Floater - Customer Experience Associate (Brookfields, Belchertown, Palmer, Ware, Three Rivers)

Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answer customer inquiries and refer customers to the proper service area for issues that cannot be resolved at the teller line.
• Maintains the highest level of confidentiality with all information obtained.
• Represent the Bank in a manner that maintains and expands positive relations with all customers, potential customers and co-workers.
• Enforces dual control procedures at all times.
• Receive, count and verify working cash at beginning of shift.
• Balance currency, coin and checks in cash drawers at end of shift.
• Process deposits, withdrawals, transfers and loan and mortgage payments accurately and in a timely manner.
• Process money orders and official checks.
• Examine checks for validity. Ability to recognize and reduce fraud; minimize risk to consumer and the bank.
• Accept cash and checks for deposit and check for accuracy.
• Process cash withdrawals, transfers, withdrawals to purchase negotiable instruments.
• Ability to recognize parts of a negotiable instrument and how to recognize potential fraud (Red Flag).
• Determine when and how to place holds when warranted.
• Process Savings Bond redemptions.
• Ensure ongoing adherence with compliance procedures.
• Keeps educated on all deposit, business and consumer loan products.
• Balances and troubleshoots ATM/debit card concerns.
• Process night drop bags.
• Conduct accurate and true branch logs.
• Ensures excellent customer service skills are practiced. Attempt to solve customer problems and concerns in an accurate timely manner, seeking additional assistance when needed.
• Identify relevant referral opportunities.
• Maintain visibility in the community as an ambassador of NBSB through meaningful community event and volunteer opportunities.
• Ensure compliance with all internal controls and established policies and procedures.
• Identify and promote opportunities for relevant product referrals to consumers.
• Maintain positive, customer centric and communicative team atmosphere at all times.
• Saturday is part of your regular schedule with time off during the week.

Competencies

• Excellent customer service skills, attentiveness, information retention, tact and diplomacy in dealing with both customers and employees.
• Strong communication & organizational skills.
• Detail oriented, high degree of accuracy.
• Ability to work in a fast-paced environment & under pressure as needed.
• The ability to make sound decisions. This may include making on-the-spot decisions regarding customer transactions; weighing customer satisfaction issues with the Bank’s exposure to loss or fraud and the ability to think through and rationalize decisions.
• Capable of relating to individuals at all levels. As unique situations present themselves, must be sensitive to Bank needs, customer and employee goodwill, and the public image.
• Familiar with retail banking regulations and teller roles and responsibilities relating to each.

Work Environment Work is performed in a bank environment.

Physical Demands While performing the duties of this job, the employee is regularly required to sit or stand and walk or maneuver around the branch.

Position Type/Expected Hours of Work This is a full-time position. Days and hours of work are determined based on branch schedules.

Travel Travel between branches will be minimal but required.

Required Education and Experience

• Banking experience preferred
• Familiarity with Teller Capture
• Familiarity with Cash Recyclers
• Mathematical skills

Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

FLSA-PT or FT/Non-Exempt

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Physical setting:

• Office

Schedule:

• Day shift

Education:

• High school or equivalent (Preferred)

Experience:

• Cash Handling: 1 year (Preferred)
• Banking: 1 year (Preferred)

Work Location: Multiple Locations

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