In partnership with the Office Manager, shares responsibility for all office activities and team members to ensure delivery of private banking experience to clients and prospects. Supports efforts of Office Manager in leading and developing the team, providing exceptional service, and achieving results and growth objectives.
Utilizes relationship building techniques to uncover customer needs and provide bank solutions. Looks holistically at every client to deepen relationships in accordance with private banking model. Conveys Banks value proposition around private banking.
Acts as a trusted advisor and conveys expertise on bank products/solutions including our full range of consumer and business services.
Maintains operational excellence and superior customer service by accurately and efficiently servicing customer requests.
Seeks opportunities to deepen existing relationships and fosters strong collaboration among business partners.
Participates in banking center calling and marketing initiatives.
Provides and directs staff in consistent delivery of service excellence. Ensures team is executing in accordance with client experience playbook and standards for client engagement.
Effectively utilizes available resources for problem resolution, which may involve analysis of information received from Loan Processing, Deposit Operations, Risk Management or other internal departments.
Maintains compliance with Federal and State regulations, as well as, adheres to Bank's policies and procedures at all times.
Provides flexibility of coverage during banking center hours of operation and at other banking centers within the market, as needed.
In the Office Managers absence, manages office activities and team members.
Participates in oversight of office operations and responsible for monthly/quarterly audits as directed by the Retail Operations Officer.
May be asked to fill in on teller line or perform teller functions, as needed. Develops skills to support cross-functional service model, both in teller transactions and platform needs. Owns customer interaction from start to finish
High School Diploma or GED.
Associate's or Bachelor's degree preferred.
Minimum 2 years of banking, customer service, retail, or sales experience.
Prior banking experience; needs-based banking sales experience preferred.
Basic knowledge of small business, mortgages, and lending services preferred.
Excellent verbal and written communication skills.
Excellent organizational skills.
Strong decision making and interpersonal skills.
Ability, motivation and preference to succeed in goal-driven environment.
Ability to learn Banks products and services, use knowledge to identify other deepening opportunities, and refer existing customers and prospects to Business Banking, Cash Management, mortgages, and home equity.
Ability to interact with customers, partners, and team members in professional and personable manner.
Ability to follow established policies and procedures.
Strong commitment to personal growth, learning, and success.
Comfortable making outreach calls to consumer or business customers and/or prospects.
Self-motivated with demonstrated aptitude and desire for sales achievement.
Working Conditions/Physical Demands:
Normal office environment.
Frequent sitting and standing at a desk.
Heavy keyboard use.
Available to work flexible schedule Monday through Saturday.
Ability to operate standard office equipment.
Cambridge Trust Company