Customer Service Associate (Float)

Job DetailsJob Location: Jefferson Hwy - Baton Rouge, LA 70817Position Type: 40 Hours Per WeekEducation Level: High School Degree / EquivalentTravel Percentage: Up to 50% As NeededJob Shift: Monday - Friday, 8 AM - 5 PMPOSITION SUMMARY The Customer Service Associate (CSA) serves as the primary point of contact for customers, delivering exceptional service while performing both transactional (teller) and account servicing functions. This role supports customer relationship development by addressing financial needs, maintaining accurate account information, and promoting appropriate banking products and services. The CSA ensures all activities are completed accurately, efficiently, and in compliance with regulatory and bank standards. DUTIES AND RESPONSIBILITIES Customer Service & Relationship Management Provide professional, courteous, and efficient service to customers in person and via telephone Greet customers and direct them to appropriate services or personnel Resolve account-related issues and ensure positive customer experiences Explain and recommend bank products and services to generate additional business Conduct follow-ups with customers as needed after account servicing or opening Maintain a clean, organized, and welcoming customer environment Build and maintain strong interpersonal relationships with customers and coworkers Generate referrals and cross-sell appropriate products and services Account Servicing & Maintenance Open new accounts and perform maintenance on existing accounts Maintain and update customer records to ensure accuracy Process and manage: Wire transfers and associated agreements Debit card issuance, activation, and maintenance Online and business online banking enrollment Check orders and account documentation updates Support various account types, including consumer, business, IRA, and HSA accounts Handle customer disputes and coordinate resolution with appropriate departments Assist customers with safe deposit box access and documentation Transaction Processing & Cash Handling Process deposits, withdrawals, and check cashing transactions accurately Verify customer identity, endorsements, signatures, and balances Process a variety of transactions, including: ATM and night deposits Loan, utility, and mail payments IRA and HSA contributions Prepare and verify official checks Count and manage cash and coin throughout the day Balance teller drawer, ATM, and vault according to established procedures Identify, research, and resolve transaction discrepancies Operational & Team Support Assist coworkers and other departments as needed to support branch operations Provide guidance or assistance to less experienced staff when appropriate Maintain teller station organization and required supplies Monitor and report equipment or system issues Review work for completeness and accuracy Assist with customer and vendor access to controlled areas when required Participate in ongoing training and support product/service knowledge sharing Compliance & Risk Management Adhere to all bank policies, procedures, and federal regulations Comply with Bank Secrecy Act (BSA), Customer Identification Program (CIP), and related compliance requirements Complete required reports, including Currency Transaction Reports (CTRs), accurately and timely Place holds on accounts according to regulatory requirements Identify and help prevent fraudulent activity, including counterfeit items and elder abuse Maintain strict confidentiality of customer and bank information Cash Control & Balancing Physically count assigned cash daily, including currency and coin Balance teller drawer, ATM, and vault accurately and within established guidelines Follow all cash handling and balancing procedures, including dual verification when required Avoid force balancing and properly report and resolve discrepancies Ensure all transactions are processed and recorded prior to end-of-day close QualificationsEDUCATION AND EXPERIENCE REQUIRED High school diploma or GED required Minimum 6 months customer service experience required Teller or banking experience preferred Sales or new accounts experience preferred Business-related education or coursework preferred Familiarity with banking systems and platforms preferred COMMUNICATION Must be able to provide information to supervisors, co-workers, and customers both verbally and in written format. REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES Strong customer service and relationship-building skills Clear and professional verbal and written communication Strong attention to detail and accuracy Ability to multi-task and prioritize in a fast-paced environment Sound judgment and decision-making skills Basic accounting and cash handling knowledge Proficiency in Microsoft Word and basic Excel Ability to learn and use banking systems and software Strong interpersonal awareness and emotional intelligence Ability to maintain professionalism and composure under pressure PHYSICAL REQUIREMENTS Ability to work at either the Jefferson Hwy (6323 Mourning Dove Drive) or Central (Wax Rd) locations.  Ability to stand or walk for extended periods Frequent use of hands for cash handling and computer functions Ability to lift and carry moderate weight (approximately 40–50 pounds) Ability to interact with customers through multiple communication channels MENTAL REQUIREMENTS Ability to remain attentive and detail-oriented throughout the workday Ability to make sound decisions in a fast-paced environment Ability to follow procedures and regulatory requirements precisely Ability to manage multiple priorities while maintaining composure BEHAVIORAL REQUIREMENTS Demonstrate integrity, confidentiality, and ethical behavior Maintain a high level of accuracy and attention to detail Exhibit accountability and ownership of work Promote a culture of compliance and continuous improvement Work collaboratively with team members and departments