Financial Services Representative

City National Bank; Ronceverte (WV); On-site; USD 30,000 - 42,000; Full time

Job summary

City National Bank is seeking a Customer Service Representative in West Virginia to manage lobby traffic, resolve routine and complex account issues, and promote bank products. You will handle deposits, withdrawals, transfers, loan payments, and disputes with accuracy while maintaining a professional appearance and courteous demeanor.

The role emphasizes excellent customer service, cross-selling opportunities, and adherence to regulatory policies.

Qualifications

• 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
• Compliance with SAFE Mortgage Licensing Act and Reg Z; NMLS registration and background check within 30 days

Responsibilities

• Provides excellent customer service and handles lobby traffic to reduce wait times
• Acts as primary contact for resolving routine and complex account problems
• Promotes and sells bank products and services using the bank's model to uncover needs
• Processes routine banking transactions and service requests (check cashing, deposits, withdrawals, transfers, loan payments, disputes)
• Maintains and balances cash supply
• Assists customers with loan applications and documents; supports retail loan department
• Meets minimum production levels for loans, accounts and mortgage referrals
• Develops and maintains customer relationships and seeks referrals
• Refers customers to departments and partners appropriately
• Keeps up-to-date knowledge of bank products and services
• Adheres to regulatory, audit, and compliance policies

Skills

Customer service

Sales skills

Oral communication

Listening skills

Banking system knowledge

Education

High school diploma or equivalent

Tools

PC proficiency

Job description

Equal Opportunity Employer, Including Disability/Vets

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. Demonstrates proficiency in handling a variety of tasks and responsibilities including the performance of the essential functions of a CSR as well as the ability to respond to the sales and service needs of bank customers. The amount of time spent performing each function varies based on the personnel and traffic of each branch location. Primary focus is meeting the immediate needs of bank customers, while also looking for opportunities to enhance and expand relationships.

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
• Assists customers with routine maintenance and complex service issues; sees through to complete resolution
• Assists customers with loan applications, recommends appropriate loan structure, gathers required documents, submits package to retail loan department and closes retail loans as needed
• Meets 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
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job

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. Within 30 days of employment, employee must comply with NMLS registration and corresponding background check requirements
• Work is generally performed indoors in environmentally-controlled conditions
• Typically the employee may sit to perform the work; however, there may be some standing, walking, bending and lifting 5–10 pounds

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