Personal Banker

Established in 1895, Bay State Bank is an approximately $500MM, Massachusetts-based mutual Bank. As a Bank owned by a mutual holding company, the Bank is effectively governed by its depositors, and its mutual ownership structure allows it to focus on long-term and community impact rather than short-term profits. BSB has six branch locations in Central Massachusetts and operates one education branch within a high school. BSB is the only remaining Bank originally headquartered in Worcester, Massachusetts, the second largest city in New England. BSB is a value-driven organization committed to international actions and investments that position the Bank as the community’s preferred choice for Banking.

Position Description:

Under general supervision, while adhering to all established operational, security, risk and regulatory policies and procedures, a Personal Banker is responsible for providing a high quality of customer service in such activities as deposit account and loan transactions, selling money orders and cashier’s checks and ensuring accurate balancing daily. Personal Bankers are responsible for identifying opportunities and achieving individual goals while building long-term client relationships and cross-selling additional products and services. Ensures compliance with all banking laws, rules, regulations, and prescribed polices/practices/procedures necessary to reduce risk and uphold ethical standards. Supports the Bank’s mission, culture, and values.

Key Responsibilities:

• Represents the Bank to the customer in a courteous and professional manner. Furnishes prompt, efficient, and accurate service in processing transactions while using the customer name and ensuring compliance to all security procedures.
• Receives checks and cash for deposit in savings and checking accounts, verifies deposit amounts, examines checks for endorsement and all required items needed for negotiability, and enters transactions into the system for processing.
• Cashes checks and pays money from deposit accounts upon verification of signatures and customer account balances. Inspects all documents including checks, bonds, money orders and savings withdrawals to determine their negotiability, investigates account holds, and obtains necessary authorizations. Explains penalty interest, ensures accuracy of cash amounts paid out, prepares checks or money orders, etc.
• Receives payments for mortgage, equity, commercial, auto, personal, passbook, and other loans, ensuring that payments equal the amount due and all late charges, if applicable, are collected. Processes all payments accurately.
• Assists customer with all of their financial needs by cross-selling Bank products and services to help achieve the goals of the branch as well as individual targets.
• Provides variety of additional customer service transactions, such as certifying checks, accepting stop payments orders and payment of safe deposit box rentals. Assists customers with tasks such as signing up for direct deposits, online banking and mobile banking. Assists and educates customers on digital banking services.
• Opens and closes accounts for customers.
• Performs other duties such as filing, preparing form letters and billings, completing transaction generated paperwork and verifying incoming cash shipments.
• Assists other Personal Bankers in balancing daily transactions, verifying tickets, counting cash, and daily balancing of the teller area. Helps tellers with complex work-related matters, i.e., check cashing, loan setups, and interest penalties.
• Is responsible to ensure standards are met for overall service level of the branch including customer interactions both in person and via telephone as well as inter-departmental relations.
• Proper branch coverage may, at times, require additional hours worked, uncertain schedule day-to-day and flexibility to work on days not typically scheduled.
• Completes required on-line compliance and security training.
• Maintains and expects a professional image.
• Establishes priorities for assignments and meets all deadlines with limited supervision.
• Other duties as assigned or requested.

People Leadership and Building the Future:

• A culture of professionalism, respect, diversity, and ethical business conduct.
• A high level of performance, productivity, and long-term value creation.

Qualifications, Education and Experience:

• A high degree of interpersonal skills necessary to represent the Bank in a positive fashion in dealing with the public. High energy and a commitment to customer service.
• Proven track record to influence the behavior of subordinates, customers, and the public to maintain good relationships.
• Strong knowledge of other bank services to refer customers and prospects to these business channels.
• Demonstrates current knowledge regarding compliance with various financial institution regulations and other job essentials.
• High School diploma or equivalent required with general math/figure skills.
• Strong computer skills, knowledge of Microsoft Word and Excel.
• Demonstrated ability to meet/exceed sales goals.
• Ability to work in a fast-paced diversified environment.
• Outstanding sales and service orientation.