Be the first impression. Build the relationship. Know how to handle what comes next.
Synergy Bank is looking for a Customer Care Associate who believes exceptional service starts the moment a customer walks through the door or calls the bank.
This is an ideal opportunity for someone who genuinely enjoys welcoming people, anticipating their needs, and making sure every customer feels acknowledged and well cared for. Much of the day, you will serve as the greeter, concierge, and first point of contact for the branch, helping customers get where they need to go and ensuring their experience is smooth from beginning to end.
But this is more than a greeter position.
We are looking for someone with the ability and willingness to learn the more detailed side of retail banking. When a Customer Service Representative is out or a CSR position is vacant, the Customer Care Associate may step into that function and assist with new accounts, account servicing, documentation, banking products, and other more involved customer needs.
The right person will be equally comfortable warmly welcoming a customer at the door one day and carefully working through detailed account documentation the next.
What You'll Do
Create an Exceptional First Impression
- Welcome customers entering the branch and serve as a knowledgeable, approachable first point of contact.
- Assess customer needs and connect customers with the appropriate person or service.
- Answer incoming calls, respond to customer questions, and ensure calls are directed appropriately.
- Help create an organized, professional, and customer-focused branch environment.
- Follow up with customers and help resolve service concerns.
- Look for opportunities to make banking easier and more personal for each customer.
Assist Customers with Everyday Banking Needs
- Perform account maintenance and assist with customer service requests.
- Help customers with debit cards, PIN resets, check orders, online banking, and other digital banking services.
- Assist with wire transfer requests and other authorized banking services.
- Review work carefully to ensure information and documentation are accurate and complete.
- Explain bank products and services and identify opportunities to deepen customer relationships.
Be Ready to Step Into the CSR Role
When branch staffing requires additional CSR coverage, you may:
- Open consumer and business deposit accounts.
- Maintain and service existing accounts.
- Complete and maintain detailed account documentation.
- Assist with CDs, IRAs, HSAs, business accounts, and other deposit products.
- Issue debit and ATM cards.
- Assist with safe deposit box services.
- Process authorized wire transfer documentation.
- Assist with business online banking applications.
- Receive debit card disputes and coordinate with the appropriate bank personnel.
- Follow up on maturing CDs, account exceptions, missing documentation, and other customer needs.
- Make appropriate product and service recommendations and referrals.
You will receive the required training and authorization before independently performing assigned CSR functions.
Who Will Thrive in This Role?
This role may be a great fit if you:
- Enjoy being the first person customers see and don't view greeting, welcoming, or directing customers as "just" a task.
- Naturally notice when someone needs assistance and take the initiative to help.
- Can make conversation easily while remaining professional and respectful.
- Enjoy helping people but are also comfortable with detailed, process-oriented work.
- Are interested in learning banking products, systems, procedures, and regulations.
- Can shift between a highly interpersonal concierge role and concentrated administrative work.
- Are accurate and organized and understand that details matter in banking.
- Are comfortable learning complex processes rather than simply referring every question to someone else.
- Take ownership of the customer experience from beginning to end.
- Are dependable, professional, and comfortable working in a position where your presence matters.
Attendance & Reliability Matter
Because the Customer Care Associate provides critical front-line coverage, regular and reliable attendance and punctuality are essential to this position. Customers and coworkers depend on this role to provide consistent lobby and telephone coverage. We are looking for someone who understands the importance of being present, prepared, and ready to serve at the beginning of the scheduled workday.
What Makes This Position Different
This is not a teller position, and it isn't simply a receptionist position.
It's a hybrid customer-experience role for someone who enjoys being the face of the branch but also has the capability to become a knowledgeable banking resource.
Some days success may mean making sure every person entering the branch is immediately welcomed, understood, and connected with the right employee. On another day, success may mean stepping in to provide CSR coverage and carefully helping a customer through a more detailed banking need.
If you're energized by people, proud to deliver exceptional service, and capable of mastering the details behind that service, we'd like to meet you.
Qualifications
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
- Strong customer service, interpersonal, sales, relationship-building, and communication skills.
- Strong attention to detail, organization, time management, problem solving, and sound decision-making.
- Ability to multitask, remain calm and professional, and work effectively on the phone and computer in a fast-paced environment.
- Ability to learn and use multiple banking systems and Microsoft Word and Excel.
- Basic accounting and cash-handling knowledge and the ability to maintain accuracy and confidentiality.
- Ability to work collaboratively, follow direction and procedures, and accept temporary duty assignments based on operational needs.
- Reliable transportation.
EDUCATION AND EXPERIENCE
Required
- High school diploma or equivalent.
- Minimum of six months of customer service experience.
- Cash-handling experience.
- Successful completion of required internal training and authorization before independently performing assigned CSR functions.
Preferred
- Previous teller, new accounts, banking, or retail sales experience.
- Experience with applicable banking systems.
- Associate’s degree or higher in business or a related field.
- Completion of banking education courses.
PHYSICAL, MENTAL, AND COMMUNICATION REQUIREMENTS
- Ability to work at a computer workstation for extended periods and communicate effectively with supervisors, coworkers, and customers verbally and in writing.
- Ability to frequently count and handle cash; squat, reach, and retrieve supplies; and lift and carry approximately 30–50 pounds.
- Ability to remain attentive and focused, make sound decisions in a dynamic environment, follow instructions and procedures accurately, and remain calm under pressure.
ATTENDANCE AND RELIABILITY
- Be available to provide temporary Customer Service Representative coverage when scheduled or assigned, subject to required training and authorization.
- Follow established call-out, notification, scheduling, and leave procedures whenever an absence, tardiness, or need to leave early occurs.
- Recognize that dependable attendance is essential to maintaining lobby and telephone coverage, supporting coworkers, and providing consistent service to customers.
- Maintain regular and reliable attendance and report to work on time and prepared to perform assigned duties.
BEHAVIORAL EXPECTATIONS
- Maintain honesty, integrity, confidentiality, and ethical standards.
- Deliver exceptional customer service and demonstrate teamwork, accountability, professionalism, accuracy, and ownership of work.
- Exhibit a proactive, service-oriented mindset and support a culture of compliance and continuous improvement.