Service Representative (14th Street, West Point)

Customer Service Representative

The primary objective of this role is to manage and retain meaningful relationships with customers.

You will have the opportunity to take ownership of your career development through a variety of training opportunities to deliver the C&F Customer Experience. By responding to expressed needs, including all branch transaction functions, you will take a lead role in transitioning branch visits into relationship building opportunities that grow earning assets. The Service Representative (SR) is also responsible for proactively contacting current customers to schedule relationship reviews and deepen existing relationships. In addition to continuous relationship management of current customers, the SR is also accountable for acquiring new customer relationships, primarily by referrals from customers, prospecting, and lead sources.

Responsibilities

Manages the Brand (50%):

• Role models all aspects of C&F's "Focused on You" brand.
• Makes personal connections, engages and educates customers, asks open-ended questions, and listens to establish trust and build lasting relationships.
• Learns products, services, and procedures to accurately deliver solutions and financial options for customers using a consultative approach.
• Reviews customer accounts to make appropriate decisions regarding the requested transaction.
• Support team sales process through outbound calls to identify customer needs, conduct C&F Relationship Reviews (via phone/ in-person) and refer customers to the appropriate C&F business partner.
• Acquires new consumer customer relationships by leveraging internal and external lead sources.
• Attends networking/community events to build prospect list and acquire new customer relationships.
• Proactively partner with C&F Mortgage, Commercial and Business Relationship Managers, C&F Wealth Management, and Treasury Solutions to connect customers to experts who can help them with specialized financial needs.
• Influences, educates, and connects customers to technology.

Role models all aspects of the C&F Customer Experience, to include the C&F Service Experience, the C&F Relationship Review (consumer and business) and C&F Active Site Leadership.

Uses C&F Customer Experience strategies, specifically the C&F Relationship Review, to retain and deepen current customer relationships, coaches Professional Teller team on same skills as appropriate.

Drive performance metrics in line with company objectives.

Manages Risk (30%):

• Complies with all BSA/CIP requirements with all new account and existing customer interactions.
• Submits all customer documentation accurately and in a timely manner.
• Resolves all outstanding file maintenance cases within specified guidelines.
• Takes ownership for leadership of other operational risk management tasks as delegated by Branch Manager.
• Adheres to the Bank's information security policies and manages Bank information appropriately; protects customer information with high sense of accuracy and urgency.
• Processes customer transactions accurately and efficiently; follows all C&F transaction policies and procedures, particularly deposit hold procedures.

Teamwork and Influence (20%):

• Functions in Professional Teller role as needed/scheduled.
• Provides fill-in staffing to other market branches as needed.
• Participates in, and occasionally leads, components of daily morning huddle/weekly team meetings.
• Educates/coaches and partners with Professional Teller team to achieve referral goals.
• Leads C&F Active Site Leadership when not with a customer to include engaging customers at the Drive Thru.
• Builds collaborative, results-oriented relationships with prioritized key internal partners: Branch and Market teammates, Customer Service, Electronic Solutions, and other Operations staff; C&F Mortgage and C&F Wealth Management representatives, and Commercial/Business Relationship Managers.

Qualifications

Education and Experience:

Required Qualifications:

• High school diploma or GED
• One year of teller or cash handling experience
• One year of customer relationship building or sales experience

Preferred Qualifications:

• One year or more of branch banking experience
• Experience with sourcing and prospecting for new clients and relationship building

Knowledge, Skills, and Abilities Required Qualifications:

• Excellent interpersonal and communication skills, including a desire to interact with customers and prospects.
• Ability to deepen and enhance customer relationships.
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products.
• Ability to travel to other branches within a geographic region to accommodate temporary staffing needs as well as to fulfill training requirements.

Preferred Qualifications:

• General knowledge of bank operations, policies, and procedures.
• Ability to generate demand through prospecting and setting meetings.

Travel:

Must be able to travel to all Bank locations, including subsidiaries. Must maintain reliable independent transportation for commuting and business-related travel. Ability to provide your own transportation is required for this role. This role requires temporary assignment to a designated training branch for approximately seven to twelve (7-12) consecutive weeks. Travel to and from the training branch is required.

Physical demands:

Employee may experience the following physical demands for extended periods of time: view computer monitors, keyboarding, sitting, motion of fingers/hands/wrists, and standing/walking; occasional lifting, carrying, pushing, or pulling up to 20 pounds.

Work Environment:

Work is performed in operational office and a retail branch environment.

Citizens & Farmers Bank (C&F Bank)