Client Experience Banker

May 21, 2024

Company Overview:

Established in 1895, Bay State Savings Bank is an approximately $500MM, Massachusetts-based mutual Bank. As a Bank owned by a mutual holding company, the Bank is effectively governed by its depositors, and its mutual ownership structure allows it to focus on long-term and community impact rather than short-term profits. BSSB has six branch locations in central Massachusetts and operates one education branch within a high school. BSSB is the only remaining mutual savings bank originally headquartered in Worcester, Massachusetts: the second largest city in New England. BSSB is a value-driven organization committed to international actions and investments that position the Bank as the communities’ preferred choice for Banking.

Position Description:

With the support of the Client Experience Manager, position is responsible for ensuring the overall success of the branch in relation to operating efficiency, service standards, overall goals, staff development and adherence to the Bank’s policies, procedures, and core values.  Individual performance as well as providing oversight, “on the spot” coaching and direction to Personal Bankers are critical components to this position. Ensures compliance with all banking laws, rules, regulations, and prescribed polices/practices/procedures necessary to reduce risk and uphold ethical standards. Supports the Bank’s mission, culture, and values.

Key Responsibilities:

  • Meets or exceeds all individually assigned goals including loan & deposit growth, referrals to business partners, budget targets, operations, compliance, and service standards.
  • Provides a positive role model for staff by demonstrating strong ownership and urgency of day-to-day duties and goals.
  • Ensures staff is updated with product, policy, and/or procedure changes for all systems and service standards.
  • Responsible for ATM balancing, supplies, logs and reports and committing to them being done accurately and within the established time with no reminders or prompting required.
  • Is responsible to ensure standards are met for overall service level of the branch including customer interactions both in person and via telephone as well as inter-departmental relations.
  • Supports management in efforts to reduce branch expenses including monitoring and updating Client Experience Manager with scheduling needs and staff overtime. This may, at times, require additional hours worked, uncertain schedule day-to-day and flexibility to work on days not typically scheduled.
  • Completes required on-line compliance and security training and ensures all employees complete their assigned training as well. Report discrepancies to Manager.
  • Ensure all monthly audits and compliance items are performed and submitted on time.
  • Maintains and expects a professional image for all branch staff.
  • Establishes priorities for assignments and meets all deadlines with limited supervision.
  • Develops a team spirit among subordinates and peer group by leading by example, demonstrating a positive demeanor even when stressful situations arise.
  • Ensures standards are met for professional presentation of office and all marketing materials are current and compliant.
  • Support Bank initiatives within the community to promote the Bank’s image and growth ensuring that Bay State Savings Bank maintains a strong local presence.
  • Responsible for the ensuring daily operational reports are completed within the established time.
  • Other duties as assigned or requested.


People Leadership and Building the Future:

  • A culture of professionalism, respect, diversity, and ethical business conduct.
  • A high level of performance, productivity, and long-term value creation.


Qualifications, Education and Experience:

  • A high degree of interpersonal skills necessary to effectively sell the bank’s products and services.
  • Able to use considerable discretion, resourcefulness, and persuasiveness to achieve the desired objectives and results.
  • Proven track record to influence the behavior of subordinates, customers, and the public to maintain good relationships.
  • Strong knowledge of other bank services to refer customers and prospects to these business channels.
  • Maintain knowledge of economic conditions, compliance issues and factors to be able to appropriately sell products and services to customers and/or prospects.
  • Demonstrates current knowledge regarding compliance with various financial institution regulations and other job essentials.
  • High School diploma or equivalent required with a minimum of 3 years’ branch banking experience.
  • Must be registered in good standing as an MLO with the NMLS
  • Bachelor’s degree preferred.
  • 3 years or more years’ Senior/Master Teller experience.
  • Strong interpersonal skills, problem solving ability and accuracy.
  • Strong written and verbal communication skills.
  • Strong computer skills, knowledge of Microsoft Word and Excel.
  • Demonstrated ability to meet/exceed assigned goals accurately and within established timelines.
  • Ability to work in a fast-paced diversified environment.
  • Outstanding sales and service orientation.
  • Strong ability to lead and motivate others.
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