POSITION TITLE: Financial Services Representative III
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. Monitors key metrics, adheres to bank policies and procedures, and accomplish tasks appropriately.
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.)
* Participates in follow-up and/or business development calls with designated associate(s)/management and Key Partners
* Provides expertise to others in the resolution of complex customer questions and problems, escalating for assistance if needed
* Assists with monthly cash count, verifying and distributing cash and coins
* Actively participates in executing the branch's strategic plan to grow core deposits and loans, fee income
* Adheres to compliance, regulatory 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 assures appropriate action is taken by branch associates
* Proactively reviews and analyzes reports on individual and team KPIs and performance metrics
* Takes responsibility for developing new skills and behavioral competencies. Manages own development action plan.
* Proactively and consistently contributes to team meetings and activities
* May attend bank-sponsored events to serve citizens and community, enhancing the visibility of the Bank
* 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 required
* Prior cash handling experience preferred
* Successful account/relationship management experience a plus
KNOWLEDGE/SKILLS REQUIRED:
* Strong mentoring and coaching skills
* Excellent customer service skills
* Excellent collaboration skills
* Detailed oriented, must be able to multi-task
* Excellent verbal and written communication skills
* Ability to function effectively in a fast-paced environment
* Basic math and accounting skills are needed with an emphasis on balancing
* Basic computer literacy
* Knowledge of banking products and services
* 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 local markets as needed