Branch Leader: Sales, Service & Team Coaching

Berkshire Bank Company; Longmeadow (MA); On-site; USD 45,000 - 76,000; Full time

Job summary

Beacon Bank in Longmeadow, MA is seeking a Branch Customer Relationship Specialist to deliver outstanding service, build and expand customer relationships, and advise on deposits and lending products while guiding digital banking options.

This role supports branch leadership, mentors staff, conducts meetings, and helps manage daily operations, audits, and compliance to standards. Flexible hours including Saturdays are required, with travel to nearby offices as needed.

Qualifications

• High school diploma or equivalent required.
• Minimum 2 years of banking experience.
• Supervisory experience preferred.
• Strong sales, management, and team leadership abilities.
• Proven results in a goal-oriented sales or customer service environment.
• Demonstrated strength in team leadership required.
• Knowledge of bank products, services, and operating procedures.
• Excellent oral and written communication skills.
• Detail-oriented with strong organizational and time management skills.
• Basic computer skills; familiarity with Microsoft Office (Word, Excel, Outlook).

Responsibilities

• Provide an outstanding customer experience at all points of contact.
• Engage customers and prospects, build rapport, and proactively develop new relationships while retaining and expanding existing ones.
• Advise customers on product selection, identify financial needs, and deliver tailored solutions including deposit, lending, and business partner referrals.
• Educate and assist customers with digital banking services and recommend convenient banking options.
• Handle complex customer issues, explain bank policies and procedures, and resolve service concerns.
• Participate in outbound calling campaigns, branch initiatives and community involvement to develop new business.
• Assist in building and managing a sales culture to achieve branch goals and bank-wide initiatives.
• Mentor, coach, and train branch colleagues to achieve individual and team sales goals and customer experience.
• Conduct team meetings, communicate bank policies, programs, and objectives.
• Provide input for staff performance management, including evaluations, salary adjustments, transfers, and disciplinary actions.
• Participate in hiring and performance management of branch staff.
• Oversee branch audit processes and review various branch reports.
• Follow all bank policies and procedures, including security of bank assets and confidentiality of customer information.
• Ensure compliance with all banking regulations, policies and procedures, including BSA/AML.
• Assist in managing daily branch operations, including opening/closing, security, audit, and compliance procedures.
• Ensure proper documentation and compliance for all new accounts, loan requests, and account maintenance.
• Maintain professional branch appearance and supply inventory.
• Provide support to branch and lead in team meetings.

Skills

Customer service

Relationship building

Communication skills

Leadership

Coaching & mentoring

Time management

Detail orientation

Problem solving

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Beacon Bank in Longmeadow, MA is seeking a Branch Customer Relationship Specialist to deliver outstanding service, build and expand customer relationships, and advise on deposits and lending products while guiding digital banking options.

This role supports branch leadership, mentors staff, conducts meetings, and helps manage daily operations, audits, and compliance to standards. Flexible hours including Saturdays are required, with travel to nearby offices as needed.