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