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Sales and Service Manager

Location: Worcester
Posted on: May 16, 2022

Job Description:

POSITION SUMMARY: Serves as a member of the branch leadership team, overseeing the sales and service culture designed to retain and grow customer relationships. Leads sales and service team in assessing customer needs and identifying solutions to assist them in achieving their financial goals. Manages Relationship Bankers. Adheres to bank policies, procedures, and regulatory requirements. Emulates the Bank's defined Service Standards. Consistently promotes and provides outstanding sales and service to customers in a courteous, professional, and friendly manner.
Principal Responsibilities:

  • Serves as branch sales and service leader in collaboration with the Branch Manager. Champions an internal sales and service culture. Promotes and manages the branch's customer experience (VOC) program. Maintains and disseminates reporting on sales dashboards and customer experience scores.
  • Partners with Branch Operations Manager to ensure adequate branch coverage. Opens and closes the branch.
  • Manages and develops Relationship Bankers to produce optimal performance and professional growth.
  • Attains individual sales goals and contributes to achievement of overall branch goals.
  • Listens to and recognizes customers' financial needs to develop and deepen relationships. Quotes consumer loan rates, originates loan applications, (serves as primary customer contact throughout lending lifecycle?) and closes approved loans.
  • Refers customers to Bank partners including the Investment Center, Business and Mortgage Lending, and Business Services. Maintains solid partnerships between the branch and internal business partners.
  • Leads and participates in prospective and existing customer outreach efforts, including branch events, outbound calling efforts, and community events.
  • Establishes and conducts preset appointments with existing customers to perform regular financial reviews.
  • Utilizes Bank technology to educate and assist customers with digital banking services.
  • Leads branch participation in branch audits as it relates to sales-focused activities. Proficient in all operational policies, procedures, and technology used in day-to-day operations of branch.

    NOTE: This position description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.
    MANAGEMENT RESPONSIBILITIES: Manages Relationship Bankers.
    REQUIRED SKILLS: Excellent interpersonal and communication skills. Strong relationship building skills in a needs-based sales and service environment. Proficient in retail branch operations. Solid understanding of consumer and business banking deposit and lending products. Exhibits sound judgement and displays an enthusiastic spirit. Strong attention to detail and ability to multi-task. Proficient in Microsoft Office Suite and banking software applications. Ability to learn and adapt to new information and technology platforms. NMLS license.
    WORK ENVIRONMENT AND PHYSICAL DEMANDS: Work is often performed in an office environment, with frequent interruptions. Ability to remain in a stationary position, move inside and outside the workplace, operate a computer, and exchange information. Occasionally required to move coin of approximately 50lbs. Must be able to positively discern and identify an individual. Willingness to work flexible schedules, including weekend and evening work. Required to travel locally.
    MINIMUM EDUCATION: Associate degree in related discipline or equivalent years of experience.
    MINIMUM PRIOR EXPERIENCE: 4-6 years in related banking operations experience and supervisory experience
    Webster Five is an equal opportunity employer. We are committed to fostering and championing a culture of inclusion, equity, and diversity. Accommodations are available for applicants with disabilities.
    To apply please visit:

Keywords: WEBSTER FIVE CENTS SAVINGS BANK, Worcester , Sales and Service Manager, Sales , Worcester, Massachusetts

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