Wilbraham, MA 2005 Boston Rd

Division:               Retail Banking                                                                        
Department:          Various                                                                                   
Reports to:            VP, Regional Branch Manager 
Status:                   Exempt/Officer                            
Grade:                   9
Location:               2005 Boston Rd, Wilbraham, MA
Directs branch operations and generates sales of Bank products and services while ensuring consistently excellent customer service both individually and as the team leader of the entire branch.
Key Accountabilities:
  1. Manages branch sales and operations; e.g., stays abreast of new products/services/promotions.  Educates and trains staff, maintains awareness of Federal/state banking regulations.  Promotes process improvement and expense control initiatives. Ensures proper appearance of branch, maintenance of equipment, appropriate inventory/supply levels.  Ensures branch/staff conformity to branch security system and adherence to proper cash and balancing controls.    20%
  2. Develops business; e.g., educates customers on products/services and advises appropriately based on needs, capitalizes on cross-selling opportunities.  Promotes business development by contacting existing or potential customers to solicit business and promote products/services. Provides leadership and coaching to all team members in order to achieve quarterly branch goals via team meetings, in-branch campaigns and teller referrals.  Refers business to other departments through the Company’s desktop referral system. Represents Bank in appropriate community organizations.  Attends Chamber and outside events as a Bank representative for networking opportunity. Is an active and supportive member of all internal committees, programs and initiatives.    45%
  3. Performs supervisory duties; e.g., coaching, performance management, salary adjustments, transfers, resolves personnel problems, advises and counsels subordinates, delegates workload, conducts team meetings.  Ensures staff is highly skilled, cross-trained as needed, and motivated to meet branch goals and objectives.   20%
  4. Utilizes customer service skills to determine and meet customer needs and performs more complex or unusual customer operations.  Responds to routine legal issues; e.g., Powers of Attorney, estates, trusts.  Ensures safe deposit box operation conforms to bank’s procedures.    5%
  5. Serves as part of loan origination process; e.g., answers customer inquiries, collects information, processes loan applications (i.e. Mortgages, Home Equity, & Small Business Loans), performs loan closings where applicable.  10 %
  6. 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.

Must be eligible to be registered in the Nationwide Mortgage Licensing System & Registry for purposes of SAFE Act, if applicable.
Branch Officer level is designated based on a combination of many factors, as well as individual branch needs and individual manager performance and capabilities.
Quantitative Factors:                                                            Evaluated Factors:
Deposit Size                                                                             Branch Efficiency
Staff Size                                                                                  Branch Audit Results
Transaction Volume and Complexity                                       Mystery Shop Results
Customer/Business Development                                            Overall Branch Performance
Staff Development & Performance Management                    Manager’s Overall Performance
Staff Retention
Customer Retention
  • Associates Degree preferred, or equivalent work experience
  • 5 years’ experience in branch banking
  • Supervisory experience
Skills & Knowledge:
  • Customer service/sales skills
  • Problem solving ability
  • Strong communication skills
  • Ability to handle multiple tasks
  • Technically proficient in operations & procedures
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.