Financial Services Representative

City National Bank of WV•Raphine, VA

12h

About The Position

The Financial Services Representative provides excellent customer service and ensures customer needs are met. The role manages lobby traffic to help reduce wait times and serves as a primary contact for resolving routine and complex customer account issues. It performs the essential functions of a customer service representative while responding to customers’ sales and service needs. Responsibilities vary based on branch staffing and traffic. The primary focus is addressing customers’ immediate needs while identifying opportunities to enhance and expand customer relationships.

Requirements

High school diploma or equivalent.
Demonstrated sales and service skills.
Ability to multitask, organize, and prioritize to ensure excellent customer service.
Professional dress and demeanor.
Personal computer proficiency.
Compliance with Loan Officer Requirements of the SAFE Mortgage Licensing Act and Regulation Z, including review of financial responsibility, character, and general fitness before placement in the role.
Compliance with NMLS registration and corresponding background check requirements within 30 days of employment.
Excellent customer service and sales skills.
Excellent oral communication and listening skills.
Knowledge of, or ability to learn, the bank’s operating systems, policies, and procedures.

Nice To Haves

Cash handling experience.
1–2 years of retail banking experience.

Responsibilities

Consistently follow the bank’s phone, platform, and customer service standards.
Maintain a positive and professional attitude.
Promote and sell bank products and services to prospective and existing customers using the bank’s customer conversation model to identify customer needs.
Process routine banking transactions and service and maintenance requests accurately, including check cashing, deposits, withdrawals, account transfers, loan payments, and debit card disputes.
Maintain and balance a working cash supply.
Assist customers with routine maintenance and complex service issues and see issues through to resolution.
Assist customers with loan applications, recommend appropriate loan structures, gather required documents, submit packages to the retail loan department, and close retail loans as needed.
Meet minimum individual production levels for retail loans, checking accounts, and mortgage referrals, and contribute to branch goals.
Develop and maintain customer relationships and seek referrals from existing customers.
Refer customers appropriately to other departments and business partners.
Maintain current knowledge of bank products and services and general knowledge of the competitive environment.
Complete required training within predetermined time limits.
Follow bank regulatory, audit, and compliance policies and procedures.