Senior Service Associate

Automatic Data Processing, Inc.; Cambridge (MA); On-site; USD 45,000 - 65,000; Part time

Job summary

East Cambridge Savings Bank is seeking a Part-Time Senior Service Associate for the Inman Square Banking Center in Cambridge, MA. You will drive branch sales, provide exceptional customer service, and mentor staff while maintaining compliance and accurate cash handling.

The role requires strong communication skills, experience in incentive-based sales, and knowledge of digital banking products. A Mortgage Loan Originator license may be required by the S.A.F.E. Act.

Qualifications

• 3+ years in sales and customer service in an incentive-based role; 1+ year supervisory experience or a BA with 2 years sales in incentive-based role.
• Proficient with digital banking products.
• Ability to meet monthly/annual sales goals.
• Knowledge of the Bank’s products and services.
• Multitask and prioritize effectively.
• Strong interpersonal, verbal and written communication skills.
• Able to register as Mortgage Loan Originator per S.A.F.E. Act.

Responsibilities

• Interact with customers professionally to ensure exceptional service and drive referrals.
• Attain predetermined sales goals monthly/annually and support branch sales promotions.
• Generate leads via phone, mail, and personal contact; open new accounts.
• Provide coaching and leadership to staff; monitor progress toward branch goals.
• Understand customer needs and recommend suitable products/services to meet goals.
• Conduct loan interviews, process applications, and respond to mortgage inquiries.
• Promote bank products/services to local businesses and maintain relationships.
• Oversee daily branch operations and prepare reports.
• Train new staff and ensure adherence to customer service standards.
• Ensure accuracy of transactions and cash handling; maintain compliance.
• Complete required BSA training and report suspicious activity.
• Support audits and regulatory examinations; uphold policies and procedures.

Skills

Sales & customer service

Digital banking

Goal-oriented

Bank products knowledge

Multitasking & prioritization

Interpersonal communication

Mortgage Loan Originator (S.A.F.E. Act

Education

Bachelor’s degree in Retail Banking

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Senior Service Associate

Part Time Inman Square Banking Center, Cambridge, MA, US

2 days ago Requisition ID: 1339

Salary Range: $29.72 To $44.60 Annually

Actual compensation for this role is commensurate with experience, skill set, and other qualifications.

East Cambridge Savings Bank’s Retail Division is actively recruiting for a Part-TimeSenior Service Associate.

Function:

Under the general direction of the Business Development Manager, perform and coordinate a variety of sales & service related work in support of branch sales and service.

We are looking for a candidate with:

• 3 or more years in a sales and customer service environment in an incentive-based role, with 1 or more years supervisory experience; or a Bachelor’s degree with 2 years sales and customer service experience in an incentive-based role. Retail Banking preferred.
• Proficient with digital banking products.
• Demonstrated ability to meet individual sales goals on a Monthly/Annual basis
• Demonstrated knowledge of the Bank’s products and services
• Ability to perform a variety of tasks simultaneously and prioritize activities as required
• Strong interpersonal and verbal and written communication skills
• Able to register as a licensed Mortgage Loan Originator as required under the S.A.F.E. Act.

Essential Job Functions:

• Demonstrates professionalism, courtesy and efficiency when interacting with customers and fellow employees, in accordance with the East Cambridge Savings Banks Customer Service Standards to ensure an exceptional customer experience either in person, telephonically, or virtually.Makes referrals to meet customer needs.
• Responsible for attaining predetermined sales goals on a monthly/annual basis in accordance with the Bank’s Customer Service Standards. Assists with Banking Center sales promotion strategies.
• Generates and pursues sales leads by telephone, letter and personal contact which may include opening new personal or business accounts.
• Provides daily coaching, guidance and leadership to sales and service staff. Monitors progress of staff toward branch goals and modify schedules/workload to ensure completion of objectives. Assists with completion of staff performance appraisals.
• Demonstrates knowledge and understanding of the customers' needs by conducting a needs analysis and recommends products/services as appropriate. Sells and cross-sells products and services to existing and new customers toward established sales goals. Ensures that customer service standards are achieved.
• Conducts loan interviews, accepts loan applications, and responds to mortgage inquiries. Originates and closes home equity lines of credit and consumer loans within established limits. Assists loan applicants with questions and follows up research as needed.
• Participates in civic activities to promote growth and development in the community and a positive image for the Bank as needed.
• Assists with promoting East Cambridge Savings Bank products/services to local businesses. May establish and maintain relationships with outside professionals in the community and conducts outside sales calls as needed. Informs management of progress toward goals and asks for assistance as needed. Reports sales activity to investment planning and retail management on a weekly basis. Maintains proper documentation.
• Oversees daily operations including opening and closing branch, coordinate work assignments. Prepares and maintains branch reports and files, forwards to appropriate departments when necessary.
• Trains new employees in entry-level work and customer experience standards; and reviews new procedures and services with trained staff. Evaluates work performance. Assists Sales & Service Representatives in resolving complex customer service situations in a professional, courteous, and efficient manner in accordance with East Cambridge Savings Bank’s Customer Service Standards. Responsible for effective handling of telephone calls pertaining to requests for information, problems, questions regarding service, policies, procedures, etc.
• Ensures on daily basis, proper documentation and accuracy of transactions and balance work. Verifies all cash transactions and that cash is in proof.
• Maintains compliance with Bank policies and procedures, federal, state and local laws and regulations, including but not limited to the S.A.F.E. Act and its registration, renewal and updating requirements. Maintains knowledge of current industry practices and trends as well as Bank products and services by attending training seminars as needed.
• Completes all required Bank Secrecy Act training annually and maintains knowledge of current BSA related policies and procedures. To assist with Bank Secrecy Act compliance, recognizes and documents currency transactions and checks purchased in excess of $10,000, as well as checks purchased between $3,000-$10,000. Identifies and report potential suspicious activity.
• Monitors results of operational audits and ensure operational preparedness for audits and regulatory examinations. Ensures compliance with established policies, procedures, and laws and regulations.

East Cambridge Savings Bank, Attn: Human Resources

344 Cambridge Street Cambridge, MA 02141

East Cambridge Savings Bank is an Equal Opportunity Employer/Veterans/Disabled