Financial Services Representative II

Carter Bank
Fredericksburg, VA
Apr 06, 2021
Apr 19, 2021
Accountant, IT
Full Time
POSITION TITLE: Financial Services Representative IIFLSA STATUS: Non-ExemptREPORTS TO: Branch Manager (indirectly to Financial Services Lead)REPORTS TO THIS POSITION: NoneSUMMARY:Provides a complete range of customer services at the Bank, including opening new accounts explaining available deposit, loan and digital products and services, referring customers to key partners, and servicing existing accounts. Engages and connects, gathering customer information to acquire new relationships and grow / retain existing relationships. Takes action to achieve Branch Go-to-Market and customer relationship management goals, and may go on business development calls. Provides assistance to customers who have questions or problems with their accounts or services. Proactively identifies opportunities and provides materials and assistance with product and services information to include specials and promotions. Performs tasks such as balancing their accounts, ordering checks or transferring funds from one account to another. Assists customers with basic inquiries and/or directs appropriately. Responsible for using systems and tools to process transactions, open new accounts, trouble shoot, research and provide service solutions. Adheres to regulatory, audit and operating policies and procedures. Attends training and stays informed to meet performance expectations.ESSENTIAL JOB FUNCTIONS:* Consistently uses Carter Connect operating model concepts and practices to develop defined behaviors and skills* Proactively participates in developing and executing Branch Go-To-Market strategic plan * Participates in follow-up and/or business development calls with designated teammate(s) / management and Key Partners* Consistently delivers exceptional customer experiences per Service Standards* Engages and connects with customers in the lobby to assist or direct to appropriate teammate * Proactively identifies opportunities to help customers by asking relevant questions and listening to needs* Effectively uses conversation skills, recommends consumer products and services, including checking and savings accounts, digital and convenience tools (Online and mobile banking, eStatements, etc.) * Assists with resolution of complex customer questions and problems, escalating for assistance if needed* Proactively submits referrals to branch teammates and key partners * Demonstrates competency in operating process and system navigation effectiveness * Adheres to compliance, regulatory and operating policies and procedures * Assists and/or seeks overrides and exceptions as necessary* Effectively completes transactions for consumer and commercial customers. Reviews own and other teammate work to ensure accuracy * Reads all required communication and takes appropriate action to reinforce with teammates* Proactively reviews reports on individual and team productivity and performance* Takes responsibility for developing new skills and behavior competencies. Manages own development action plan* Contributes to and participates in performance cadence activities * Proven capabilities in teammate collaboration * May attend bank sponsored events to serve citizens and community, enhancing the visibility of the Bank* Adheres to teammate attire and presentation per bank standards * Adheres to time and attendance policies* Responsible for meeting defined expectations and achieving performance goals in all areas of responsibility. Models personal accountabilityJOB REQUIREMENTS:* High school diploma or equivalence required* Minimum of 2 or more years of bank experience in a commercial bank, or related industry* Bank teller/operations exposure is a plus* Successful customer service and /or sales experienceKNOWLEDGE/SKILLS REQUIRED: * Excellent customer service skills* Detailed oriented, must be able to multi-task* Strong communication skills, both verbal and written* Ability to perform effectively in fast-paced environment* Basic math and accounting skills are needed with emphasis on balancing* Competency in banking products and services a plus* Knowledge of Word and Excel a plus* Complete all required compliance training by established deadlines* Ability to maintain confidentialityPHYSICAL AND MENTAL QUALIFICATIONS:* Must have computer skills* Sitting, standing, walking to terminal, and occasional stooping* Requires lifting bags and/or tray of coin and bills periodically* May be required to work overtime periodically* May require local travel periodically Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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