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Job Description for a Bank Customer Service Representative

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Since bank customer service representatives are often the first people that customers interact with, they’re considered the “face” of the bank. For people who are cheerful, detail-oriented and good with numbers, a position as a bank customer service representative may be the perfect career choice.


Bank customer service representatives handle transactions and answer customer questions. When dealing with a customer, these representatives must be able to quickly decipher the customer’s needs, come up with the best solution, then clearly communicate that solution to the customer. They must have the knowledge to answer most client questions or be able to refer them to the people that do have the answers. Most banks also have their customer service representatives sell existing customers new banking services and products.


One of the most important skills for a career in banking customer service is communication. Customer service representatives with solid communication skills can calm angry customers by listening to them, then leading them to the solution that best works for them. Another crucial skill is the ability to handle money and details under pressure, since they must remember the tiniest details about the services their institution offers, complete complex transactions and manage large amounts of money all while dealing with long lines and impatient customers.


Usually, only a high school diploma is required for a position as a bank customer service representative. Most customer service training is provided on-the-job. Bank customer service representatives may have to complete more ongoing training than their peers in other industries, however, because they must stay current with banking regulations and products that are constantly changing.


According to the Bureau of Labor Statistics, in 2008, customer service representatives made an average of $14.36 per hour. This was slightly higher than the average 2008 wages for bank tellers, which was $11.35 per hour, but much lower than the average for bank and financial managers, which was $47.76 per hour.

Job Outlook

According to U.S. Bureau of Labor Statistics data from 2008, customer service jobs are expected to grow by 18 percent through 2018. For the next several years, it is expected that there will be more job openings than applicants. Banking customer service is not as susceptible to economic downturn as other jobs are, since people will always need to put their money somewhere. While technology has hurt some jobs--like phone banking representatives--it has created others--like customer service for Internet banks.


Dustin Brady is based in Cleveland, Ohio, and has been published in a number of Northeast Ohio newspapers, including the “News Sun” and the “Plain Press.” He graduated from Pensacola Christian College with a Bachelor of Science in professional writing and has been writing since 2005.

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