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Client Relationship Specialist
2 months ago
Division: Retail Banking
Department: Various Branch Network
Reports to: Financial Center Manager
Status: Non-Exempt
Grade: 5
Pay Range: $25.00
Location: Stockbridge, MA
Purpose/Objective:
The primary aim of this role is to assess customer requirements to facilitate needs-based sales and foster customer loyalty. The position emphasizes the importance of delivering exceptional customer experiences while promoting digital engagement. Responsibilities include performing general operational tasks, processing transactions for various accounts, and serving as the primary point of contact for customers, all while adhering to established policies and procedures.
Key Accountabilities:
Customer Service (50%): Deliver an outstanding client experience by embodying Berkshire Bank's core values, fostering a positive and collaborative work atmosphere.
Exhibit exceptional client service skills consistently to enhance the Bank's brand image through effective face-to-face interactions and telephone communication. Manage lobby activities to ensure clients receive prompt assistance and express gratitude for their business.
Develop and maintain relationships with both existing and prospective clients by recommending and selling appropriate products and services to meet their needs.
Demonstrate strong communication skills and a positive demeanor to enhance the Bank's reputation and build client loyalty.
Clarify Bank policies and procedures to clients and address routine service inquiries.
Utilize tools such as the Relationship Planner and Salesforce to engage clients regarding their financial needs.
Collaborate with clients to refer them to partnership solutions including Wealth Management, Insurance, Cash Management, and Mortgage services.
Exhibit proficiency in digital banking and assist clients in embracing these technologies.
Client Service Line Duties (50%): Execute a wide range of client transactions accurately and efficiently to cultivate trust and relationships in accordance with established Bank regulations and policies.
Maintain a comprehensive understanding of all products offered by the Bank along with relevant regulations and procedures.
Handle cash transactions with precision and organization, ensuring daily balancing of cash drawers as per guidelines.
Act as a deterrent to robbery and fraud by adhering to security protocols and developing familiarity with clients.
Assist in daily operational tasks to ensure accurate branch balancing and timely processing of work.
Provide support to the Financial Center Manager and other supervisory roles as necessary and actively participate in branch meetings.
Ensure compliance with all banking laws, regulations, and policies to mitigate risk and uphold ethical standards in all responsibilities.
Must be eligible for registration in the Nationwide Mortgage Licensing System & Registry for SAFE Act compliance, if applicable. Availability for Saturday shifts and travel to nearby locations may be required.
Education:
High school diploma or equivalent.
Experience:
Demonstrated experience in a goal-oriented sales or customer service environment. Cash handling experience is preferred.
Skills & Knowledge:
Strong verbal and written communication skills, with the ability to engage in face-to-face interactions.
Capability to identify customer needs and provide suitable sales solutions.
Basic computer proficiency.
Interpersonal skills.
Berkshire Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.
