Relationship Banker - Operations Specialist/Raynham, MA ($24-$31/Hour)
Full Time
Raynham, MA 02767
Posted
Job description
Overview:
This cross-functional team member is empowered to create an exceptional customer experience by meeting customer needs and delivering solutions from greeting through fulfillment. The Relationship Banker – Operations Specialist will embrace the mission of relationship building and profitable growth. A thorough knowledge of the Bank’s products and services, and digital capabilities will be required to provide suitable recommendations to customers. This position requires in-depth knowledge of all branch operational systems, products and services, account fulfillment, applications, and technologies.
Responsibilities:
Identify and match customers’ needs with appropriate HarborOne products and services by interviewing customers and providing suitable solutions. Referring to other business lines as needed.
Adopt “relationship banker” model and adhere to new practices, programs and policies of evolved branch. Help drive the utilization of new technologies through customer education and on-boarding.
Fully adopt and master new tools for customer relationship management and on-boarding including the guides and CRM.
Participates in the branch’s social media campaigns and acts as social media “ambassador” in the community building the bank’s brand through digital touchpoints.
Process all transactions including basic teller processing as well as new account opening, loan origination and closings, general maintenance and cross-business referrals.
Serves as the customer’s single point of contact during branch visits. They will proactively resolve customer complaints, issues, and/or problems.
Lead on all operational tasks in the branch including but not limited to: cash control, audits, reports, logs, settlement, and supplies
Manage branch cash and controls:
Manage, monitor and follow-up on the following:
Ensure branch staff adheres to operational standards, bank’s policies and procedures, regulatory requirements and security guidelines
Identify opportunities that will improve efficiencies, streamline processes and enhance overall customer experience.
Ensure customer complaints/problems are resolved in a timely manner, recorded and escalated when appropriate.
Keep branch staff abreast of new or revised policies, procedures, and regulatory changes. Acting branch liaison for security, technology, and operations.
Assist branch staff with more complex transactions and/or regulatory clarification
Keep Branch Officer abreast of any operational or compliance related issues, violations, or concerns.
Attend compliance webinars/seminars as required.
Participate during branch operation calls/meetings to stay abreast of policy/procedure changes
Provide support to new hire RB Operations Specialists at other locations (onsite assistance if needed).
Ensure all branch equipment is operational by managing service calls and/or requests.
Maintain adequate branch supplies, Instant Issue card stock, etc.
Provides leadership to the team in implementing and communicating new procedures and practices. Ensures proper risk management practices are in place.
Helps train new employees to the branch and supports the team in learning new systems.
Ensures that all technologies are systems are working properly in the branch and manages vendor relationships within the branch.
Communicates actively with management team regarding operational matters.
Consistently meet individual performance goals and contribute to team objectives. Actively participate in all bank-wide sales campaigns and programs. Retain existing customers and build new relationships within the market.
Process all lending requests from application to closing efficiently and in accordance with all regulatory guidelines and HarborOne’s policies and procedures.
Maintain a thorough knowledge of HarborOne products, services, procedures, policies, and appropriate regulatory topics pertaining to job functions including but not limited to: Bank Secrecy Act, Privacy, Fair Lending, Reg E, deposit, transaction and loan accounts. Attend all required classes/training programs.
Participate in meetings, bank functions, and customer/community events as requested. Delivering strong community visibility.
Ensure all literature in the branch is up-to-date and appropriate, including product brochures, disclosures, marketing materials, and human resource collateral.
Be an advocate for branch evolution and provide support to retail peers as we roll out new RB roles.
Demonstrate and promote high ethical standards and behaviors. Respects, promotes and values diversity.
Adhere to security guidelines and help ensure the safety and soundness of branch environment.
Adhere to all bank policies and procedures with minimal errors.
Other duties as assigned.
SECONDARY RESPONSIBILITIES
Meet expected reporting requirements including payroll and scheduling of hours.
Support Branch in driving exceptional experience by providing beverage and cookie service to customers as needed throughout the day.
