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Customer Service Associate
Berkshire Bank • West Rome, NY • Posted 11 days ago
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In-person • Full-time • $17.00-$22.50/hr • Entry Level
Job Highlights
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The Customer Service Associate at Berkshire Bank is responsible for cultivating relationships with customers, promoting the bank's products and services, and handling a wide variety of customer service operations and general operational duties. This role involves transactions for checking, savings, loans, and other assigned services, as well as making customer referrals in defined areas. The associate will also handle complex client issues, execute customer transactions in accordance with bank policy, and maintain working knowledge of all products offered by the bank.
Responsibilities
- 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
- 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 one's duties.
Qualifications
Required
- High school diploma or equivalent
- Prior transaction or teller experience preferred
- Prior customer service experience preferred
- Cash handling experience
Preferred
- Customer service skills
- Communication skills
- Basic computer skills
- Interpersonal skills
About Berkshire Bank
Berkshire Bank is a well-established banking and financial services company operating in the United States, primarily in the northeastern region. The bank offers a wide range of financial products and services to individuals and businesses, including personal and business banking, mortgage services, wealth management, commercial lending, and insurance. Known for its exceptional customer service and community involvement, Berkshire Bank aims to cater to the diverse needs of its customers through innovative solutions and personalized service.
Full Job Description
**Position** : Customer Service Associate
**Location** : West Rome, NY
**Division:** Retail Banking
**Department:** Various - Branch Network
**Reports to:** Financial Center Manager
**Status:** Non-Exempt
**Grade:** 4
**Pay Range:** $17.00 - $22.50
_Actual compensation within the pay range will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location._
**Location:** Rome, NY - 1300 Erie Blvd
**Purpose/Objective** **:**
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 one's 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.
**Location** : West Rome, NY
**Division:** Retail Banking
**Department:** Various - Branch Network
**Reports to:** Financial Center Manager
**Status:** Non-Exempt
**Grade:** 4
**Pay Range:** $17.00 - $22.50
_Actual compensation within the pay range will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location._
**Location:** Rome, NY - 1300 Erie Blvd
**Purpose/Objective** **:**
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 one's 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.
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