Job Description

Banking Center Specialist

Being a Country Bank team member has a lot of perks! Our competitive total compensation package and comprehensive benefit package include: medical, dental and vision insurance, a 401(k) Plan with a generous employer contribution plus match; income protection benefits; educational assistance and tuition reimbursement benefits; generous total paid time off, and more.

Country Bank is a growing mutual community bank with locations in Hampden, Hampshire and Worcester counties. We're focused on Making a Difference in the lives of our customers, our communities, and for our team members every day since 1850. It is our people that drive our success and create our inclusive and engaging culture. We're excited to meet you to discuss our career opportunities and how you can make a difference as a part of our growing Retail Banking team!

About the Job:

Under the supervision of the Retail Banking Officer, the Banking Center Specialist, plays an integral role in ensuring that an exceptional customer experience is achieved end-to-end in each banking interaction. Banking Center Specialists build and expand relationships by providing tailored service to each customer through active listening and engagement to understand their financial needs and goals. This role is also responsible for accurately operating a cashbox, cash recycler and vaults, along with opening new accounts, accepting loan applications and managing various account maintenance and servicing requests and troubleshooting. The hiring range for this position is: $22.00 - $29.00 hourly.

Status: Full Time, 38 hours per week

Duties and Responsibilities:

• Identifies and pursues opportunities to build and deepen customer relationships by actively listening and engaging the customer to understand their current and future financial needs and priorities. Offers Country Bank solutions and educates customers on products, promotions and digital services to assist the customer in reaching their financial goals. Meets all defined growth and sales goals, as well as achieves at least acceptable average satisfaction ratings on all customer surveys.
• In each customer interaction, takes ownership of the customer's request and manages the customer experience from end-to-end to ensure outstanding customer satisfaction. Appropriately involves referral partners in working together to meet the customer's request, and uses sound judgement to resolve or escalate customer issues. Responsible for identifying appropriate follow-up timelines and mediums based on customer preferences, and following through to make sure the customer is kept updated.
• Opens various types of new accounts, including consumer, business, and retirement. Ensures proper identification is collected for various entity types and prepares and collects appropriate applications and agreements. Provides customers with instructions and education on self-service set-up products.
• Manages all levels of account servicing requests such as processing address changes, issuing new ATM/Debit cards, enrolling and troubleshooting for online banking, and assisting customers with ATM/Debit fraud resolution.
• Processes financial transactions for customers including deposits, withdrawals, loan payments, cashing checks, issuing cashier's checks, entering wire transfers and ordering foreign currency. May provide certain transaction exceptions, within policy or procedural guidelines. Performs transactions and balances a cash box, cash recycler, and vault daily while maintaining an excellent balancing record in compliance with the Bank's established Banker Performance Criteria.
• Originates and closes home equity lines of credit and consumer loans.
• Follows Bank procedures to independently open and close Banking Centers daily.
• Models and promotes the Country Bank Experience for all staff. Participates in and facilitates role-play and skill building exercises, both independently and with the Banking Center team, to increase comfortability and improve technique in engaging the customer and identifying potential roadblocks to an outstanding customer experience.
• Maintains knowledge of and compliance with applicable federal, state and local laws and regulations governing the activities of the Bank.
• Participates in Bank promotions and community events to increase outreach and foster new business opportunities.
• Responsible for building long-lasting relationships with customers both internal and external, community and colleagues through the embodiment of our Core Values: Integrity, Service, Teamwork, Excellence and Prosperity.

Knowledge and Skills:

• Work independently and as part of a team
• Strong in customer service and sales
• Strong verbal and written communication skills
• Ability to make effective presentations in a group setting
• Basic knowledge of Microsoft Office suite, including Excel, Outlook, PowerPoint, and Word
• Bilingual in Spanish preferred

Education and Work Experience: A High School diploma or equivalent is required, along with a minimum of one year of customer service or sales experience. Work experience in the banking and/or finance industry is preferred, as well as experience with cash handling. Must acquire and maintain a Notary Public license and active registration with the Nationwide Mortgage Licensing System

Working Conditions/Physical Requirements: This position is in an office environment, which means the physical surroundings are generally pleasant and comfortable with minimal exposure to injury or other hazards, with a moderate level of noise. Prolonged periods of sitting and looking at a computer screen with freedom of movement on a regular basis is expected. Minimal physical effort is required but could include: repetitive motion of wrists and fingers; talking and hearing; and handling of light materials and supplies. This position may require some travel between offices.

Country Bank is an Equal Opportunity Employer. Diverse applicants encouraged to apply.

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