Universal Financial Services Representative

Berkshire Bank Lenox , MA 01240

Posted 2 months ago

Division: Retail Banking

Department: Various

Reports to: Branch Officer

Status: Non-Exempt

Grade: 5

Location: 25 Main St, Lenox, MA


Performs a wide variety of customer service operations and general clerical duties, including transactions for checking, savings, loans, and other assigned services. Builds positive customer relations as Bank's main point of customer contact; maintains working knowledge of established policies and operating procedures. Identifies customer needs to make needs-based sales and build customer loyalty. Consistently strives to satisfy customers by providing memorable customer experiences.

Key Accountabilities:

50% Customer Service:

  • Creates an exciting customer experience by demonstrating Berkshire Bank's "can do" philosophy and displaying energy and spirit to create a positive and collaborative work environment.

  • Establishes, develops and retains relationships with existing and potential customers by offering and selling financial products and services.

  • Demonstrates excellent customer service skills, telephone etiquette and communication (verbal/written) abilities at all times to promote positive image for the Bank and build customer loyalty.

  • Explains Bank policy and procedures to customers.

  • Responsible for cross-selling and referral goals for non-traditional Bank products (e.g. insurance and investments).

  • Establishes new accounts, originates/closes consumer loans and ensures proper documentation for all account maintenance in accordance with established regulations, policies and procedures to assist branch in meeting established branch goals.

50% Teller Duties:

  • Executes an extensive variety of customer transactions accurately and efficiently to build customer relationships and trust in accordance with established Bank regulations, policy and procedures.

  • Maintains working knowledge of all products offered by the Bank and corresponding regulations, policies and procedures.

  • Handles large amounts of cash in an organized, timely and accurate fashion. Balances own cash drawer daily within the prescribed balancing guidelines.

  • Acts as significant deterrent of robbery and fraud loss to Bank by following procedures and regulations and knowing the customer.

  • Assists in daily office work to ensure proper balancing of branch and timely delivery of work to appropriate departments.

  • Provides back up to Branch Officer, Assistant Branch Manager, Teller Supervisor and teller line as needed and facilitates and participates in branch staff meetings.

  • Available to work Saturday hours as required.

Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one's duties

May be required to be eligible to be registered in the Nationwide Mortgage Licensing System & Registry for purposes of SAFE Act, if applicable.

Percentage of time spent on each area of key accountabilities will vary from branch to branch.


  • High School diploma or equivalent

  • Banking courses a plus


  • Proven experience in a goal oriented sales or customer service environment

  • Cash handling experience preferred

  • Sales experience preferred

Skills & Knowledge:

  • Superior customer service skills

  • Strong communication (verbal/written) skills, with ability to conduct face-to-face interaction

  • Ability to identify customer needs and make appropriate sales

  • Basic computer skills

  • Interpersonal skills

Berkshire Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

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Universal Financial Services Representative

Berkshire Bank