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Branch Services Representative

Company: Carter Bank
Location: Rocky Mount
Posted on: June 12, 2021

Job Description:

POSITION TITLE: Branch Services Representative

REPORTS TO: Branch Manager (indirectly Branch Services Lead and Financial

Services Lead)



Provides customer service at the Branch, including cashing checks, taking deposits, accepting payments, completing withdrawals and other transactions per bank operating policy. May also assist customers with information about their deposit and loan account, including posting of transactions, balances and other account details. May create awareness with customers about available deposit, loan and digital products and services, referring customers to branch teammates and other key partners and servicing existing accounts. Responsible for using systems and tools to process transactions and balance cash and transaction work at the end of the business day. Maintains appropriate controls (keys and/or combination), balancing, and creating tickets for cash buy/sell. Adheres to regulatory, audit and operating policies and procedures. Attends training and stays informed to meet performance expectations.


  • Uses Carter Connect operating model concepts and practices to develop defined behaviors and skills
  • Actively participates in executing Branch Go-To-Market strategic plan
  • Delivers exceptional customer experiences per Service Standards
  • Engages customers in the lobby to assist or direct to appropriate teammate
  • Responds appropriately to opportunities to help customers by asking relevant questions and listening to needs
  • Uses conversation skills to engage customers in meaningful conversations
  • Assists with resolution of customer questions and problems, escalating for assistance if needed
  • Identifies and may submit referrals to branch teammates and key partners
  • Demonstrates operating process and system navigation effectiveness
  • Adheres to compliance, regulatory and operating policies and procedures
  • Seeks overrides and exceptions as necessary
  • Effectively completes transactions for consumer and commercial customers. Reviews own work to ensure accuracy
  • Reads all required communication and takes appropriate action
  • Reviews reports on individual and team productivity and performance
  • Takes responsibility for developing new skills and behavior competencies. Contributes to development action plan
  • Participates in performance cadence activities
  • Effective in teammate collaboration
  • May attend bank sponsored events to serve citizens and community, enhancing the visibility of the Bank
  • Adheres to teammate attire and presentation per bank standards
  • Adheres to time and attendance policies
  • Responsible for meeting defined expectations and achieving performance goals in all areas of responsibility
  • Oversees and administers all HR policies and practices throughout the teammate life cycle
  • 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
  • Minimum of 1 year of branch service experience in a commercial bank or financial services company including some or all of the following: service, sales, cash handling or payment transaction experience.
  • Bank teller/operations exposure is a plus
  • Successful customer service and /or sales experience


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

Keywords: Carter Bank, Roanoke , Branch Services Representative, Other , Rocky Mount, Virginia

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