Universal Banker Representative

(Rockland)

About Us:

MountainOne is a mutual holding company headquartered in North Adams, Massachusetts.
Banking, Insurance, and Investment products are offered at full service offices in the Berkshires
(Pittsfield, North Adams, Williamstown) and on Boston's South Shore (Quincy, Rockland, Scituate).
MountainOne is dedicated to the local communities we serve, with a mission of delivering solutions
of real value that help individuals, businesses, and community institutions manage their financial
lives with clarity and confidence. 

MountainOne Bank, founded in 1848, provides a complete array of personal and business
banking and electronic services. 

MountainOne Insurance provides personal and business insurance, bonding services and
group benefits solutions. 

MountainOne Investments provides individual investment services and group financial
benefit plans (financial professionals offering securities and advisory services through
Commonwealth Financial Network®, Member FINRA/SIPC, a Registered Investment Advisor)

Position Description:

The Universal Banker Representative plays a vital role in providing exceptional customer service in
accordance with our Community Banking Service Standards. This position participates in the daily
operation of the branch; including but not limited to responsibilities for account management and
assisting customers with banking products, transactions and other financial products/services as
needed; for providing timely and efficient completion of transactions while maintaining accurate
records and thorough handling of all cash and negotiable instruments assigned. The Universal
Banker proactively participates in the branch sales referral process as directed by management.

Key Accountabilities and Responsibilities:

The job performance of the Universal Banker includes the following, and other/related duties as
assigned.

1. Customer Care

• Drive and deliver the MountainOne Standard of Customer Care e regarding daily transactions,

proactively addressing inquiries, and resolving problems in accordance with bank policies.

• Perform the basic transactions of a teller; accepting deposits and loan payments, verifying cash

and endorsements, cashing checks within limits and obtaining further authorization when

necessary, issuing money orders, cashier’s checks and redeeming savings bonds.

• Perform ATM/Debit card maintenance and new card orders.

• Develop and deepen customer rapport; have and use knowledge of account ownership, be

responsive and timely with correspondence and problem resolution.

Promote and advise on the bank’s products and services.

• Open and service new and existing accounts. Ensure customer profiles are updated Maintain

constant awareness of changes/opportunities affecting customer accounts.

2. Operations and Compliance

• Comply, keep updated with policies, procedures, compliance training; comply with

BSA/AML/OFAC regulations and guidelines. Keep track of and participate in scheduled monthly
audit requirements. Comply with the company’s code of ethics.

• Maintain a position of trust and responsibility by keeping all customer business secure and

confidential; educate and alert customers regarding fraud.

• Prepare individual daily balance of teller cash transactions, as well as other reports as necessary.

• Prepare and review new customer account and maintenance document checklists for 100%

accuracy.

3. Individual and Team Effectiveness

• Work cooperatively in close communication and coordination across all company

departments/functions. Develop a collaborative relationship with the Call Center.

• Participate in cooperative team efforts to set/achieve goals, communicate, share information;

training and development.

• Demonstrate a strong commitment to the bank’s culture and core commitments including

community engagement; established service standards; serve as a brand ambassador.

• Ability to travel to other branches within the region to assist with staff coverage.
  

4. Business Development

• Identify business growth opportunities through active listening; by reviewing basic customer

account data.

• Proactively participate in the sales referral process. Cross-sell product lines and appropriate

financial solutions.

Understand and utilize thorough products and services knowledge for the sake of customer

inquiries, discussion and cross-sell opportunities.

Qualifications:

Technical Knowledge/Skills

• Math literacy and fundamental financial calculations.

• Fundamental teller transactions.

• Proficiency in Microsoft Office Suite.

• Systems knowledge (teller and customer management).

• Branch procedures; cash handling; ATM processes and procedures.

• Product knowledge, e.g. deposit accounts, loan products, features/benefits.

• Sales process; as relates to selling through product promotion, cross-selling and making sales

referrals.

Personal Skills: Critical thinking; ability to logically evaluate information, solve problems, exercise good

judgement.

• Goal-orientation; ability to expend the time, effort and focus necessary to achieve goals.

• Personal accountability and effectiveness; ability to act responsibly.

• Interpersonal skills; communication skills, including verbal, written and active listening.

• Empathy, ability to relate to and care for others.

• Flexibility, ability to adapt to situations and others.

• Detail-orientation and consistency; ability to organize activities, tasks and projects with

accuracy.

• Teamwork, ability to participate cooperatively in setting and achieving team goals; participate in

peer coaching.

• Customer service and relationship-management; strive to anticipate, meet, exceed customer

expectations.

• Act and communicate professionally, with consideration, respect and courtesy.

Experience: Associate’s degree.

• Minimum one year of banking experience.

Other Requirements: Flexibility and availability to service all banking hours, as needed.

• Ability to travel up to 50% of the time outside a 25-mile radius.

• Ability to sit, drive, bend, make/answer telephone calls.

To Apply:

Please email your resume and letter of interest to: careers@mountainone.com. MountainOne is an
Equal Opportunity Employer. All qualified applicants will receive consideration for employment
without regard to race, color, religion, gender, national origin, age, disability, or veteran status.
(Compliant with VEVRAA and Section 503 rules)

MountainOne Bank is Member FDIC. Member DIF. Equal Housing Lender.

Insurance and Investments are not insured by the FDIC and are not deposits or other obligations
of, or guaranteed by, any depository institution. Funds are subject to investment risks, including
possible loss of principal investment.

The financial advisors of MountainOne Investments offer securities and advisory services through
Commonwealth Financial Network®, member FINRA/SIPC, a Registered Investment Adviser. Fixed
insurance products and services offered through CES Insurance Agency or MountainOne
Investments. MountainOne Bank is not a registered broker-dealer or Registered Investment
Adviser. MountainOne Bank and MountainOne Insurance are not affiliated with
Commonwealth. MountainOne Investments’ main office is located at 85 Main Street, Suite 100,
North Adams, MA 01247. (413) 664-4025