This position will support multiple retail branch offices.
Due to the nature of this position, Float Universal CSRs must maintain a tremendous amount of flexibility. For example, the ability to work in multiple branches in the same week may be required. Occasionally, Floating CSRs may be asked to work in multiple branches in one day requiring travel between the two.
Reporting to various AVP Branch Officers, these positions where created to support branches with a variety of branch functions, specifically Teller and CSR responsibilities when needed.
Preferred candidates have a proven track record for being successful in sales while properly servicing customers in a retail banking environment. It is critical that the Float Universal Customer Service Reps maintain the ability to build relationships with customers and staff at multiple locations.
Maintain a thorough knowledge of all HarborOne Bank products and services, procedures, policies, and appropriate regulatory issues in relation to deposit, transaction, and loan accounts.
Identify and match customer product needs with HarborOne Bank products and services by interviewing customers and discussing their financial needs.
Follow proper procedures in opening accounts including all paperwork, computer input, credit reports, and verification from e-funds.
Process all new accounts accurately and efficiently in accordance with regulatory and internal control standards.
Conduct appropriate follow up and onboarding activities.
Follow appropriate procedures to prevent any fraudulent activity. This includes customer identification and identification of counterfeit cash or checks.
Effectively identify and solve customer issues or complaints.
Consistently meet performance goals such as accuracy, sales production, referrals and quality service standards.
Actively participate in all sales campaigns.
Maintain a thorough understanding of consumer loan products and appropriate procedures for loan applications. Discuss loan product options with customer, prequalify, and prepare appropriate loan documents including denials.
Request and analyze credit reports.
Consistently adhere to service standards and deliver service excellence to customers at all times.
Complete appropriate paperwork to disburse loan to the customer.
Maintain a thorough understanding of HarborOne Bank loan policy and procedures as well as regulatory issues.
Perform all duties professionally and within the Bank's quality service standards, including maintaining customer confidentiality.
Working overtime as needed.
COMPLIANCE: Maintain an excellent understanding of all applicable regulations and laws relating to day to day duties including but not limited to; Bank Secrecy Act; Privacy; Fair Lending and Regulation E.
Expected to be up to date on all requirements for annual compliance testing requirements. Must be knowledgeable and able to effectively apply this knowledge for day to day activities and responsibilities.
Assist in settlement of the branch.
Answer the phone, general filing, and any other duties as assigned.
The Customer Service Representative is required to register with the Nationwide Mortgage Licensing System and Registry ("NMLS"), obtain a unique identifier and annually renew the registration, as defined by the S.A.F.E. Act requirements.
EDUCATION and/or EXPERIENCE
One year certificate from college or technical school; and at least 1 year recent related experience and/or training.
A thorough understanding of the Insight automation system. Excellent selling skills. Maintain a basic understanding of work processing and spreadsheet programs such as Microsoft products Word & Excel.
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
This position is frequently required to travel locally. Therefore, must maintain a valid driver’s license and have reliable transportation.
HarborOne Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.