The Relationship Banker – Operations Specialist is required to register with the Nationwide Mortgage Licensing System and Registry (NMLS), obtain a unique identifier and annually renew the registration, as defined by S.A.F.E. Act requirements.
Qualifications:
OTHER SKILLS
Internal candidates should have a minimum of one year experience in their present role with a performance rating of “Valued Performer” overall as well as operational proficiency.
Ability to multi-task and master competencies in all areas of financial advice including managing money, borrowing money, and investing money. Must be able to self-manage, work independently, and be flexible. Maintain technical and operational proficiency in all aspects of customer engagement including account opening, loan applications, servicing, small business, new technologies, and on-boarding.
Strong operational proficiency with successful outcomes. Solid Analytical and decision-making skills.
Must be able to work in a team environment and contribute as an individual – demonstrating the ability to support others in the achievement of common goals, as well as self-managing to individual expectations. Prior track record of successful attainment of goals in customer experience and/or business development in prior roles and work experiences.
Working knowledge of Microsoft Office products. Ability to master job specific software and hardware applications. Ability to educate around new technologies and digital channels. Ability to engage consumers and respond to their digital needs.
Must be able to successfully complete required training classes.
PHYSICAL DEMANDS
Must be able to work in an environment that requires active lobby management throughout the day. While performing this job, employee is regularly required to stand; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; and talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to stop, stoop, kneel, or crouch. The employee may occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.
HarborOne Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability status, protected veteran status, or any other characteristic protected by law.
HarborOne Bank has an opening for a
Relationship Banker-Operation Specialist in our
Raynham, MA Office. Under the direction of the AVP Branch Officer, the Relationship Banker – Operations Specialist will ensure the day-to-day branch operations are completed effectively, efficiently, accurately, and are compliant with the Banks policies, procedures and objectives. This position requires a strong knowledge of the various regulations and banking laws to ensure adherence. The Relationship Banker – Operations Specialist will also serve as the security, technology, and operations liaison for the branch.
This cross-functional team member is empowered to create an exceptional customer experience by meeting customer needs and delivering solutions from greeting through fulfillment. The Relationship Banker – Operations Specialist will embrace the mission of relationship building and profitable growth. A thorough knowledge of the Bank’s products and services, and digital capabilities will be required to provide suitable recommendations to customers. This position requires in-depth knowledge of all branch operational systems, products and services, account fulfillment, applications, and technologies.
Responsibilities:
Continually exceeds customer service standards and expectations of the branch model including memorable greetings, active lobby management, technology on-boarding, and building loyal relationships.
Identify and match customers’ needs with appropriate HarborOne products and services by interviewing customers and providing suitable solutions. Referring to other business lines as needed.
Adopt “relationship banker” model and adhere to new practices, programs and policies of evolved branch. Help drive the utilization of new technologies through customer education and on-boarding.
Fully adopt and master new tools for customer relationship management and on-boarding including the guides and CRM.
Participates in the branch’s social media campaigns and acts as social media “ambassador” in the community building the bank’s brand through digital touchpoints.
Process all transactions including basic teller processing as well as new account opening, loan origination and closings, general maintenance and cross-business referrals.
Serves as the customer’s single point of contact during branch visits. They will proactively resolve customer complaints, issues, and/or problems.
Lead on all operational tasks in the branch including but not limited to: cash control, audits, reports, logs, settlement, and supplies
Manage branch cash and controls:
-
Order branch cash, shipments in/out, replenish/balance ATM
-
Maintain adequate cash levels in recyclers
-
Perform cash audits as required
Manage, monitor and follow-up on the following:
-
NAO/CIP missing document report
-
Mismanaged account report
-
Branch staff compliance training
-
RDI (return deposited items) report
Night Depository processing
Ensure branch staff adheres to operational standards, bank’s policies and procedures, regulatory requirements and security guidelines
Identify opportunities that will improve efficiencies, streamline processes and enhance overall customer experience.
Ensure customer complaints/problems are resolved in a timely manner, recorded and escalated when appropriate.
Keep branch staff abreast of new or revised policies, procedures, and regulatory changes. Acting branch liaison for security, technology, and operations.
