Interactive Customer Service Representative

About Cornerstone Bank

Cornerstone Bank was established in 2017, built on a legacy of community support and a commitment to helping individuals and businesses thrive. With deep roots in Worcester County and a strong presence throughout Central Massachusetts, Cornerstone combines the strength of a traditional bank with the personalized service of a local institution. Our community-based banking model allows us to deliver exceptional service with a personal touch—every time. At Cornerstone Bank, we foster a collaborative and inclusive workplace where innovation, teamwork, accountability, and excellence are more than just values—they’re how we work every day. We empower our employees to grow professionally, serve their communities, and deliver outstanding customer experiences.

Position Summary

Cornerstone Bank is seeking an Interactive Customer Service Representative to deliver exceptional service and support to our customers through the ITM video teller system. In this role, you will process a variety of banking transactions accurately and efficiently while providing courteous, professional service. You will build strong customer relationships by understanding customer needs, recommending appropriate bank products and services, and ensuring all activities are performed in compliance with bank policies and regulatory standards. This position is ideal for a detail-oriented, customer-focused professional who thrives in a fast-paced environment and is committed to service excellence.

Responsibilities and Accountabilities

• Provides efficient, effective, and courteous customer service through prompt handling of transactions via the ITM video teller system. 
• Performs a variety of transactions to service the customer, including processing deposits, withdrawals, payments, transfers, check cashing; may assist customers with more complex inquiries.
• Maintains updated knowledge of Bank's products and services. 
• Builds trust with customers by identifying opportunities to deepen customer relationships and refers customers to appropriate team member. 
• Ensures the accuracy and efficiency of activities. 
• Balances transactions and cash at the end of the day and participates in the branch settlement. 
• Performs all duties in accordance with prescribed regulatory compliance guidelines and as directed by management. 
• Other related duties as required.

Qualifications

• Demonstrated customer service skills
• Must be comfortable performing basic math calculations
• Attention to detail; ability to multi-task
• Strong verbal and written communication skills; possesses professional communication ability including active listening
• Strong interpersonal skills and ability to deal with customers under circumstances requiring tact and diplomacy
• Excellent organizational skills
• Capable of handling sensitive and confidential situations and documentation
• Must be available to work extended and/or weekend hours and attend training as needed
• Must be able to use various types of office equipment, including computer terminal

Education/Training/Experience

• High School Diploma or equivalent
• Three to six months retail cash handling/customer service experience
• Previous teller experience preferred. 

INDEPENDENT ACTION

Performs work independently within scope of established guidelines and practices. Consults with Manager where clarification or exception to Bank policy may be required. 

NOTE: These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required for this job. 

Cornerstone Bank is an Equal Opportunity Employer. In compliance with Equal Opportunity Guidelines and the Americans with Disabilities Act, Cornerstone Bank provides reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.