Job Description
Division: Retail Banking
Department: Various - Branch Network
Reports to: Financial Center Manager
Status: Non-Exempt
Grade: 5
Pay Range: $18.00 - $29.50
Actual compensation within the pay range will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location.
Location: Worcester, MA - 560 Park Ave
Purpose/Objective: Identify customer needs to make needs-based sales and build customer loyalty. Consistently strives to satisfy customers by providing memorable customer experiences and champions digital engagement. Performs general operational duties, including transactions for checking, savings, loans, and other assigned services. Builds positive customer relations as Bank's main point of customer contact; maintains working knowledge of established policies and operating procedures.
Key Accountabilities: - Customer Service - 50%
- Creates an exceptional client experience by demonstrating Berkshire Bank's "BeFIRST" values displaying energy and spirit to create a positive and collaborative work environment.
- Excel at client service skills at all times to promote a positive brand image for Bank through face to-face communication and telephone etiquette. Lead through lobby management, ensure prompt welcomes of assistance to clients, and genuinely thank clients for their business.
- Establishes, develops, and retains relationships with existing and potential clients by offering and selling products and services to meet the client's needs
- Demonstrates excellent client service skills, telephone etiquette and communication (verbal/written), abilities at all times to promote positive image for the Bank and build client loyalty.
- Explains Bank policy and procedures to clients and resolves routine service concerns.
- Is adept at asking clients questions related to their finances and managing relationships with such tools as the Relationship Planner and Salesforce.
- Works with clients to refer partnership solutions such as Wealth, Insurance, Cash Management and Mortgage.
- Is proficient in the digital banking space and can assist clients with adoption.
- Client Service Line Duties - 50%
- Executes an extensive variety of client transactions accurately and efficiently to build client relationships and trust in accordance with established Bank regulations, policies, and procedures.
- Maintains working knowledge of all products offered by the Bank and corresponding regulations, policies, and procedures.
- Handles large amounts of cash in an organized, timely and accurate fashion. Balances own cash drawer daily within the prescribed balancing guidelines.
- Acts as significant deterrent of robbery and fraud loss to Bank by following procedures and regulations and knowing the client.
- Assists in daily office work to ensure proper balancing of branch and timely delivery of work to appropriate departments.
- Provides back up to Financial Center Manager, Assistant Financial Center Manager, and Financial Center Supervisor as needed and facilitates and participates in branch staff meetings.
- Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one's duties.
Must be eligible to be registered in the Nationwide Mortgage Licensing System & Registry for purposes of SAFE Act, if applicable (by exception only based on business need). Available to work Saturday hours and travel to nearby offices as required. Percentage of time spent on each area of key accountabilities will vary from branch to branch. Education: - High school diploma or equivalent
- Banking courses a plus
Experience: - Proven experience in a goal-oriented sales or customer service environment
- Cash handling experience preferred
- Sales experience preferred
Skills & Knowledge: - Superior customer service skills
- Strong communication (verbal/written) skills, with ability to conduct face-to-face interaction
- Ability to identify customer needs and make appropriate sales
- Basic computer skills
- Interpersonal skills
Berkshire Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin. Berkshire Bank
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