Assist branch staff with more complex transactions and/or regulatory clarification
Keep Branch Officer abreast of any operational or compliance related issues, violations, or concerns.
Attend compliance webinars/seminars as required.
Participate during branch operation calls/meetings to stay abreast of policy/procedure changes
Provide support to new hire RB Operations Specialists at other locations (onsite assistance if needed).
Ensure all branch equipment is operational by managing service calls and/or requests.
Maintain adequate branch supplies, Instant Issue card stock, etc.
Provides leadership to the team in implementing and communicating new procedures and practices. Ensures proper risk management practices are in place.
Helps train new employees to the branch and supports the team in learning new systems.
Ensures that all technologies are systems are working properly in the branch and manages vendor relationships within the branch.
Communicates actively with management team regarding operational matters.
Consistently meet individual performance goals and contribute to team objectives. Actively participate in all bank-wide sales campaigns and programs. Retain existing customers and build new relationships within the market.
Process all lending requests from application to closing efficiently and in accordance with all regulatory guidelines and HarborOne’s policies and procedures.
Maintain a thorough knowledge of HarborOne products, services, procedures, policies, and appropriate regulatory topics pertaining to job functions including but not limited to: Bank Secrecy Act, Privacy, Fair Lending, Reg E, deposit, transaction and loan accounts. Attend all required classes/training programs.
Participate in meetings, bank functions, and customer/community events as requested. Delivering strong community visibility.
Ensure all literature in the branch is up-to-date and appropriate, including product brochures, disclosures, marketing materials, and human resource collateral.
Be an advocate for branch evolution and provide support to retail peers as we roll out new RB roles.
Demonstrate and promote high ethical standards and behaviors. Respects, promotes and values diversity.
Adhere to security guidelines and help ensure the safety and soundness of branch environment.
Adhere to all bank policies and procedures with minimal errors.
Other duties as assigned.
SECONDARY RESPONSIBILITIES
Proactively evaluate market for business opportunities. Work in concert with AVP Branch Officer and Retail
Administration tin the development of marketing support and campaigns.
Meet expected reporting requirements including payroll and scheduling of hours.
Support Branch in driving exceptional experience by providing beverage and cookie service to customers as needed throughout the day.
The Relationship Banker – Operations Specialist is required to register with the Nationwide Mortgage Licensing System and Registry (NMLS), obtain a unique identifier and annually renew the registration, as defined by S.A.F.E. Act requirements.
Qualifications:
EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED); Bachelor’s degree from a four-year college or university preferred. At least 1 year of business or retail experience. Prior experience working in a fast paced sales, retail, hospitality, or banking environment is beneficial.
OTHER SKILLS
Proven ability to consistently demonstrate commitment to creating an exceptional customer experience. Demonstrated enthusiasm with established verbal communication skills to engage customers and encourage meaningful conversations. Must be able to pro-actively engage customers in conversations to identify opportunities, broaden relationships and provide solutions. Ability to respond to present needs as well as anticipate future needs of clients and service accordingly.
Internal candidates should have a minimum of one year experience in their present role with a performance rating of “Valued Performer” overall as well as operational proficiency.
Ability to multi-task and master competencies in all areas of financial advice including managing money, borrowing money, and investing money. Must be able to self-manage, work independently, and be flexible. Maintain technical and operational proficiency in all aspects of customer engagement including account opening, loan applications, servicing, small business, new technologies, and on-boarding.
Strong operational proficiency with successful outcomes. Solid Analytical and decision-making skills.
Must be able to work in a team environment and contribute as an individual – demonstrating the ability to support others in the achievement of common goals, as well as self-managing to individual expectations. Prior track record of successful attainment of goals in customer experience and/or business development in prior roles and work experiences.
Working knowledge of Microsoft Office products. Ability to master job specific software and hardware applications. Ability to educate around new technologies and digital channels. Ability to engage consumers and respond to their digital needs.
Must be able to successfully complete required training classes.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to work in an environment that requires active lobby management throughout the day. While performing this job, employee is regularly required to stand; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; and talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to stop, stoop, kneel, or crouch. The employee may occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.
HarborOne Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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