Customer Relationship Specialist

2 weeks ago

Woburn, Massachusetts, United States Winchester Savings Bank Full time
Job Description

Division/Department: Retail Division - Consumer and Business Banking

Position Reports to: Branch Manager or Assistant Branch Manager

Type of Position: Full-time / Part-time

Lift Requirements: 0-10 lbs, 10-25 lbs, Over 25 lbs

Supervisory Role: Yes / No

# of Employees Supervising: ________

# of Hours: 40 / week

Typical Schedule: __________________

Exempt: Yes / No

Saturdays Required: Yes / No

Summary/Objective: This role is designed to support the bank in achieving its sales and service objectives by nurturing customer relationships.

This position entails evaluating customers' financial requirements and promoting additional products and services to enhance customer retention and boost the bank's profitability. It involves serving customers and managing their accounts, including transaction processing, in a manner that ensures the highest level of customer satisfaction. The role also includes performing various duties necessary to facilitate branch customers' transactions while representing the bank with a courteous and professional demeanor. Compliance with federal and state regulations, as well as bank policies and procedures, is paramount to minimize risk and safeguard the institution.

Essential Functions:
  • Process customer transactions, including receiving and verifying deposits, mortgage and loan payments, fund withdrawals, and cashing checks, while adhering to bank policies to foster positive customer relations.
  • Verify transactions and account balances, ensuring compliance with bank policies and applicable regulations. Understand and implement customer identification procedures and complete necessary verifications.
  • Engage with existing and prospective customers to assess their financial needs and promote various bank products and services, including checking and savings accounts, electronic banking, and consumer loans.
  • Explain and demonstrate additional products and services using a consultative approach to identify complementary offerings that provide value to customers.
  • Manage cash under daily control, maintaining cash limits accurately in accordance with bank policy, and balancing transactions to ensure accuracy.
  • Address routine and complex inquiries regarding customer accounts, products, and services, providing follow-through to resolve issues.
  • Perform additional tasks as required, including reporting, ordering supplies, balancing branch machines, and maintaining proper procedural responses to emergencies.
  • Collaborate with branch management to achieve individual and team sales goals as part of the bank's Sales Program.
  • Maintain comprehensive knowledge of bank products and services through participation in meetings and training sessions.
  • Execute other duties as assigned.
Competencies:
  • Effective communication skills, both in-person and electronically, demonstrating exemplary customer service.
  • Accurate cash handling and transaction processing abilities.
  • Proficiency in operating teller and platform software.
  • Knowledge of bank products and digital channels.
  • Ability to enhance customer relationships through cross-selling.
  • Multilingual capabilities and a multicultural perspective are advantageous.
Required Education and Experience:
  • High School Diploma or equivalent.
  • Minimum of 6 months experience in cash handling and sales.

Additional Eligibility Requirements: Notary Public certification within one year of employment.

Work Environment: This position operates in a professional office setting, utilizing standard office equipment.

EEOC Statement: Winchester Savings Bank is committed to providing equal employment opportunities to all individuals, regardless of race, color, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by law.

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