Senior Financial Services Representative

Enterprise Bank & Trust•Manchester, MO

About The Position

The Senior Financial Services Representative is the senior branch customer service associate, generally working closely with relationship managers, the treasury management representative, and their own client relationships. As a front-line representative, this role creates a welcoming environment for customers and handles account and service origination, as well as customer inquiries by telephone and in person. The representative may assist branch management with supervising branch activity and ensuring customers are served. The role serves commercial and consumer customers by opening accounts, supporting onboarding, recommending bank products and treasury services, processing consumer loan applications and closings, and resolving customer concerns. It also helps develop and maintain client relationships, supports lobby sales and coaching, and assists with sales reporting and annual client reviews. The representative may back up the teller line and perform teller transactions, balance a cash drawer and daily accounts, and follow dual-control procedures. The position also assists with branch opening and closing, follows corporate security procedures, and complies with company policies, audit guidelines, and regulations.

Requirements

Excellent interpersonal, customer-service, and sales skills.
Professional appearance and demeanor, including excellent telephone etiquette.
Strong work ethic and sound decision-making, including weighing customer satisfaction against bank exposure to loss or fraud.
Team-oriented, positive, flexible, and committed, with the ability to work well with others.
Maintain the highest level of confidentiality with information obtained.
Strong organizational skills and attention to detail; ability to set priorities and complete forms and transactions accurately.
Ability to handle multiple tasks and work independently.
Self-motivated and goal-oriented, with the ability to meet established lobby goals.
Thorough understanding of banking operations, bank products and services, and new business development.
Familiarity with personal and business account ownership types and the documentation required to open accounts.
Familiarity with consumer loan applications, products, and processes.
Bachelor’s degree in a business-related field or equivalent experience, or an equivalent combination of education and experience.
At least two years of banking experience.
Customer-service experience.
Skilled in using a personal computer, including Microsoft Word and Excel, Google Suite, IBS, and Salesforce.
Notary license as needed by the branch.

Nice To Haves

Experience working in an environment with individual and team goals.

Responsibilities

Ensure lobby coverage for walk-in customers and incoming phone calls, and may assist branch management in supervising branch activity.
Open new accounts for commercial and consumer customers.
Use knowledge of bank products and treasury services to make recommendations for commercial customers.
Contact new customers for onboarding and follow up to obtain required signatures and documentation.
Process consumer loan applications and closings; obtain an NMLS license for consumer real estate loans in applicable markets.
Work with treasury management representatives and relationship managers to strengthen client relationships, coach lobby associates on sales, and assist the manager with sales reports.
Respond to lobby and telephone customer-service requests.
Research and resolve customer problems, serve as a liaison between customers and other bank departments, and follow up to confirm resolution.
Develop and maintain long-term client relationships; cross-sell to deepen existing relationships, prepare annual reviews, and participate in proactive partner visits with assigned partners.
Participate in training programs to maintain and expand job knowledge and skills.
Comply with department and company policies, procedures, audit guidelines, and regulations.
Assist with opening and closing the branch according to corporate security procedures and remain aware of surveillance equipment location and operation.
Provide backup teller-line coverage and perform teller duties, including customer transactions and maintaining and balancing a cash drawer.
Balance the ATM, vault, coin and cash, and general ledger accounts daily, and follow dual-control procedures.
Perform other duties as required.