Lead Customer Service Representative - West Glenwood

General Purpose

The Lead Customer Service Representative (CSR) oversees all other CSR's in the Bank, ensures that they are doing their jobs properly, schedules staff to cover the Bank's needs and may also perform regular CSR duties as needed.

Essential Duties/Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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  Regular and Reliable on-site attendance is required as an essential function of this position.

  
  
• Motivates their team members to remain friendly and professional at all times.
• Uses numerous software applications to perform daily tasks with minimal errors.
• Trains new Customer Service Representatives (CSR's) on bank practices and procedures.
• Handles escalated customer concerns and efficiently resolves problems.
• Practices exceptional customer service using available training programs and measurement tools.
• Performs all duties as a CSR. Maintains a cash drawer; balances and audits the cash drawer according to policy and schedule.
• Completes assigned location audits in a timely manner.
• Orders and prepares currency shipment for the location.
• Performs other duties as assigned.

Supervisory Duties:

• Supervises location CSR's and their cash drawers.
• Acts as a back-up for the Operations Supervisor as needed.
• Has the ability to give overrides and audit drawers.
• Per location request-dormant A or B status may be given if needed.

Employees are held accountable for all duties of this job.

Job Qualifications

Knowledge, Skills, and Ability:

• Demonstrates ability to remain professional at all times and while always having a pleasant and friendly demeanor for customers.
• Critical thinking ability and ability to resolve issues for customers, even in escalated situations.
• Demonstrates the ability to operate and handle ATM machines, cash and cash drawers.
• Communicates well with other CSR's, bank associates, sales teams, customers and others.
• Demonstrates ability to compose and submit proper business correspondence, including letters and electronic mail, to internal and external customers.
• Proficiency in Microsoft Office programs, including (but not limited to) Excel, Word, and Outlook.
• Understanding and application of banking compliance regulations.
• Working knowledge of talent management functions (including, but not limited to, coaching, reviews, training and follow-up).
• Utilizes tools and training programs available to exceed customer expectations and achieves satisfactory scores on Mystery Shops.
• Current possession, or ability to obtain, a Notary Public is a plus.

Education or Formal Training:

• Certification or coursework in banking or supervision, a plus.
• Bachelor's Degree in Finance or Business, preferred.
• Possession of, or ability to obtain, a valid State of Colorado Driver's License is required.

Experience:

• Sufficient CSR experience to have mastered all functions.
• Previous supervisory experience preferred.

Working Conditions

Working Environment:

This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. There are prolonged periods of standing in a generally fast-paced environment. Some evening and weekend hours may be included. Occasional travel may be required.

Physical Activities:

These are representative of those which must be met to successfully perform the essential functions of this job.

Physical demands standing for long periods of time, good eyesight and hand/finger dexterity, and ability to handle some mental stress when dealing with upset customers. May spend significant time doing computer work while occasionally needing to travel for conferences or meetings. While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus. Employee also may have to lift up to 50 pounds. Repetitive motion likely.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

Starting Rate of Pay is between $21.50 and $26.50 per hour, depending on experience.

For an overview of our employee benefits please visit: Alpine Bank Careers Page

Position anticipated to close August 29, 2025, or until filled.