Experience, Skills, and Behavioral Traits Required to Successfully Perform this Job: A Financial Sales Representative II (FSR II) must have exceptional customer service and sales skills and consistently maintain a positive attitude. The FSR II must be a team player who is supportive of management and Bank policies. Employees in this position may be required to perform both FSR and Customer Service Representative (CSR) duties depending on the needs of the customer and the direction of the Market Leader at the assigned office. A FSR II is considered a critical link between the Bank and our customers. The FSR II’s primary responsibilities are to sell all First Volunteer financial products and services and to provide exceptional customer experiences. A genuine interest in serving the customer is the key to being a successful FSR.

Primary Responsibilities:       The primary responsibility of the FSR II is to provide quality customer service and to sell First Volunteer financial products to customers and potential customers. The FSR II works as part of the Branch team to ensure individual and Branch goals are met. Though the FSR II’s primary responsibilities are associated with the platform, this employee should be also able to perform duties/activities performed by CSRs.   The primary duties of a FSR II are: ·         Understand Bank mission, organizational structure, employee handbook, bank security, policies and procedures, standards of conduct and incentive program ·         Know where the CRA notice, CRA statement and CRA public disclosure file is located in the Branch and who the CRA Officer is ·         Participate as team member developing individual goals and objectives to successfully meet Branch business plan ·         Have knowledge of all First Volunteer financial products and services, pricing and internal requirements, and effectively communicate these to customers ·         Assist in the acquisition of consumer loan relationships; accept consumer loan applications and close consumer loans as directed by management ·         Understand competitor products and services and advantages of First Volunteer ·         Promote financial services/cross sell financial products using benefits statements based on customer need ·         Answer inquiries from customers and prospects, using these opportunities to sell additional products and services to customers ·         Handle customer service duties as required by branch platform such as: profiling, name and address changes, check orders, signing up direct deposit customers and automatic bill paying by ACH, answering rate inquiries and quote rates (APY/APR), using each as an opportunity to design solutions designed to meet customer financial needs ·         Handle completion of forgery affidavits; refer to Bank Security Officer and central support ·         Accept orders for wire transfers, collection items, savings bonds, research; forward to central support for immediate processing ·         Participate in telephone sales and appreciation calls ·         Participate in the Branch sales incentive program

Primary Responsibility (cont’d) ·         Operate network computers/software, and other equipment necessary to handle financial transactions ·         Open/close accounts (including safe deposit boxes) for retail customers (business and consumer) ·         Retain Branch customers and increase the level of products used by these customers ·         Accept orders for new IRA accounts, IRA maintenance, closures and forward to appropriate personnel ·         Accept stop payment orders and forward to appropriate department ·         Participate in on-going training ·         Participate in the general upkeep and appearance of the Branch ·         Has the ability to recognize and handle the reporting of suspicious transactions/activity/situations to appropriate personnel

Secondary Responsibilities: Other duties or responsibilities that may be assigned to the FSR II are: ·         Provide relief and additional coverage for other employees as required, including safe deposit attendant ·         Open or close the Branch according to security procedures, having the ability to arm and disarm the premise protection for the Branch ·         Learn leadership skill either through classes or mentoring

The FSR’s position may also include Customer Service Representative duties, such as: ·         Sell official checks ·         Process cash advances on credit and/or debit cards for customers ·         Redeem savings bonds ·         Balance cash and negotiable items ·         Open and close the vault following dual control procedures ·         Accept deposits of cash and/or checks ·         Process withdrawals and cash checks up to designated limits ·         Have knowledge about the importance and requirements of, and know how to process Currency Transaction Reports (CTRs) ·         Accept loan payments of all types ·         Accept and process Treasury Tax and Loan payments (TT&L) ·         Redeem cash items for deposit or cash ·         Combination and/or key control ·         Open and process night depository/ATM

The FSR II’s position may also include Customer Service Representative duties, such as: ·         Balance ATM ·         Internal audit of cash and negotiable instruments ·         Answer alarm calls and ATM calls ·         Assist with cash counts and internal audits ·         Other duties as designated by management

Expectations regarding performance: A FSR II is expected to achieve the following minimum requirements: ·         Ability to act as a member of a team in terms of branch-wide goals and activities. This includes assisting other team members so that the Bank is represented in a favorable light and actively contributing creative ideas for constant job improvements. ·         Provide prompt quality service to all customers within acceptable time limits ·         Demonstrate effective sales presentation skills ·         Meet established individual sales goals and objectives ·         Demonstrate excellent verbal and written communication skills ·         Demonstrate good judgment and decision making ·         Ability to open and close all account products ·         Process customer requests in a timely manner as warranted by lobby traffic soliciting business and designing solutions for customers and assisting in retention of valuable customer relationships ·         Assists with work, acknowledges customer complaints and follows up to ensure resolution and customer satisfaction ·         Maintain a working understanding of, and comply with, bank policies, procedures, and applicable banking regulations ·         Maintain confidentiality of customer information ·         Maintain satisfactory attendance record ·         Display responsible attitude toward supervision ·         Approve deposits, cash checks, sign official checks up to designated limits, using sound judgment in order to serve the customer and reduce the Bank’s exposure to loss ·         Able to inquire and perform transactions on the teller system ·         If applicable, maintain cash within established limits to reduce the Bank’s exposure to loss

Essential Functions

Qualifications ·         Minimum – high school graduate, 2 years higher education preferred and/or two years work experience with the public preferred ·         Basic math aptitude and proficiency ·         Demonstrated positive academic record ·         Achievement in social and/or extracurricular activities preferred ·         Must have a professional appearance and manner ·         Must be self-motivated ·         Complete First Volunteer training, including CSR and FSR training, and may have served as a CSR ·         Expected to participate in appropriate educational classes including supervisory skill development and other seminars as management requires

Non-Essential Functions

·         Maintains a working understanding of, and complies with, applicable banking regulations as well as internal policies and procedures.