Banking Center Specialist at Country Bank in Ware, MA

Summary: Country Bank is a growing mutual community bank focused on making a difference in the lives of customers and communities. The Banking Center Specialist plays an integral role in ensuring an exceptional customer experience and is responsible for building relationships, managing account servicing requests, and processing financial transactions.

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

Required Qualifications:
- A High School diploma or equivalent
- Minimum of one year of customer service or sales experience
- Must acquire and maintain a Notary Public license and active registration with the Nationwide Mortgage Licensing System
- 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

Preferred Qualifications:
- Work experience in the banking and/or finance industry
- Experience with cash handling
- Bilingual in Spanish

Required Skills: Cash handling, Sales, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Notary Public license, Nationwide Mortgage Licensing System registration, Bilingual Spanish

Benefits: 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