Financial Services Representative

Department: Various

Reports to: Branch Officer

Status: Non-exempt

Grade: 6

Location: 226 Boston Tpk, Shrewsbury, MA

Purpose/Objective

Provides exceptional customer experiences while educating customers on a wide variety of products and services. Is the lead builder of customer relationships in the branch office and performs outreach to customers, prospects and the community. Ensures proper documentation and compliance for all new accounts, loan requests and account maintenance.

Key Accountabilities

• Counsels’ customers on product selection, capitalizes on cross-selling opportunities, and establishes new accounts. Originates/closes consumer loans and second mortgage products, ensures proper documentation for all account maintenance, and handles safe deposit rentals and access where applicable. Has a working knowledge of Small Business and can accept applications as needed. Is adept at asking customers questions related to their finances and managing relationships with such tools as the Relationship Planner and Salesforce. Works with customers to refer partnership solutions such as Wealth, Insurance, Cash Management and Mortgage. Resolves routine and complex customer issues or problems. Is proficient in the digital banking space and can assist customers with adoption. Stays abreast of all banking regulations and internal policies/procedures regarding products/services. 60%
• May perform routine customer service line as redeems and exchanges savings bonds, check encashment, deposit and payment processing, processes check orders and loan documents, prepares customer correspondence, and may open and process incoming mail. Provides backup to Branch Officer/Asst. Branch Manager or customer service line as needed and facilitates and participates in branch team meetings. 20%
• Participates in all internal sales/referral programs in order to achieve branch goals and support all bank-wide initiatives. Perform outreach to customers for such initiatives as the banks CAREs program and other community relations opportunities. 20%
• Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one’s duties.

Available to work Saturday hours as required.

Must be eligible to be registered in the Nationwide Mortgage Licensing System & Registry for purposes of SAFE Act.

Education

• High school diploma

Experience:

• Proven experience in a goal oriented sales or customer service environment
• Cash handling experience preferred
• Sales and relationship building experience

Skills & Knowledge

• Strong verbal/written communication skills including telephone interactions
• Proficient computer skills
• Strong interpersonal skills
• Problem solving skills
• Excellent customer service skills
• Cash Handling

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.