What are the responsibilities and job description for the Financial Services Representative position at Carter Bank?
POSITION TITLE: Financial Services Representative
FLSA STATUS: Non-Exempt
SUMMARY:
Engages and connects with customers, gathering customer information to acquire new relationships and grow/retain existing relationships while providing exceptional customer service to help resolve any questions or issues related to customer accounts or bank products and services.
ESSENTIAL JOB FUNCTIONS:
• Provides a complete range of customer services, including opening new accounts, servicing existing accounts, cashing checks, taking deposits, accepting payments, completing withdrawals, balancing customer accounts, ordering checks, transferring funds from one account to another, originating specified loans, and other transactions
• Engages customers, responds appropriately to opportunities to help customers by asking relevant questions, listening to needs, and directing to the appropriate associate, delivering exceptional customer experiences
• Effectively identifies and submits quality referrals to branch associates, internal partners (mortgage, community banking, treasury services, etc.), and vendor partners (credit card, merchant services, insurance, etc.)
• Identifies opportunities for follow-up and/or business development calls and communicates appropriately
• Assists with resolution of common or simple customer questions and problems, escalating for assistance if needed
• Assists with monthly cash count, verifying and distributing cash and coins as required
• Actively participates in executing the branch’s strategic plan to grow core deposits and loans, fee income
• Seeks overrides and exceptions as necessary
• Review and approve overrides within authority limits
• Reviews own work to ensure accuracy
• Reads all required communication and takes appropriate action
• Reviews reports on individual and team KPIs and performance metrics
• Takes responsibility for developing new skills and behavioral competencies. Contributes to the development action plan
• Participates in team meetings and activities
• May attend bank-sponsored events to serve citizens and community, enhancing the visibility of the Bank
• Adheres to compliance, regulatory, security and operating policies and procedures
• May assist in onboarding new associates by providing information, resources, and training reinforcement
JOB REQUIREMENTS:
• High school diploma or equivalence required, some college a plus
• Successful customer service and /or sales experience required
• Previous experience in a commercial bank or related industry a plus
• Prior cash handling experience a plus
KNOWLEDGE/SKILLS REQUIRED:
• Excellent customer service skills
• Excellent collaboration skills
• Detailed oriented, must be able to multi-task
• Strong verbal and written communication skills
• Ability to perform effectively in a fast-paced environment
• Basic math and accounting skills are needed with emphasis on balancing
• Basic computer literacy
• Knowledge of banking products and services is a plus
• Knowledge of Word and Excel a plus
PHYSICAL AND MENTAL QUALIFICATIONS:
• Sitting, standing, walking to the terminal, and occasional stooping
• Requires lifting bags and/or tray of coins and bills periodically
• May be required to work overtime periodically
• Travel between branches in the local market as needed
