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Client Engagement Specialist
2 months ago
Bay State Savings Bank, a mutual bank established in 1895, is committed to serving the community with a focus on long-term impact rather than short-term profits. With a robust asset base of approximately $500MM, we operate multiple branches across central Massachusetts, including an educational branch within a high school.
Position Overview:
In collaboration with the Client Experience Manager, this role is pivotal in ensuring the branch's operational success, service excellence, and adherence to the bank's core values and policies. The position emphasizes individual performance and the provision of real-time coaching to Personal Bankers, ensuring compliance with all banking regulations and ethical standards.
Key Responsibilities:
- Achieve or surpass assigned objectives related to loan and deposit growth, compliance, and service quality.
- Serve as a role model for staff, demonstrating accountability and urgency in daily operations.
- Keep the team informed about updates in products, policies, and procedures.
- Oversee ATM balancing, supplies, and reporting, ensuring accuracy and timeliness.
- Maintain high service standards for customer interactions, both in-person and via phone.
- Assist management in controlling branch expenses and scheduling needs.
- Complete mandatory compliance and security training, ensuring all team members do the same.
- Conduct monthly audits and compliance checks, submitting results punctually.
- Foster a professional environment and uphold the bank's image in the community.
- Ensure timely completion of daily operational reports.
- Perform additional duties as required.
Leadership and Culture:
We promote a culture of professionalism, respect, and ethical conduct, aiming for high performance and long-term value creation.
Qualifications:
- Strong interpersonal skills for effective product and service promotion.
- Ability to exercise discretion and resourcefulness in achieving objectives.
- Proven capability to influence relationships with customers and colleagues.
- Comprehensive knowledge of banking services to facilitate customer referrals.
- Awareness of economic conditions and compliance issues relevant to banking.
- High School diploma or equivalent, with a minimum of 3 years in branch banking.
- Registered in good standing as an MLO with the NMLS.
- 3+ years of experience as a Senior/Master Teller.
- Strong problem-solving, communication, and computer skills.
- Demonstrated ability to meet goals within set timelines.
- Exceptional sales and service orientation.
- Proven leadership and motivational skills.
