations during the workday as neededPreferred QualificationsABA Supervisor Certificate or equivalent supervisory banking educationAdditional ABA or equivalent banking-related certificationPrevious experience providing lead or supervisory coverage within a branch environmentNotary Public commissionSome college educationBasic knowledge of Human Resources policies and processes related to personnel actionsCommunity involvement