East Cambridge Savings Bank Senior Service Associate in Cambridge, Massachusetts
East Cambridge Savings Banks Retail Division is actively recruiting for a Senior Service Associate. Function: We are looking for a candidate with: 3 or more years in a sales and customer service environment in an incentive based role, with 1 or more years supervisory experience; or a Bachelors degree with 2 years sales and customer service experience in an incentive based role. Retail Banking preferred. Demonstrated ability to meet individual sales goals on a Monthly/Annual basis Demonstrated knowledge of the Banks products and services Ability to perform a variety of tasks simultaneously and prioritize activities as required Strong interpersonal and verbal and written communication skills Able to register as a licensed Mortgage Loan Originator as required under the S.A.F.E. Act. Essential Job Functions: a. Deal professionally, courteously and efficiently with the public and fellow employees, in accordance with East Cambridge Savings Banks Customer Service Standards, provide information on a variety of banking products/services. Make referrals as needed. b. Provide daily coaching, guidance and leadership to sales and service staff. Monitor progress of staff toward branch goals and modify schedules/workload to ensure completion of objectives. Assist with completion of staff performance appraisals. c. Oversee daily operations including opening and closing branch, coordinate Sales & Service Representatives work assignments, as well as recommend needed staff replacements. Prepare and maintain branch reports and files, forward to appropriate departments when necessary. d. Train new Customer Sales & Service Representatives, Customer Service Associates and Clerk/Tellers in entry-level work and customer service standards; and review new procedures and services with trained staff. Evaluate work performance. e. Be knowledgeable and understanding of the customers\' needs by conducting a needs analysis and recommend products/services as appropriate. Sells and cross-sells products and services to existing and new customers toward established sales goals. Ensure that mystery shop service standards are achieved. f. Conduct loan interviews, accept loan applications, and respond to mortgage inquiries. Originate and close mortgage and consumer loans within established limits. Assist loan applicants with questions and follow up research as needed. g. Responsible for attaining predetermined sales goals on a monthly/annual basis in accordance with the Banks Customer Service Standards. Assist with Banking Center sales promotion strategies. h. Generate and pursue sales leads by telephone, letter and personal contact which may include opening new personal or business accounts. i. Assist Sales & Service Representatives in resolving complex customer service situations in a professional, courteous and efficient manner in accordance with East Cambridge Savings Banks Customer Service Standards. Responsible for effective handling of telephone calls pertaining to requests for information, problems, questions regarding service, policies, procedures, etc. j. Ensure on daily basis, proper documentation and accuracy of transactions and balance work. Verify all cash transactions and that cash is in proof. k. Maintain compliance with Bank policies and procedures, federal, state and local laws and regulations, including but not limited to the S.A.F.E. Act and its registration, renewal and updating requirements. Maintain knowledge of current industry practices and trends as well as Bank products and services by attending training seminars as needed. l. Complete all required Bank Secrecy Act training annually and maintain knowledge of current BSA related policies and procedures. To assist with Bank Secrecy Act compliance, recognize and document currency transactions and checks purchased in excess of \$10,000, as well as checks purchased between \$3,000-\$10,000. Identify and report potential suspicious activit .