Job Title:

Customer Service Representative (CSR) &

Loan Operations Specialist Department:

Retail Banking & Lending Reports to : Retail Banking Officer, supported by

AVP Credit Operations Manages:

N/A Location:

Turtle Lake Job Classification:

Nonexempt Overview:

The CSR & Loan Operations Specialist is a hands-on team member who helps create exceptional customer experiences while supporting lending and operational activities throughout the branch. This dual-role position combines frontline customer service responsibilities with loan operations support, providing a unique opportunity to build knowledge across multiple areas of community banking. The

CSR & LOS

serves customers through day-to-day retail banking activities while also partnering with lenders and loan operations staff to support loan processing, documentation, compliance, maintenance, and servicing functions. The ideal candidate enjoys building relationships, solving problems, staying organized, and learning new skills. By working across both retail and lending functions, this role helps ensure customers receive responsive, accurate, and personalized service while contributing to the overall success of the Turtle Lake branch. As a key contributor to both customer experience and lending support, the

CSR & LOS

turns details into action, supports efficient operations, and helps deliver the trusted banking experience that defines TruCommunity Bank. Retail Banking & Customer Service Responsibilities Provide exceptional customer service and relationship support Provide account services by cashing checks, making deposits, account withdrawals, and all other customer services needed. Open and close accounts (checking, savings, and CDs) Assist customers with debit card services, online banking, mobile banking, and account-related requests Complete CTRs and other required compliance activities Process and send CD notes and disclosures ATM balancing & stocking money weekly at ATM locations Support branch balancing and operational functions Identify opportunities to refer customers to additional bank products and services Assist with branch operational and administrative support as needed Loan Operations Support Responsibilities Assist lenders and loan operations staff with loan documentation and file preparation Maintain loan files and ensure documentation is complete, accurate, and organized Process paid loan documentation Assist with collection, tracking, and verification of required loan documentation Communicate with customers regarding loan documentation and follow-up requests Process loan-related correspondence and maintain records

Qualifications:

Self-motivated and able to work independently with a proactive approach to problem-solving High attention to detail and accuracy in documentation and processes Demonstrated ability to handle confidential information with discretion and professionalism Strong multitasking and prioritization skills in a dynamic environment Exceptional organizational and time management abilities Service-oriented with strong interpersonal and communication skills that promote trust and collaboration Strong computer and technology skills Ability to learn banking systems, lending procedures, and regulatory requirements Team-oriented mindset with a willingness to support multiple business functions Positive attitude and commitment to excellent customer service Banking, customer service, lending, administrative, or financial services experience is helpful but not required; training will be provided for the right candidate