Relationship Banker Operations Specialist - Roxbury MA Area ($25-$32/Hour) - HarborOne Bank

Who We Are:

For over a century, HarborOne’s mission has not wavered, total commitment to our customers, our communities, and our colleagues. Founded in 1917 to serve the growing financial needs of our local communities, HarborOne continues to honor and embrace its commitment to strengthen and empower the communities where our customers and employees live and work.

Today, HarborOne has 30 branches in southeastern Massachusetts and Rhode Island and 2 commercial lending offices in Boston and Providence. Our corporate values of accountability, integrity, respect, trust and teamwork are core to how we manage our business and our relationships with our customers. Working at HarborOne will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference.

Job Description:

The Relationship Banker Operations Specialist will ensure the day-to-day banking center operations are completed effectively, efficiently, accurately, and are compliant with the Bank’s policies, procedures and objectives. This position requires a strong knowledge of the various regulations and banking laws to ensure adherence.  This role also serves as the security, technology, and operations liaison for the banking center.

This cross-functional team member is empowered to create an exceptional customer experience by meeting customer needs and delivering solutions from greeting through fulfillment. A thorough knowledge of the Bank’s products, services, and digital capabilities will be required to provide suitable recommendations to customers.

Responsibilities:

Banking center Operations:

• Ensure compliance of all policies, procedures and regulatory requirements.
• Train and enforce all banking center security procedures
• Respond to after-hours alarm calls
• Manage monthly Quality Control Reporting for the Banking center
• Follow-up on RDI, mis-managed accounts, and missing documents through resolution
• Manage overall cash needs of the Banking center via CETO
• In collaboration with the Banking center Manager, coordinates activities to promote teamwork and engagement with staff members
• Works collaboratively with external departments, including department managers to resolve internal and external issues
• As required, administrate and manage all aspects of Safe Deposit Box Management
• In the absence of the Banking center Manager, may be required to take on additional responsibility to actively run the business

Customer Experience:

• Empowered to create an exceptional customer experience by meeting customer needs and delivering solutions from initial greeting to fulfillment.
• Continually exceeds customer service standards and expectations of the banking center model including memorable greetings, active lobby management, technology on-boarding, and building loyal relationships
• Educate and engages customers on additional financial solutions.
• Promote and drive high customer service standards to achieve high levels of customer satisfaction
• Be the face of HarborOne Bank by presenting a professional, friendly and helpful appearance with every customer interaction
• Handles complex customer issues in the absence of the Banking center Manager

Profitable Relationships:

• Execute routines to create accountability
• Independently facilitates and handles complex conversations on all business needs and guides customers to improve their overall financial well-being
• Open new accounts and perform transactions as needed
• Acquire low cost core relationships in consumer and business categories
• Achieve success in all goal categories as assigned

Job Knowledge and Problem Solving:

• Leverage problem solving and strong communication skills to resolve customer issues as quickly and efficiently as possible while focusing on deepening customer relationships
• Possesses advanced understanding of financial services, HarborOne products, policies, and procedure and serves as a decision maker

Required Skills:

• High school diploma or general education degree (GED).
• 5-6 years relevant experience and/or training with requisite competencies.
• Proven ability to consistently demonstrate commitment to creating an exceptional customer experience.
• Demonstrated enthusiasm with established verbal communication skills to engage customers and encourage meaningful conversations.
• Must be able to pro-actively engage customers in conversations to identify opportunities, broaden relationships and provide solutions.
• Ability to respond to present needs as well as anticipate future needs of clients and service accordingly.
• Ability to multi-task and master competencies in all areas of financial advice including managing money, borrowing money, and investing money.
• Must be able to self-manage, work independently, and be flexible.
• Maintain technical and operational proficiency in all aspects of customer engagement including account opening, loan applications, servicing, small business, new technologies, and on-boarding.
• Must be able to work in a team environment and contribute as an individual – demonstrating the ability to support others in the achievement of common goals, as well as self-managing to individual expectations. 
• Prior track record of successful attainment of goals in customer experience and/or business development in prior roles and work experiences.

Desired Skills:

• Bachelor’s degree from a four-year college or university.
• Prior experience working in a fast-paced sales, retail, hospitality, or banking environment is beneficial.

Compensation:

The base pay range for this position is $25.00/Hourly - $32.00/Hourly plus bonuses. Offers will be determined based on job-related knowledge, skills, experience, and location.

Benefits:

Our benefit package* may include:

• Paid vacation and sick time
• Medical and dental insurance
• Pre-tax premium program
• Health Reimbursement Account/Health Savings Account
• Employee Stock Ownership Plan (ESOP)
• 401K plan
• Life Insurance
• Tuition reimbursement and tuition assistance programs
• Short term and Long term disability insurance

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected Federal, State or Local status unrelated to the performance of the work involved.