Career Details

Full-Time Newbury, MA Posted on 9/19/2023

Newburyport Bank is a premier community bank in the Greater Seacoast looking to expand our team. If you are seeking an organization who treats customers, employees, and community members with respect, fairness, and an unwavering commitment to professional growth and development, apply now.

The Sales and Services Manager is responsible for assisting the Business Development Officer (BDO) with overall supervision of the branch from customer service to operational excellence to facility management to staff supervision including managing and motivating staff to ensure consistency of superior quality customer service while adhering to bank policies, procedures and security. 

Requirements

Leadership

• Responsible for the overall operational soundness of the branch, including but not limited to cash audits, dual control, new account opening and maintenance review, opening and closing procedure adherence, safe deposit audit/reviews (if applicable to branch) and managing clear desk policies for the branch. 

Business Development

• Promotes the bank’s services and looks for opportunities to expand customer relationships and works closely with branch staff to coach to the same business development focus. 
• Participates in all bank-wide and departmental incentive programs and business development initiatives, promotes products and services to create customer awareness and acquire new customers.

Operational Effectiveness 

• Supervises and motivates retail employees to ensure professional and efficient/effective operation of the branch including:  

1. Addressing and resolving department employee relations issues.
2. Allocating work, reviewing, and improving procedures, assisting, training and coaching employees.
3. Scheduling teller line daily, including breaks, lunches, vacations, and Saturday coverage, while managing appropriate staffing levels and minimizing overtime. 

• Assists Branch employees with unusual transactions and in finding errors and outages. Documents, monitors and reports teller outages, check corrections, timecards for each employee.
• Ensures branch’s appropriate physical appearance. Implements effective and consistent in-branch merchandising standards to properly advertise the bank’s products and services. 
• Performs and assigns daily duties, including night deposit access, ATM settlement and maintenance, branch check scanning and opening/closing of the branch facility
• Carries out miscellaneous transactions, including but not limited to - managing branch cash flow and vault security, opening collateral loans, and responding to mortgage inquiries, placing stop payments, balancing and setting vault alarms, and preparing CTRs and SARs. 

Customer Focus

• Consistently provides superior, professional service.
• Approves policy exceptions and override transactions, and responds to customer complaints effectively, professionally and in a timely manner.
• Provides customer service support by performing a wide variety of customer service duties including, but not limited to:

1. Opening/closing and maintaining all deposit accounts.
2. Uncovering customer needs and recommending products and services accordingly.
3. Enrolling customers to Online Banking and guiding them through the login process.
4. Responding to all customer service email inquiries and calls with a professional manner.
5. Collecting all relevant customer information to resolve customer issues.
6. Scanning and inputting checks.

Education and Experience

• Possesses a minimum of high school diploma with 5+ years, or equivalent increasingly responsible customer service/supervisory experience within a banking/retail environment. A minimum of 2 years bank teller experience is extremely helpful.
• General knowledge of teller and customer service roles within a bank and willingness to acquire/develop managerial, business development, customer service and staff management skills. 
• Detail orientation and ability to work successfully with deadlines and time constraints.
• Proficiency with Microsoft applications including Outlook, Word, and Excel. 
• Strong verbal and written communication skills. 
• Ability to work as an effective team member and team leader required. 
• Ability and willingness to work extended hours (nights/weekends) is required. 

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.