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Guilderland, NY 1704 Western Ave

Division:            Retail Banking                                                      
Department:      Various
Reports to:        Branch Officer
Status:               Non-Exempt
Grade:                5
Location:           1704 Western Avenue, Guilderland, NY

Performs a wide variety of customer service operations and general operational 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 and champions digital engagement. 
Key Accountabilities:
50% Customer Service:
  • Creates an exceptional customer experience by demonstrating Berkshire Bank’s “BeFIRST” values 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 and resolves routine service concerns.
  • Is adept at asking customers questions related to their finances and managing relationships with such tools as the Relationship Planner and Salesforce.
  • Works with customers to refer partnership solutions such as Wealth, Insurance, Cash Management and Mortgage. 
  • Is proficient in the digital banking space and can assist customers with adoption. 
  • 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. 
  • Participates in all internal sales/referral programs in order to achieve branch goals and support all bankwide initiatives.
50% Customer Service Line 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, Branch Supervisor and teller line as needed and facilitates and participates in branch staff meetings.
  • 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.
  • Available to work Saturday hours as required.
  • 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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