Customer Service Specialist

Summary of Job Description:

The Customer Service Specialist serves as a key ambassador of Lake Shore Bank by delivering exceptional customer experiences and fostering meaningful customer relationships. This position is responsible for accurately processing transactions, identifying customer needs, educating customers on banking products and services, and supporting branch sales and service goals.

The Customer Service Specialist utilizes a consultative approach to strengthen customer relationships, promote digital banking solutions, and contribute to the overall success of the branch while maintaining compliance with all bank policies, procedures, and regulatory requirements.

Key Responsibilities:

Customer Experience & Relationship Building

• Deliver an exceptional customer experience during every interaction.

• Welcome customers promptly and professionally while identifying opportunities to deepen relationships.

• Accurately process customer transactions including deposits, withdrawals, payments, transfers, and account maintenance requests.

• Utilize customer interactions to identify financial needs and recommend appropriate products, services, and digital banking solutions.

• Resolve customer concerns efficiently and ensure follow-up occurs within established service standards.

• Maintain a thorough understanding of all bank products, services, promotions, and delivery channels.

Sales & Business Development

• Support branch goals through referrals for deposit products, consumer lending, treasury management, and other bank services.

• Participate in customer outreach initiatives, community events, and branch marketing campaigns.

• Assist branch leadership in achieving sales, service, and customer retention objectives.

• Promote adoption of digital banking services, online account access, mobile banking, digital wallets, and other technology-based solutions.

Operational Excellence

• Balance cash drawer and daily transactions accurately and within established standards.

• Maintain appropriate cash levels in accordance with bank policies and internal controls.

• Complete assigned operational activities, audits, and documentation accurately and timely.

• Assist with customer onboarding and account opening activities as assigned.

• Support overall branch operations and staffing needs through schedule flexibility and teamwork.

Compliance & Risk Management

• Adhere to all bank policies, procedures, regulatory requirements, and operational controls.

• Maintain knowledge of BSA, AML, OFAC, CIP, and other applicable regulations.

• Identify and escalate suspicious activity or potential fraud concerns.

• Complete all required compliance, security, and professional development training.

• Protect confidential customer and bank information at all times.

Teamwork & Professionalism

• Foster a positive and collaborative work environment.

• Represent Lake Shore Bank in a professional manner.

• Maintain professional appearance, conduct, and communication standards.

• Assist with maintaining a clean, safe, and welcoming branch environment.

• Perform other duties as assigned.

Knowledge, Skills & Abilities

• Strong customer service and relationship-building skills.

• Excellent verbal and written communication abilities.

• Proficiency with Microsoft Office applications and banking technology systems.

• Strong attention to detail and accuracy.

• Ability to multi-task in a fast-paced environment.

• Demonstrated problem-solving and decision-making skills.

• Ability to maintain confidentiality and exercise good judgment.

• Commitment to continuous learning and professional development.

Core Competencies

• Customer Focus

• Communication

• Accountability

• Teamwork

• Adaptability

• Problem Solving

• Sales & Referral Development

• Operational Excellence

• Compliance & Risk Awareness

Required Qualifications:

• High School Diploma or equivalent required.

Preferred Qualifications:

• Prior customer service experience preferred.
• Previous cash handling, retail banking, or financial services experience preferred.

Mandatory Requirements:

• Maintain compliance with all federal and state banking regulations.

• Adhere to Lake Shore Bank's Code of Conduct and ethical standards.

• Maintain positive working relationships with customers, coworkers, management, vendors, and community partners.

• Successfully complete all required annual training programs.

• Perform assigned duties with integrity, professionalism, and accountability.

This job description in no way should be construed as a contract for employment. These job duties may be subject to change at any time, due to reasonable accommodation or other reasons. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

“Position is responsible for delivering Lake Shore’s Best Service—Putting People First—to new and existing customers, and serving Lake Shore’s internal team with equal quality.”

Maintaining and enhancing reputation is critical to any company’s future success, but this is especially so in the financial services sector. As an employee of Lake Shore Bank, you will be held closely to the Code of Conduct policy which includes integrity in your actions.