Internal Deadline 12/16/2025

Typical hours will be M-F 10:30am-2:30pm, with occasional 2pm-6pm shifts as needed.

At RCB Bank, we believe that every role within our organization plays a critical part in delivering exceptional service to our customers and communities. The jobs we offer reflect our commitment to building strong, meaningful relationships and maintaining the highest standards of integrity, professionalism, and customer care. We are dedicated to fostering a culture where every team member understands their purpose and impact on our mission to serve the financial needs of our customers while contributing to the economic vitality of the communities we call home.

RCB Bank is committed to creating an outstanding experience for our customers in every single interaction, and we desire to differentiate RCB Bank from the competition through exceptional standards of service. All employees, whether in person, on the phone, through email, or online are expected to conduct themselves with the utmost level of professionalism and customer service while adhering to the RCB Bank standards of service: Integrity, Reputation, Professional, Empowered, Welcome, Ownership, Action, Responsive, Relational, and Excel.

POSITION SUMMARY:

The Float Customer Service Representative (Float CSR) plays a vital role in delivering exceptional customer service to new and existing RCB Bank customers while supporting branches across a specified region by filling staffing gaps and assisting locations experiencing increased new accounts volume or temporary staff shortages. This position is responsible for accurately opening, maintaining, and servicing deposit accounts; responding to customer inquiries; and educating customers on RCB Bank products and services. As a frontline ambassador of the bank, the Float CSR is focused on relationship building, operational accuracy, and ensuring a consistent customer experience at each branch served.

In addition to traditional CSR responsibilities, the Float CSR serves as a key line of defense in fraud detection and prevention at the new accounts desk. The role requires strict adherence to procedural, regulatory, and documentation standards to safeguard the Bank, reduce risk, and ensure the accuracy and compliance of all account-related records.

ESSENTIAL FUNCTIONS:

1. Opens and services consumer and business deposit accounts in accordance with bank policies, regulatory requirements, and documented procedures; obtains and verifies customer identification and required documentation, ensuring accuracy, completeness, and compliance with internal controls, KYC/Customer Identification program (CIP) standards, and all applicable regulations.
2. Maintains and updates existing customer accounts, resolving issues or making changes with thorough attention to detail and documented accuracy.
3. Serves as a frontline representative for the Bank, providing courteous, knowledgeable, and timely assistance to customers in person, by phone, or electronically; listens to customer needs, identifies new opportunities for improved financial solutions, and educates customers on RCB Bank products, services, and digital banking tools, referring customers to appropriate branch staff, lenders, or departments when needs extend beyond the expertise of the CSR role.
4. Reviews account information, identification, documentation, and customer-presented materials to identify inconsistencies, high-risk indicators, or potential fraud; follows established procedures for escalating suspicious behavior, questionable documentation, or unusual account activity.
5. Ensures compliance with fraud-mitigation practices, including signature verification, new account screening tools, and established verification protocols.
6. Completes all account documentation with a high degree of accuracy, ensuring forms, disclosures, and electronic records are correct, compliant, and properly retained.
7. Adheres to all regulatory requirements including BSA/AML, CIP, OFAC screenings, privacy standards, and recordkeeping obligations; ensures that customer interactions, account maintenance, and file updates meet internal audit and compliance standards.
8. Provides CSR support at various branches based on staffing needs, adapting quickly to different branch environments, procedures, and customer volumes; assists branch leadership with operational tasks, sales and service initiatives, and general customer support as assigned.
9. Maintains consistent service standards across the Bank’s footprint, ensuring customers receive the same experience regardless of location.
10. The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

EXPERIENCE REQUIRED:

• Minimum one (1) year of proven customer service experience
• Previous experience in banking, including knowledge of banking processes, bank products, services, and regulatory requirements preferred

EDUCATION, CERTIFICATIONS & TRAINING:

• High school diploma or GED required
• Successful completion of new accounts training program after hire

JOB-SPECIFIC SKILLS & KNOWLEDGE:

• Strong understanding of deposit account structures, bank products, and customer service processes
• Knowledge of new account documentation requirements, CIP and regulatory expectations, and standard account-opening procedures
• Working knowledge of applicable computer systems, such as Microsoft Word, Excel, and Outlook
• Ability to identify fraud indicators and follow fraud-prevention and escalation procedures
• Excellent communication, interpersonal, and customer service skills
• Strong attention to detail and commitment to accuracy and compliance
• Ability to multi-task, meet deadlines, and adapt to varying branch environments
• Ability to work independently, professionally, and collaboratively with diverse customers and co-workers
• Flexibility to work at multiple branch locations as required