Financial Services Lead Carter Bank & Trust Stoneville

Title Financial Services Lead
Date 2020
Company Carter Bank & Trust
City Stoneville

Short Description :

Manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant Takes leadership action to achieve Branch GotoMarket and customer relationship management goals, ,…

Full Description :

POSITION TITLE: Financial Services Lead
REPORTS TO: Branch Manager
REPORTS TO THIS POSITION: Indirect oversight for Financial Services Representatives, Branch Services Representatives and Lead

Oversees and provides a complete range of customer services at the Bank, including opening new accounts explaining available deposit, loan and digital products and services, referring customers to key partners, and servicing existing accounts. Engages and connects, gathering customer information to acquire new relationships and grow / retain existing relationships. Takes leadership action to achieve Branch Go-to-Market and customer relationship management goals, and participates in business development calls and activities. Oversees and provides assistance to customers who have questions or problems with their accounts or services. Proactively identifies opportunities and provides materials and assistance with product and services information to include specials and promotions. Performs tasks such as balancing their accounts, ordering checks or transferring funds from one account to another. Assists customers with complex inquiries, teammate overrides, and/or escalates appropriately. Responsible for using and demonstrating use of systems and tools to process transactions, open new accounts, trouble shoot, research and provide service solutions. Oversees and adheres to regulatory, audit and operating policies and procedures. Attends training, assures teammate training and stays informed to meet performance expectations. Oversees adherence of team time and attendance policies and assists Branch Services with preparation of schedule for Branch Manager approval.

  • Consistently uses Carter Connect operating model concepts and practices to develop defined behaviors and skills
  • Assist Branch Manager in developing and overseeing execution of Branch Go-To-Market strategic plan. Participates in plan execution activities
  • Proactively plans and participates in follow-up and/or business development calls with designated teammate(s) / management and Key Partners
  • Consistently delivers exceptional customer experiences per Service Standards
  • Engages and connects with customers in the lobby to assist or direct to appropriate teammate
  • Proactively identifies opportunities to help customers by asking relevant questions and listening to needs
  • Consistently demonstrates effective use of conversation skills, recommends consumer products and services, including checking and savings accounts, digital and convenience tools (Online and mobile banking, eStatements, etc.)
  • Provides expertise in resolution of complex customer questions and problems, escalating for assistance if needed
  • Effectively identifies and submits quality referrals to branch teammates and key partners
  • Demonstrates proven expertise in operating process and system navigation effectiveness
  • Oversees and adheres to compliance, regulatory and operating policies and procedures
  • Provides or gets assistance with overrides and exceptions
  • Effectively completes transactions for consumer and commercial customers. Oversees review of other teammate work to ensure accuracy
  • Reads all required communication and assures appropriate action is taken by branch teammates
  • Proactively reviews and analyzes reports on individual and team productivity and performance
  • Takes responsibility for developing new skills and behavior competencies. Manages own development action plan. Oversees development action plans for Branch Services teammates
  • Leads and consistently contributes to performance cadence activities
  • Proven expertise in teammate collaboration
  • May attend bank sponsored events to serve citizens and community, enhancing the visibility of the Bank
  • Oversee and adheres to teammate attire and presentation per bank standards
  • Oversee and adheres to time and attendance policies
  • Responsible for meeting defined expectations and achieving performance goals in all areas of responsibility. Models and coaches to personal accountability with Branch Services teammates

  • High school diploma or equivalence required
  • Three or more years of bank experience in a commercial bank, or related industry
  • Minimum 1 year supervisory experience or proven leadership capability in prior position
  • Bank operations exposure a plus
  • Successful customer service and /or sales experience
  • Successful account/relationship management experience a plus

  • Excellent customer service skills
  • Detailed oriented, must be able to multi-task
  • Excellent communication skills, both verbal and written
  • Ability to lead effectively in fast-paced environment
  • Basic math and accounting skills are needed with emphasis on balancing
  • Proficiency in banking products and services a plus
  • Knowledge of Word and Excel a plus
  • Complete all required compliance training by established deadlines
  • Ability to oversee the work of others
  • Ability to maintain confidentiality

  • Must have computer skills
  • Sitting, standing, walking to terminal, and occasional stooping
  • Requires lifting bags and/or tray of coin and bills periodically
  • May be required to work overtime periodically
  • May require local travel periodically

Education Preferred
  • High School or better
  • High School or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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