We will earn our customers' business every day, by being the very best at what we do.

FRANKLIN SAVINGS BANK

Functional Position Description Customer Solutions Team Representative Non-Exempt Service Criteria All individuals holding positions within Franklin Savings Bank are responsible for conducting themselves in a manner consistent with FSB's Pledge of Excellence . The Pledge of Excellence describes standards of conduct that will be consistently demonstrated with customers and coworkers. These include Accuracy, Quality Service, Professionalism, Confidentiality, Teamwork, Respect, Timeliness, Innovation, Communications, and Enjoying the Journey. All employees are expected to be familiar with the descriptions of these standards and to understand the importance of consistently demonstrating them while performing their duties. Purpose Following the bank's Mission and Vision, the goal of this position is the address all telephone inquiries and problems at point of first telephone contact with the bank. The Customer Solutions Team Representative provides efficient, accurate and professional service to new and existing customers. Service will be provided to customers with a consistent level of quality service, recognizing the need to retain and expand our customer relationships. This position is accountable to the Customer Solutions Team Manager. Duties and Responsibilities

• Resolve customer complaints and/or answer questions with regard to products and services offered by the bank and its subsidiary Independence Financial Advisors (IFA).
• Remain properly trained and educated on products and services offered by the bank.
• Provide remarkable customer service through all customer interactions.
• Compute financial fees, interest and service charges.
• Function as a support resource for various departments or initiatives as needed.
• Adhere to all operational controls, including legal, corporate and regulatory policies and procedures to ensure the safety and security of customers and bank assets.
• Maintain a thorough knowledge of bank products and services, including all electronic service channels.
• Drive efforts in the department to identify and implement a positive overall customer experience which will build customer loyalty and enhanced relationships.
• Present a positive, friendly and professional image to customers and fellow employees.
• Identify sales opportunities and make referrals which support the sales efforts of the bank.
• As a participant in the Bank's Incentive Plan, must, at a minimum, meet individual performance expectations which will contribute to the attainment of the department goals.
• Promote team efforts in all areas.
• Satisfactorily complete required compliance training and comply with all regulations which apply within the scope of the position.
• Properly identify customers to protect both the customer and the bank from loss.
• Use all sales tools, including profiling customers' needs through the use of various technologies to ensure a consistent and valued customer experience.
• Refer customers to the proper individual or department for services that cannot be resolved at the first point of contact.
• Deepen customer relationships by effectively cross-selling bank products and services in line with the bank's strategic objectives.
• Resolve account service issues and respond to customer inquiries promptly and effectively.
• Provide for the proper security of all non-public personal information.

Note:

The duties outlined are representative only and are not intended to include all possible assignments to this position or position classification. Additional duties may be assigned. Skills/Experience/Training

• High School Diploma or equivalent is required.
• A minimum of two years retail banking experience with a solid knowledge of bank policies and procedures is preferred.
• Strong telephone communication and listening skills along with sales, organizational, and public relation skills are required.
• Maintain strong knowledge of bank products and services.
• Exhibit tact and diplomacy.
• Good organizational skills.
• Must have a valid driver's license as travel from time to time may be necessary.
• A pre-employment evaluation may be required.

Working Conditions Moderate physical effort; some lighting required with the handling of materials and supplies. Physical effort is involved requiring dexterity, visual attention and application as needed for the operation of office equipment. This is normally a seated position with the freedom of movement on a regular basis. Well lighted and ventilated office environment. External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act, must be able to perform the essential functions (as listed) either unaided, or with the assistance of reasonable accommodations, to be determined by management on a case-by-case basis. This job description represents an overview of the essential functions of this position. This is not a complete listing of all required duties. Specific duties may vary over time to meet the needs of the bank. Franklin Savings Bank reserves the right to change the job duties as business requirements dictate. Employees will be expected to perform other reasonably related duties as may be required by Management. Every employee works for Franklin Savings Bank, not just for a particular manager. Accordingly, employees are expected to act in the best interests of the bank, even if doing so requires actions and responsibilities not listed in the above job description. Job descriptions are not intended as, and do not create, employment contracts. The bank maintains its status as an at-will employer. Equal Opportunity Employer/Veterans/Disabled Skills/Experience/Training

• High School Diploma or equivalent is required.
• A minimum of two years retail banking experience with a solid knowledge of bank policies and procedures is preferred.
• Strong telephone communication and listening skills along with sales, organizational, and public relation skills are required.
• Maintain strong knowledge of bank products and services.
• Exhibit tact and diplomacy.
• Good organizational skills.
• Must have a valid driver's license as travel from time to time may be necessary.
• A pre-employment evaluation may be required.