Function: Assists in leading the department by supporting Bangor Support Representatives and management in various areas. Assists in developing a sales culture in addition to providing superior customer service with every interaction. Helps develop and implement initiatives that will enhance the overall experience for Bangor Savings Bank customers and employees. Provides listening feedback to Bangor Support Representatives. Acts as a role model for team members in all aspects of daily work. Takes a lead role in quality control, monitors various production reports regularly; ensuring trends are tracked and addressed accordingly. Understands and resolves complex customer service issues. May conduct specialized training or act as an IMPACT coach. Educates less experienced team members and leads by example. Adheres to Critical Staffing Plan when necessary.

　　Accountabilities:

　　Sales and Servicing

　　Helps lead the Bangor Support team in both sales and service.

　　Performs side by side and remote listening and provides coaching feedback to Bangor Support Representatives.

　　Tracks and reports referrals to other departments.

　　Acts as a lead generalist for most departments. Must acquire and maintain in-depth knowledge of Loans, Deposits, Electronic Banking and Community Relations.

　　Acts as liaison for customers to provide first-call resolution by coordinating and following up with other departments or lines of business as appropriate.

　　May assign work and coordinate schedules in absence of Manager and/or Assistant Manager.

　　Provides supervision and guidance to ensure accuracy of work performed.

　　Works collaboratively and is in close communication with branches to determine resolution for customer needs and concerns.

　　Proactively recognizes issues to be escalated in order to improve process and procedure, with an eye to improving efficiencies and/or customer experience.

　　Acquires and maintains thorough knowledge and understanding of Bank products and services.

　　Works closely with Risk Management to notice and elevate risk concerns/trends.

　　Provides customers with information regarding products and services, rates, service charges and fees as well as other relevant information

　　Maintains a high level of knowledge regarding all deposit products and services as well as basic consumer loan products

　　Understands business partner relationships and refers to other team members in accordance with Bank strategy

　　Demonstrates ability to handle routine service issues independently, consults with appropriate staff for advanced problem resolution

　　Answers written and telephone inquiries from customers concerning bank services

　　Senior Team Manager

　　Has ongoing success managing and coaching a team of Bangor Support Associates

　　Takes on initiatives outside of their specific duties to help make others in the department more successful

　　Takes specific initiative to help the department grow, succeed, and/or have fun

　　Takes a leadership role among the Team Managers

　　Human Resources

　　Participates in the decision making process regarding employment and performance

　　Participate in the hiring and performance management of all direct reports

　　Responsible for completion of performance appraisals for all direct reports

　　Provides leadership, conflict resolution, process improvement and communication to all staff members

　　Supports, mentors and coaches team members in their professional development

　　Creates and fosters a cohesive team and promotes a positive work environment

　　Develops a cooperative and collaborative working relationship with other departments and leaders in the company

　　Compliance and Control

　　Understands, demonstrates competency and maintains knowledge of the Bank’s operational and risk management policies as well as the Bank’s security policies and procedures, ensuring that staff members are knowledgeable of such

　　Assists in ensuring that the Bank is in compliance with local, state and federal regulations

　　Assists, sometimes acting as lead, in completing operational and audit functions within the department

　　General

　　Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.

　　Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook.

　　Performs additional duties as requested.

　　Competencies

　　Integrity/Ethics – deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys news good or bad

　　Vision/Values – supports company mission/values through daily actions and decisions, communicates the Bank’s vision, mission and values to others

　　Adaptability/Flexibility – adapts to change, is open to new ideas, takes on new challenges

　　Initiative – takes action, operates as a pro-active self-starter, acts on opportunities to improve, self-directed with ability to plan own activities to achieve sales goals

　　Interpersonal Skills – has good listening skills, excellent customer service skills, able to communicate clearly and professionally both in telephone and written communication; ability to interact with all levels of staff and management

　　Productivity – manages time well, handles information flow well, strong multi-tasking skills with the ability to prioritize and organize work flow, accepts accountability, meets accuracy standards

　　Decision Making - sound judgment in decision making and problem solving; must be able to think through a problem, following proper steps in finding resolution

　　Teamwork – team player with a positive attitude, promotes a team atmosphere, selflessly pitches in, shares information, partners well with others, willingly assists co-workers and share responsibilities

　　Sales Skills – applies sales skills to identify customer needs and refer to appropriate business partners, translates product features to benefits, cross –selling skills, ability to identify and act on sales opportunities, works to develop sales skills

　　Knowledge/Skills/Experience Requirements

　　High school diploma or equivalent required; college, business, banking or professional training helpful

　　Two years’ experience in sales, consumer banking, lending, customer service and/or operations

　　Demonstrated personal computer literacy

　　Physical Demands/Conditions Requirements

　　General office environment

　　Moderate lifting (to 35 lbs.) required. Moderate reaching, walking, sitting and standing required.

　　Equipment Used

　　General office equipmentExternal and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.

　　At Bangor Savings, we understand the importance of continuing to nurture an internal culture of excellence for each of our employees. We offer internal and external training to assist our employees in realizing their career aspirations including internships, lateral training, management training, and tuition reimbursement.

　　We also offer a unique set of benefits designed to support our employees in living their best life and achieving their goals. Our holistic health and wellness programs allows each employee to customize their approach to well-being. And our pay, rewards, recognition, and incentive programs ensure that they are well-compensated for a job well-done.

　　At Bangor Savings Bank, the work our employees do each and every day allows us to deliver on our promise to make a difference in the lives of people in New England in a way that really matters.

　　Bangor Savings Bank provides equal employment opportunities to all applicants and employees without regard to race, color, religion, gender, sexual orientation, age, national origin or any other class protected under state or federal law and affirmatively seeks to advance the principals of equal employment opportunity. In addition, the Bank is committed to providing equal employment opportunities to qualified persons with disability, veterans, and/or disabled veterans. No question on this application is intended to secure information to be used for such discrimination, this application will be given every consideration, but its receipt does not imply that the applicant will be employed. This application will remain active for a period of 90 days. If, after such time, you still wish to be considered for employment, you must reapply. Bangor Savings Bank does provide workers compensation coverage for employees injured on the job. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.