Senior Relationship Banker at Winchester Savings Bank – Woburn, Massachusetts

To assist the bank in meeting its sales and service goals by cultivating customer relationships.

This position is responsible for assessing customers' financial needs and cross selling additional products and services to retain customers and increase the profitability of the bank. Serve customers and service their accounts - including transaction processing - efficiently and in a manner which provides the highest level of customer satisfaction. Performs other duties necessary to complete branch customers' transactions. Represents the bank to customers with a courteous, friendly, and assured attitude. Ensures compliance with federal and state laws and regulations in addition to bank standard operating policies and procedures by avoiding violations, minimizing risk, and protecting the bank. Serves in a supervisory capacity.

• Process branch customers’ transactions, including but not limited to receiving and verifying deposits; mortgage and loan payments; disbursement of funds by withdrawal; cashing checks, and other negotiable items requested by customers. Perform duties strictly in accordance with bank policy and procedure, promoting positive customer relations by providing exemplary service.
• Verify transactions and account balances and ensure that transactions follow bank policy, state and federal regulations such as Reg CC, Reg DD and Bank Secrecy Act (BSA). Understand and exercise customer identification procedures (CIP). Complete Office of Foreign Asset Control (OFAC) verifications. Recognize when Currency Transaction Reports (CTRs) are to be completed and filed. Refer unusual questions and account activity to supervisor.
• Greet and interview existing and prospective customers to assess financial needs and promote and discuss various bank products and services, including but not limited to; checking accounts, savings and retirement accounts, electronic banking services and consumer loans. Open and process all types of accounts including deposit and loan products.
• Explain and/or demonstrate various additional products and services, using a needs-based consultative approach to customers to discover complimentary services which would provide value to the customer and to attempt to cross-sell. Act as a leader in promoting and demonstrating self-service channels to customers, including ATM, Online banking, and Mobile Banking. Make qualified referrals to business partners in the areas of residential and commercial lending, cash management and merchant services etc.
• Interview applicants for all types of loans within limits of authority: provide product counseling as appropriate.
• Handle all cash under daily control, and maintain cash limits, accurately and according to bank policy and procedure. Accurately balance each day’s transactions and verify cash totals in order to complete daily settlement to verify accuracy of all work.
• Answer routine and more complex questions on customer accounts, products, services, policies, and procedures. Troubleshoot customer issues and provide follow-through to ensure resolution.
• Responsible for other tasks as required, including but not limited to reporting; ordering supplies; balancing branch machines; preparing night deposit bags; operating drive-up window; filing and scanning records and maintaining proper and safe procedural responses to robberies.
• Work with branch management to plan for the achievement of individual and team sales goals according to the bank’s Sales Program. Fully participate in sales promotions.
• Maintain a thorough knowledge of bank products and services, standards and procedures through attendance at meetings and timely completion of trainings.
• Assists with the supervision of branch colleagues offering coaching support to fellow bankers. Act as a role model and help onboard new bankers.
• Assumes supervisory responsibilities when required. Performs overrides and may be required to open or close a branch. Ensures that the branch balances at close of day ensuring accuracy and presentation of the workday results in accordance with established procedures.
• Performs other duties as requested or assigned.

• Ability to communicate professionally and effectively in person, on the phone, electronically, or through other means to individuals and groups. Demonstrate exemplary customer service skills.
• Ability to count money accurately and distinguish denominations and accurately process bank transactions including but not limited to cash deposits, withdrawals, and transfers
• Ability to operate teller and platform software and business machines
• Knowledge of the bank's products and services and the use of digital channels.
• Ability to assess and enhance the customer relationship by cross selling products and services
• Multilingual capabilities and/or multicultural perspective

• H.S. Diploma or equivalent
• 6 months+ cash handling.
• 2-4 years customer sales/service experience. Demonstrated success in leading, coaching, and motivating colleagues.

Additional Eligibility Requirements

• Must be or become a notary and NMLS certified

Notice:

This list of duties is not intended to be all- inclusive and may be expanded to include other duties that may be deemed necessary by management from time-to-time. The Bank reserves the right to modify, interpret, or apply the job description in any way the company desires and that the job description is not a contract for employment. All employment is “at will”. Also, employee is expected to have knowledge of and adherence to Bank policies and procedures. The employee complies with state and federal regulations and specific BSA/AML related regulations and all information security related regulations.

Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

EEOC Statement: WSB provides equal employment opportunity to all individuals regardless of their race, color, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.