Identify customer needs to make needs-based sales and build customer loyalty. Consistently strives to satisfy customers by providing memorable customer experiences and digital engagement. Supervise all Customer Service Associate (CSA) and Universal Banker positions to ensure the efficient and effective operation of the Customer Service line. Duties may include assigning workflow, training CSAs, monitoring customer experience, and ensuring programs are in conformance with established procedures. Coach CSA and UB to relationship building opportunities, including new deposit accounts for customers.
Client Service (Teller) Line Supervision and Operations – 40%
Coordinates CSA and UB activities, manages scheduling, and assigns duties.
Responsible for daily office work to ensure proper balancing of branch and timely delivery of work to appropriate departments.
Monitors and maintains branch cash levels and prepares related reports.
Works with CSAs to resolve more complex transactions, correct errors, and in assist with difficult client requests.
Provides significant input for the preparation of CSA's performance review.
Resolves routine and complex personnel problems; provides input to Branch Officer on performance management issues and/or disciplinary actions.
Responsible for oversight and timely completion of all CSAs new hire training, as well ongoing compliance training.
Oversees the execution of daily banking procedures as related to the CSA line and ATM.
Responsible for oversight of the teller line audit process. Ensures compliance of teller line with all related banking regulations, procedures, reporting, and record- keeping.
Assists Financial Center Manager and/or Assistant Financial Center Manager with the coaching and development of staff.
Responds to off-hours branch alarm and ATM calls as required.
Teller (Customer Service Line) Duties – 30%
Executes an extensive variety of client transactions in accordance with Bank policy and procedures.
Maintains working knowledge of all products offered by the Bank and corresponding policies and procedures. Maintains working knowledge of all banking regulations.
Handles large amounts of cash in an organized, timely and accurate fashion. Balances own cash drawer with a high degree of accuracy.
Acts as significant deterrent of loss to Bank via robbery and fraud by following procedures and regulations and knowing the client.
Client Service and Relationship Development – 30%
Build and expand client relationships using relationship building tools.
Participate in outbound calling to identify sales and service opportunities.
Handles complex client issues while executing excellent client service principles.
Navigates clients through digital services such as online and mobile banking.
Demonstrates excellent telephone etiquette, communication abilities, and client service skills to promote positive image for Bank. Lead through lobby management, ensure prompt welcomes of assistance to clients, and genuinely thank clients for their business. Promotes and maintains excellent level of client service from all CSAs.
Maintains cooperative and productive work atmosphere. Explains Bank policy and procedures to clients.
Responsible for cross-selling and referral goals for bank (such as lending solutions) and non-traditional bank products (e.g. insurance & investments).
Establishes new services, such as debit cards, electronic services, and deposit accounts for clients.
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.
Must have more than 1 year (CSA) Teller experience.
Must meet minimum required balancing requirements for CSA.
Must possess supervisory skills – Financial Center Manager will be required to provide specific examples where employee contributed in areas of staff supervision and training. Financial Center Manager must provide written recommendation explaining details and setting specific examples of the employee's abilities and experience with supervision, training, and operational skills.
High school diploma or equivalent
More than 1 year Teller experience
Customer service experience
Demonstrated ability to work well with co-workers and provide direction and support
Skills & Knowledge:
Demonstrated superior customer service skills
Strong communication skills
Solid computer skills
Strong interpersonal skills
Can work in flexible ("cross-trained") environment
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.