Customer Service Associate

Division: Retail Banking

Department: Various – Branch Network

Reports to: Financial Center Manager

Status: Non-Exempt

Grade: 4

Salary Range: $17.00 - $26.55

Actual compensation within the pay range will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location.

Location: Agawam, MA - 820 Suffield St

Purpose/Objective

Cultivate relationships with customers and promote the Bank’s products and services by having conversations and referring to bankers. Recommend opportunities with our digital suite to help customers bank more conveniently. Performs a wide variety of customer service operations and general operational duties, including transactions for checking, savings, loans, and other assigned services. Builds positive customer relations as the Bank’s main point of client contact; maintains working knowledge of established policies and operating procedures. Makes customer referrals in defined areas.

Key Accountabilities

• Client Service – 50%
• Handles complex client issues while executing excellent customer service principles.
• Excel at client service skills at all times to promote a positive brand image for Bank through face- to-face communication and telephone etiquette. Lead through lobby management, ensure prompt welcomes of assistance to clients, and genuinely thank clients for their business.
• Explains Bank policy and procedures to customers.
• Assists clients with digital engagement and satisfaction.
• Cross-sells and refers non-traditional Bank products e.g., insurance & investments to meet established goals.
• Participate in outbound calling campaigns

Transaction Duties – 50%

• Identify opportunities when processing transactions to meet clients’ needs and refer opportunities to bankers
• Executes an extensive variety of customer transactions in accordance with Bank policy and procedures.
• Maintains working knowledge of all products offered by the Bank and corresponding policies and procedures.
• Maintains working knowledge of all banking regulations.
• Handles large amounts of cash in an organized, timely and accurate fashion. Balances own cash drawer daily within the prescribed balancing guidelines.
• Acts as significant deterrent of robbery and fraud loss to Bank by following procedures and regulations and knowing the customer.
• Assists in daily office work to ensure proper balancing of branch and timely delivery of work to appropriate departments. May assist with branch capture of transaction work and cash letter reports as needed.
• Provides back up and support to Branch Supervisor tasks as needed.
• Available to work Saturday hours and travel to nearby offices as required.
• 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.
  
  

Education

• High school diploma or equivalent
  
  

Experience

• Prior transaction or teller experience preferred
• Prior customer service experience preferred
• Cash handling experience
  
  

Skills & Knowledge

• Customer service skills
• Communication skills
• Basic computer skills
• 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.