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About The Position
The Financial Services Representative II (FSR II) is a front-line banking professional responsible for delivering exceptional customer service and supporting branch growth through both platform and teller functions. This role opens and maintains accounts, performs teller transactions, builds customer relationships through needs-based conversations, identifies sales and referral opportunities, and supports daily branch operations. The FSR II also assists with teller oversight and coaching to help ensure efficient operations, service excellence, and adherence to Bank policies and procedures.
Requirements
- High School diploma or equivalent
- Minimum 2 years prior banking experience required; teller and new account experience preferred
- Cash handling experience required
- Strong interpersonal, verbal, written, and computer skills
- Strong sales, referral, and customer service skills with the ability to build and maintain customer and employee relationships
- Detail oriented with strong organizational skills and a high degree of accuracy
- Knowledge of retail banking regulations and responsibilities
Nice To Haves
- Leadership, supervisory, training, or coaching experience preferred
Responsibilities
- Assist Branch Manager and Assistant Branch Manager with daily supervision and support of teller line activity, including scheduling coordination, cash ordering, vault control, branch audit processes, workflow management, and operational efficiencies
- Perform teller duties, provide supervisor overrides, and process customer transactions accurately and efficiently, including deposits, withdrawals, loan payments, and cash advances
- Assist with daily branch, vault, and ATM proof; night depository processing; check imaging; pay/no pay decisions; activation of inactive or dormant accounts; and related operational controls
- Open and maintain consumer and business accounts, perform account servicing and maintenance, assist with debit card, online banking, mobile banking, and digital banking solutions, and take loan applications as appropriate
- Maintain strong knowledge of personal and business banking products, procedures, and systems to effectively identify customer needs and recommend appropriate solutions
- Research and resolve customer issues, acting as liaison with other bank departments when necessary and escalating concerns appropriately
- Maximize sales and referral opportunities on both the platform and teller line, including Loyalty enrollment and qualified referrals for mortgage, commercial, investment, and other Bank products and services
- Assist Branch Manager and Assistant Branch Manager with the review and maintenance of internal control logs and daily and monthly reports
- Train, onboard, and coach teller and FSR staff to reinforce service standards, operational procedures, accountability, teamwork, and stated goals and referrals
- Utilize excellent customer service skills, attentiveness, information retention, tact, and diplomacy in dealing with both customers and employees
- Maintain the highest level of confidentiality with all information obtained and safeguard sensitive customer information
- Support compliance with internal procedures, audit standards, dual control procedures, cash limits, security protocols, and applicable banking regulations
- Identify and report suspicious or potentially fraudulent activity and complete all required compliance and regulatory training within established deadlines
- Participate in training programs to maintain and acquire additional knowledge and skills
- Complete training to successfully obtain MLO # through Nationwide Mortgage Licensing System & Registry
- Acquire New York State Notary