• Customer Service Associate

    Berkshire Bank
    Job Description
    Relationship Building 
    Establish and grow new to bank and existing customer relationships by leveraging the following:
    • Personal or business checking
    • Consumer Loans (auto, ReddiCash, personal, MassSave)
    • Home Equities
    • Savings (CDs, MMAs, savings accounts)
    • Elavon
    • Insurance
    • Credit Cards
    • Ancillary Products - Bill Pay, Online Banking/Statements, Mobile Banking/Deposit
    • Mortgage
    • Cash Management
    • Wealth
    • Investment
    • Private Banking
    • Business Banking, Commercial, MyBanker – Loan referrals 
    • Ensure that minimum performance expectations for relationship building activities are achieved.
    • Conduct a consistent level of proactive activities to ensure targets are achieved (i.e. profiling customers, outbound calls, quality conversations, etc.
    • Ensure you are knowledgeable and able to refer business to achieve branch targets.
    • Supports and participate in-branch promotions, and all bank campaigns / promotions to ensure branch and individual results are achieved.
    • Shares knowledge to assist others to develop their skills and capabilities.
    • Continuously develop and expand knowledge.
    • Contribute to overall branch scorecard by achieving individual teller referrals.
    • Track individual performance weekly / monthly / quarterly.
      Risk/Audit/Operations 
    • Maintain highest standards of quality work
    • Process transactions accurately and balance daily.
    • Maintain drawer limits within guidelines.
    • Maintain organized workstation to achieve Branch Consistency standards.
    • Adhere to check cashing polices to minimize charge offs.
    • Adhere to policies and procedures to service customers.
    • Ensure all compliance training is understood and completed on time.
    • Utilize sound decision-making based on policy and procedure for requesting overrides.
    • Supports any special compliance or BSA-related  initiatives as they arise
       Culture/ Service Leadership
     
    Leadership:
    • Supports and embraces change while contributing to the company’s strategic priorities and objectives on leadership and culture initiatives.
    • Works closely with the Teller Supervisor or Branch Manager to support and champion the organization’s leadership and culture initiatives.  Promotes a culture of diversity and inclusion within their branch.
    • Participates in an environment of open communication and feedback with team.  Communicates effectively across all levels and encourages a boundary-less environment.
    • Participates in daily excitement rallies.
    • Participate in branch team meetings
    • Perform back up duties for Branch Supervisor as requested.
    • Mentor other tellers on referrals and external customer service to help overall success of the branch         
    • Community involvement through volunteer efforts.
    • Supports the GreenPath Financial Literacy / Money Matters efforts within the organization. Assists the branch in identifying opportunities to discuss Green Path / Money Matters with existing customers as well as opportunities to promote within the community. 
    • Act as branch-level champion to drive production and / or accountability in assigned individual focus area in a player-coach capacity (if applicable).
    Service Excellence 
    • Ensures external customer standards are followed with every customer
    • Projects positive customer oriented image to build customer relationships.
    • Ensure Branch Consistency Standards are being followed
    • Provide external customers with information on all company campaigns and promotions
    • Ensure customer issues or requests are handle in a timely manner.
    • Demonstrate customer service skills of belonging and inclusion
    • Ensure exceptional service to internal bank partners and offer assistance when appropriate
    • Support execution of the Retail Branch Banking CSP action plan.
    • Ensures individual customer service surveys conducted are satisfactory.
       
     
     
     
    Contact Information