Customer Service Associate

Job Title

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 ones 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. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us at hr@berkshirebank.com.