Senior Client Service Associate

Description

Location: Rockefeller Center

About Us:

Hanover Bank – When you love your work and the people you work with, careers are made!

Embracing diversity, valuing inclusion and showing respect are the foundation upon which we build our team. At Hanover Bank, inclusion means respecting personal beliefs and appreciating that we all have perspectives that matter. We are stronger together as we move toward a shared vision of personal and corporate growth.

Whether you are just starting out or a seasoned professional, working for Hanover Bank can launch you on a path to success. With a passion for excellence, we strive to deliver exceptional service to our clients, foster a positive impact in the communities in which we work and live and help our team members achieve their professional goals. 

When you work with us you are empowered, engaged and encouraged to collaborate because every voice matters, every person counts!

Job Summary:

Hanover Bank is looking for a full- time Senior Client Service Associate (Senior CSA) to join our team. The Senior Client Service Associate enhances the client experience by providing exceptional client service, selling/promoting the bank’s products/services to all new and existing clients, supporting Branch functions as needed, and serving as administrative and operational support to the ongoing business Bank. The Senior CSA performs all platform and teller functions, universally. Accurate and efficient process and record routine transactions for bank customers including cashing checks, accepting deposits and withdrawals, and processing loan payments and transfers. The Senior CSA will open new accounts both in person and in conjunction the bank’s line of business partners. The Senior CSA is a trusted leader in the branch who works closely with the Assistant Manager and can assume the duties in the AMs absence. 

Job Duties and Responsibilities:

• Work in a diverse environment, as an integral part of a dynamic sales and servicing team of individuals 
• Be able to identify and assess customers’ needs and recommend appropriate products and services. 
• Keep current on all Bank products and services and be able to explain them to our customers. 
• Build long-term relationships with our customers to understand, identify their financial needs, and recommend appropriate products and services to meet those needs. 
• When appropriate be able to refer customers to business partners to meet their needs outside of the branch products and services (i.e., mortgages, home equity, and business services/cash management).
• Assist with supervision of Client Service Associate staff to ensure client transactions are handled in a service-oriented, efficient, and knowledgeable manner; assist colleagues with problem-solving, answering non-routine questions from clients and developing alternative solutions; provide overrides within authority level utilizing experience and good judgment; ensure daily work is captured within assigned timeframes and that it conforms to processing requirements.
• Proactively promote and sell Bank products and services. 
• Assist in the overall attainment of branch sales, service, and revenue goals. 
• Cross-sell additional products and services to develop and strengthen customer relationships. 
• Attain personal contact and appointment goals. Engage in all sales development activities (e.g., telemarketing and sales events). 
• Comply with policies, procedures, and regulations; and provide outstanding customer service in a safe and sound environment. 
• Support and perform all customer and branch-related tasks to effectively and efficiently meet and conform to the Bank's financial and operational goals. 
• Perform new account openings and all customer service-related functions, as well as all branch-related functions (i.e., balance ATMs, monitor and manage cash in cash recyclers, vault, and coin vault; perform periodic audits in conjunction with Assistant Branch Manager as required).
• Execute an effective outbound calling program to retain and grow the deposit base. 
• Conduct teller transaction processing (proficiency in cash handling and knowledge of check negotiability essential) 
• As needed, required to open and close the Banking Office under Branch Designee guidelines. 
• Ensure compliance with all regulations, policies, and procedures and perform additional accountabilities as required.
• Provide superior customer service and operational efficiency. 
• Reinforce and expand training of the Customer Service Associates.
• Flexible with regard to the weekly work schedule in order to meet the demands of the Bank (including Saturdays).

Professional