Senior Service Associate

East Cambridge Savings Bank•Cambridge, MA

12d

About The Position

East Cambridge Savings Bank is recruiting a part-time Senior Service Associate for its Retail Division. Under the general direction of the Business Development Manager, the role performs and coordinates sales- and service-related work in support of branch sales and service. The associate delivers customer service in person, by telephone, and virtually; pursues sales goals and referrals; supports branch operations; coaches and guides staff; and helps ensure accurate transactions and compliance with Bank policies and applicable laws and regulations. The position also supports customer lending needs, including conducting loan interviews, accepting applications, responding to mortgage inquiries, and originating and closing home equity lines of credit and consumer loans within established limits. The associate participates in community and local-business outreach as needed, maintains branch documentation and reports, and contributes to staff training, performance evaluation, audit preparedness, and Bank Secrecy Act compliance.

Requirements

At least 3 years of experience in a sales and customer service environment in an incentive-based role and 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 required.
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 is preferred.

Responsibilities

Provide professional, courteous, and efficient service to customers and employees in person, by telephone, and virtually, following the Bank’s Customer Service Standards.
Make referrals and conduct needs analyses to recommend appropriate products and services.
Attain predetermined monthly and annual sales goals; sell and cross-sell products and services to existing and new customers.
Assist with branch sales promotion strategies and generate and pursue sales leads by telephone, letter, and personal contact, including opening personal or business accounts.
Provide daily coaching, guidance, and leadership to sales and service staff; monitor staff progress toward branch goals and adjust schedules or workloads as needed.
Assist with staff performance appraisals, evaluate work performance, and train new employees in entry-level work and customer experience standards.
Resolve complex customer service situations and handle telephone inquiries about information, problems, services, policies, and procedures.
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 assist applicants with questions and follow-up research.
Participate in civic activities and promote the Bank’s products and services to local businesses as needed; establish relationships with outside professionals and make outside sales calls as needed.
Inform management of progress toward goals, request assistance as needed, and report sales activity weekly to investment planning and retail management.
Maintain proper documentation; oversee daily branch operations, including opening and closing the branch and coordinating work assignments.
Prepare and maintain branch reports and files and forward them to appropriate departments when necessary.
Verify cash transactions, ensure cash is in proof, and maintain daily accuracy of transaction documentation and balancing work.
Maintain compliance with Bank policies and procedures and applicable federal, state, and local laws and regulations, including S.A.F.E. Act registration requirements.
Attend training seminars as needed to maintain knowledge of industry practices, trends, and Bank products and services; complete annual Bank Secrecy Act training and maintain knowledge of related policies and procedures.
Recognize and document currency transactions and checks purchased in excess of $10,000, as well as checks purchased between $3,000 and $10,000, and identify and report potential suspicious activity.
Monitor operational audit results and ensure operational preparedness for audits and regulatory examinations.