Financial Services Representative

Summary Description

Provides excellent customer service, ensuring that all customer needs are met. Manages lobby traffic and helps to reduce customer wait times. Serves as primary contact for resolving routine and complex problems on customer accounts.

Essential Functions

• Consistently executes City’s phone, platform and CSR service standards to provide excellent customer service
• Displays a positive and professional attitude at all times
• Actively promotes and sells the bank’s products and services to prospective and existing customers by using City’s customer conversation model to uncover customer needs
• Accurately processes routine banking transactions and service and maintenance requests including, but not limited to, check cashing, deposits, withdrawals, account transfers, loan payments and debit card disputes
• Maintains and balances a working cash supply
• Affords assistance to customers with routine maintenance and complex service issues; sees through to complete resolution
• Affords assistance to customers with loan applications, recommends appropriate loan structure, gathers required documents, submits package to retail loan department and closes retail loans as needed
• Maintains minimum individual production levels for retail loans, checking accounts and mortgage referrals; actively contributes to branch goals
• Develops and maintains customer relationships; actively seeks referral resources from existing customers
• Refers customers to other departments and business partners appropriately
• Maintains an up to date knowledge of bank products and services
• Maintains general knowledge of the competitive environment
• Completes all training within predetermined time limits
• Adheres to all bank regulatory, audit, and compliance policies and procedures

Position Requirements

• High school diploma or equivalent
• Demonstrated sales and service skills
• Ability to multi-task, organize, and prioritize to ensure excellent customer service
• Displays professional dress and demeanor
• Personal computer proficiency
• Cash handling experience preferred
• 1-2 years of retail banking experience preferred
• Must be compliant with Loan Officer Requirements of the SAFE Mortgage Licensing Act and Regulation Z. Compliance includes review of the candidate’s financial responsibility, character, and general fitness prior to placement in the role.

Critical Skills / Expertise

• Excellent customer service and sales skills
• Excellent oral communication and listening skills
• Knowledge of (or the ability to learn) the bank’s operating systems, policies and procedures