Senior Client Service Associate

Job Description

Job Description

About Us:  

Hanover Bank– When you love your work and the people you work with, careers are made!

Embracing diversity, valuing inclusion and showing respect are the foundation upon which we build our team. At Hanover Bank, inclusion means respecting personal beliefs and appreciating that we all have perspectives that matter. We are stronger together as we move toward a shared vision of personal and corporate growth.

Whether you are just starting out or a seasoned professional, working for Hanover Bank can launch you on a path to success. With a passion for excellence, we strive to deliver exceptional service to our clients, foster a positive impact in the communities in which we work and live and help our team members achieve their professional goals. 

When you work with us you are empowered, engaged and encouraged to collaborate because every voice matters, every person counts.

  Job Summary:   

Hanover Bank is looking for a full-time Senior Client Service Associate to join our team.   

The Senior Client Service Associate Floater enhances the client experience by providing exceptional client service, selling/promoting the bank’s products/services to all new and existing clients, supporting Branch functions as needed, and serving as administrative and operational support to the ongoing business Bank. The Senior CSA Floater performs all platform and teller functions, universally. Accurate and efficient process and record routine transactions for bank customers including cashing checks, accepting deposits and withdrawals, and processing loan payments and transfers. The Senior CSA Floater will open new accounts both in person and in conjunction the bank’s line of business partners. The Senior CSA Floater is a trusted leader in the branch who works closely with the Assistant Manager and can assume the duties in the AMs absence.

Job Duties and Responsibilities:

• Serve as a proactive ambassador of the Bank by engaging clients in meaningful financial conversations to uncover needs and deliver tailored solutions.
• Execute a structured outbound calling and outreach program (phone, email, in-branch follow-ups) to deepen relationships, generate appointments, and grow the deposit base.
• Consistently identify cross-sell and referral opportunities, introducing clients to appropriate products, services, and business partners (e.g., mortgage, lending, cash management).
• Build and maintain a robust pipeline of client opportunities, tracking interactions and follow-ups to ensure consistent relationship development.
• Actively contributes to branch sales efforts by meeting or exceeding individual goals for client contacts, appointments, referrals, and product growth.
• Participate in community events, networking activities, and in-branch sales initiatives to generate new business and expand the Bank’s presence.
• Strengthen client retention through proactive service, regular check-ins, and timely resolution of client needs.

Client Service & Relationship Management:

• Deliver exceptional, personalized service by understanding each client’s financial goals and recommending appropriate solutions.
• Build long-term relationships with clients through consistent engagement and follow-up.
• Educate clients on the Bank’s full suite of products and digital capabilities to enhance their banking experience.
• Ensure a seamless client experience across all touchpoints, both in-person and remote.

Sales & Product Knowledge:

• Maintain comprehensive knowledge of all Bank products, services, and current promotions.
• Confidently position and articulate value propositions tailored to client needs.
• Proactively promote and sell Bank products and services in alignment with branch growth objectives.
• Collaborate closely with internal partners to deliver holistic financial solutions.

Operations & Risk Management:

• Accurately and efficiently process routine transactions, including deposits, withdrawals, check cashing, loan payments, and transfers.
• Perform new account opening functions (in-person and in partnership with line of business partners), ensuring accuracy and compliance.
• Manage risk by adhering to all policies, procedures, and regulatory requirements, including Bank Secrecy Act (BSA).
• Support branch operations including ATM balancing, cash recycler management, vault oversight, and periodic audits.

Team Contribution & Branch Support:

• Work collaboratively in a diverse, team-oriented environment to achieve branch sales, service, and operational goals.
• Support all customer and branch-related tasks to ensure efficiency and effectiveness.
• Participate in sales meetings, coaching sessions, and ongoing development activities to enhance performance.
• Demonstrate flexibility with scheduling, including Saturdays, to meet business needs.

Performance Expectations:

• Achieve defined goals for outbound calls, client contacts, appointments, referrals, and deposit growth.
• Demonstrate consistent pipeline activity and follow-through on client opportunities.
• Contribute to overall branch revenue, sales, and service metrics 

Education and Experience:   

• High school diploma or equivalent GED.
• Minimum of Two (2) years of banking experience required.
• Supervisory experience preferred 

Skills and Abilities:  

• Ability to handle multiple tasks at once.
• Always exhibit a professional demeanor.
• Strong communication and organizational skills are required.
• Possess working knowledge of MS Excel, MS Word, and MS Outlook.
• Professional attire is required.

Our Benefits: 

Health & Wellness Benefits

• Medical, Dental, and Vision insurance (with HSA, FSA, and Commuter Benefits options)
• Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D)
• Company-paid Long-Term Disability Insurance

Voluntary Benefits

• Additional Life and AD&D Insurance for employee, spouse, and dependents
• Voluntary Short-Term Disability Insurance
• Pet Insurance
• Legal Services Plan
• Accident Insurance
• Hospital Indemnity Insurance
• Cancer Care Insurance

Retirement

• 401(k) Plan with Company Match

Time Off & Recognition

• Paid Personal Time Off (PTO)
• Paid Company Holidays
• Annual Performance Bonuses
• Annual Salary Increases

Employee Engagement

• Company-sponsored Events
• Employee Contests and Recognition Programs

Hourly Rate: $22.00- $26.00 ; placement within this range will vary based on experience and skill level. 

Hanover Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, national origin, disability or protected veteran status.