Senior Relationship Banker

Join Mascoma Bank's Retail Team as a Senior Relationship Banker and help us improve our clients' financial 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 how one should interact with customers.

1) Performs a variety of Customer Service functions including:

• 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.

2) Adheres to Customer Experience Standards and the Banks Purpose and Values by:

• 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.

3) Serves as an expert of all banking regulations through the internal learning center and self-managing your studies; being a branch level subject matter expert to others.

4) Understands and adheres to the Bank's policies and procedures and being a resource for other Relationship Bankers.

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

What You Bring

• 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
• Professional appearance; grooming and dress consistent with MB appearance policy

If you are interested in the role and do not meet 100% of the requirements, we are still interested in hearing from you!

Why Mascoma Bank?

• Strong culture of belonging with a team that values creativity, new perspectives and innovation.
• Community first minded. We care about our employees and the communities we serve.
• Competitive compensation.
• Flexible work environment.
• Career development and internal career mentorship.
• Comprehensive health care, dental care, and vision.
• 401(K) Program: 4% safe harbor employer match on top of 5% non-elective contributions following one year of service.
• Generous PTO starting at 22 days per year, not including 11 paid holidays and 16 hrs. of Volunteer Time Off.
• Tuition Reimbursement.
• Student Loan Paydown and so much more!

Background and Credit Check

As part of our commitment to maintaining a secure financial institution, all final candidates will be required to successfully complete background and credit screenings as part of the hiring process. These screenings will be conducted in accordance with applicable laws and industry regulations.

Please note: Having a record on a background or credit report does not automatically disqualify you. We evaluate results on a case-by-case basis, taking into account their relevance to the role and any regulatory requirements.

Our Commitment to Belonging!

The communities served by Mascoma Bank consist of individuals from diverse backgrounds. Our employees likewise bring unique perspectives, experiences, and approaches to the bank. We strive to create a safe and welcoming environment for all who pass through our doors and a workplace that actively demonstrates mutual respect and trust, one of our core values. A truly inclusive culture leads to a sense of belonging and support for all team members and inspires innovation and creativity. We are committed to recruiting and retaining a diverse talent pool, increasing team member engagement through professional development and community outreach activities, and offering personal growth workshops and team-building opportunities. By embracing diversity, equity, and inclusion, we strengthen our communities and ourselves.

Mascoma Bank is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, ethnicity, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, status as an individual with a disability, or other applicable legally protected characteristics. To request reasonable accommodations, please contact careers@mascomabank.com.

Mascoma Bank is an Affirmative Action and Equal Opportunity Employer, M/F/D/V.