Carter Bank and Trust Financial Services Representative II

POSITION TITLE: Financial Services Representative II
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 appropriate teammate, delivering exceptional customer experiences
• Proactively submits referrals to branch associates and key partners
• 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.)
• Assists with resolution of complex 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
• Adheres to compliance, regulatory, security and operating policies and procedures
• Assists and/or seeks overrides and exceptions as necessary
• Reviews own and other associates’ work to ensure accuracy as necessary
• Reads all required communication and takes appropriate action to reinforce with associates
• Proactively reviews reports on individual and team KPIs and performance metrics
• Takes responsibility for developing new skills and behavioral competencies. Manages own development action plan
• Contributes to and participates in team meetings and activities
• May attend bank-sponsored events to serve citizens and community, enhancing the visibility of the Bank
• 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 preferred
• Prior cash handling experience preferred

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
• Competency in banking products and services 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