Senior Service Associate

East Cambridge Savings Bank•Cambridge, MA

13d•$30 - $45

About The Position

East Cambridge Savings Bank’s Retail Division is recruiting a part-time Senior Service Associate. Under the general direction of the Business Development Manager, this role performs and coordinates sales- and service-related work in support of branch sales and service. The position supports customers in person, by telephone, and virtually; pursues sales and referrals; provides coaching and leadership to branch staff; and helps oversee daily branch operations, customer transactions, compliance, and audit readiness.

Requirements

At least 3 years of experience in a sales and customer service environment in an incentive-based role, including at least 1 year of supervisory experience; alternatively, a bachelor’s degree and 2 years of sales and customer service experience in an incentive-based role.
Proficiency with digital banking products.
Demonstrated ability to meet individual monthly and annual sales goals.
Demonstrated knowledge of the Bank’s products and services.
Ability to perform multiple tasks simultaneously and prioritize activities as needed.
Strong interpersonal, verbal, and written communication skills.
Ability to register as a licensed Mortgage Loan Originator as required under the S.A.F.E. Act.

Nice To Haves

Retail banking experience preferred.

Responsibilities

Provide professional, courteous, and efficient customer service in person, by telephone, and virtually, and make referrals to address customer needs.
Attain monthly and annual sales goals and assist with banking center sales promotion strategies.
Generate and pursue sales leads through telephone, letters, and personal contact, including opening personal or business accounts.
Coach and guide sales and service staff, monitor progress toward branch goals, adjust schedules and workloads as needed, and assist with staff performance appraisals.
Analyze customer needs and recommend, sell, and cross-sell appropriate products and services to new and existing customers.
Conduct loan interviews, accept loan applications, respond to mortgage inquiries, originate and close home equity lines of credit and consumer loans within established limits, and follow up on applicant questions and research.
Participate in civic activities as needed to support community growth and the Bank’s positive image.
Promote Bank products and services to local businesses, maintain relationships with community professionals, conduct outside sales calls as needed, report progress and sales activity, and maintain proper documentation.
Oversee daily branch operations, including opening and closing, coordinating work assignments, and preparing and maintaining branch reports and files.
Train new employees in entry-level work and customer experience standards; review procedures and services with staff; evaluate performance; and help representatives resolve complex customer service situations and inquiries.
Verify proper transaction documentation and accuracy, balance work, and ensure cash transactions are verified and cash is in proof.
Maintain compliance with Bank policies and procedures and applicable laws and regulations, including S.A.F.E. Act requirements; keep current on industry practices and Bank products and services through training as needed.
Complete annual Bank Secrecy Act training, maintain knowledge of BSA policies and procedures, recognize and document specified currency transactions and purchased checks, and identify and report potential suspicious activity.
Monitor operational audit results and ensure readiness for audits and regulatory examinations; ensure compliance with applicable policies, procedures, laws, and regulations.