Senior Relationship Banker

SENIOR RELATIONSHIP BANKER

Join Mascoma Bank's Retail Team as a Senior Relationship Banker and help us improve our clients' financial well-being! At Mascoma Bank, we aim to provide exceptional customer service while enhancing the lives of our customers and communities.

The Senior Relationship Banker leverages extensive banking knowledge to assist both customer and peer team members in banking decisions. This is an advanced position as a Retail Banking expert supporting all customer needs including small business development, investments, and lending. This person will play a lead role in the branch and serve as an example to other Relationship Bankers on how one should interact with customers.

• Demonstrates the High 5 Customer Experience behaviors (Greets, Uses Customer Name, Engage, Thank and Show that you like your job) to customer upon visiting the branch to assist them with both deposit/loan and more detailed transactions. Implement these standards into everyday routine, set the example for others and be a mentor to new Relationship Bankers.
• Building and enhancing customer relationships by finding ways to resolve customers' issues and make recommendations that enhance their financial lives;
  Coaches other team members to build their skill sets in lending, investments, small business lending and abilities to provide financial guidance for managing customers' banking.
• Understanding how we can support customers through our products and services to help them understand the best options for making banking easy via online self‑service options and work with branch manager to develop the branch's strategy and support roll‑out including leading branch meetings.
• Participating in internal focus groups to provide feedback on new products and services, especially regarding how they will impact customers.
• Leading and embracing challenges, learning from feedback, being inspired by and celebrating others' successes;
  Being a leader in the branch and able to coach others to drive stronger customer interactions.
• Being proficient in understanding all account opening, digital tools, mortgage, home equity, investment, and small business products and how to position these to the customer.
• Actively participates in community engagement efforts to expand and/or strengthen Mascoma Bank's presence in our service areas.

• Setting the example for others by demonstrating continuously, a helpful, friendly, positive attitude that makes the customers happy they chose us for their banking needs.
• Maintains a commitment to putting the Customer First in every interaction, focused on first contact resolution, and being a catalyst in the branch for making it a welcoming environment.
• Communicating and interacting with customers skillfully (internal and external). Exercises the 5 A's of Attitude, Acknowledgement, Acceptance, Action, Achievement in working with peers and business partners to support healthy communication and ownership of issues and assists new Relationship Bankers on how to learn how to engage.
• Assist other Relationship Bankers in finding solutions for our customers using our "1 to say yes, 2 to say no" model.
• Continue to onboard customers after initial meeting. Work with available tools and follow guidelines set in place by the customer experience team.

Work Location: This position will be based out of our Lebanon, NH branch.

• Three (3) to Five (5) years in banking
• College Degree Preferred or equivalent work experience
• Great, positive attitude and likes to work with people on a team
• Ability to use and working knowledge of computers/strong typing skills
• Able to maintain confidentiality and privacy
• Flexibility in job schedules including Saturday and early morning drive‑up hours and work locations
• Profe…