Lead Banking Specialist

2 weeks ago


Walpole, Massachusetts, United States Walpole Full time
Position Overview


The Lead Banking Specialist is tasked with embodying the values and mission of Walpole, ensuring a positive representation to both the public and colleagues.

This role is centered around enhancing the customer experience, achieving operational excellence, meeting performance objectives, making informed decisions, and fostering the success of both the Bank and the team.

Customer Relationship Management


The Lead Banking Specialist is dedicated to cultivating strong customer relationships by:

  • Executing a diverse range of customer transactions.
  • Recommending products and services that align with established Bank goals.
  • Assisting customers with inquiries and resolving issues as needed.
Key Responsibilities


Customer Experience: Develop a comprehensive understanding of customer needs and expectations, providing tailored products and services.

Drive new business growth by establishing and nurturing customer relationships, leveraging business partners when appropriate. The Lead Banking Specialist is expected to be proficient in all aspects of the Banker II role.

Additionally, they should be adept in home equity closings, basic wire approvals, managing lost bank checks, basic service recovery, processing fraud claims, and handling complex business accounts, among other essential technical and interpersonal skills.

Operational Excellence:

Ensure the quality and accuracy of all work performed. Exhibit sound technical knowledge of Bank products and services. Demonstrate expertise in the Bank's digital offerings and serve as a resource for customers and colleagues as necessary. Responsibilities include branch settlement, basic troubleshooting of recyclers, and managing branch opening and closing procedures. Stay updated on alerts and other internal communications, performing all duties in compliance with security, risk protocols, and regulatory standards.

Team Collaboration:

Actively participate in the branch team, identifying tasks that need attention and stepping in as required. Support branch supervisors in implementing Bank policies, procedures, and initiatives, while fostering a positive work environment.

Professional Credibility:

Demonstrate reliability in completing tasks and managing time effectively. Communicate ideas clearly and professionally, supporting the strategic goals of the branch, division, and Bank.

May assume the responsibilities of a Senior Banker II, Senior Banker III, or Assistant Branch Manager in their absence, including overseeing branch operations.

Decision-Making:

Make consistent and dependable decisions that align with the Bank's values and standards. Utilize knowledge and experience to recommend solutions, with a strong focus on fraud prevention.

Additional Responsibilities:

Assist the Branch Manager and Assistant Branch Manager in maintaining branch facilities. Perform duties within the scope of authority to provide exceptional service to customers and colleagues. Undertake other related tasks as required.

Qualifications


Education: High School Diploma or equivalent is required; some college education is preferred.

Experience: A minimum of 18 months in a banking role or a similar customer service position is necessary.Knowledge, Skills, and Abilities:
  • Proficient in basic math principles and capable of performing mathematical procedures.
  • Demonstrated skills in customer service, sales, organization, communication, and interpersonal relations.
  • Strong attention to detail and intermediate technology skills, including proficiency in Microsoft Office.
  • Ability to work flexible hours, including weekends, and to sit or stand for extended periods.
  • Must be able to lift up to 25 pounds.
Licenses and Certifications:

Must obtain Notary Public designation within six months of employment.



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