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About the Role

This position is responsible for processing customer transactions, providing financial guidance, and building long-term customer relationships. The role involves servicing customers at various points of contact, including the greeter desk, platform desk, teller line, and over the phone, while promoting ESL’s self-service and digital offerings.

Responsibilities

• Provide excellent service to customers at the greeter’s desk, behind the teller line, or at a platform desk.
• Greet customers warmly upon arrival or over the phone.
• Determine the best team member to assist customers.
• Understand customer needs and financial goals using active listening and needs-based questions.
• Identify and recommend products and services to meet customer needs.
• Provide financial guidance to customers.
• Resolve customer issues promptly or perform necessary follow-up.
• Document customer concerns or team member experiences using the Voice of Customer (VOC) program.
• Adhere to ESL policies, procedures, and regulatory requirements.
• Participate in branch audits and administrative duties as requested.
• Follow authentication processes to verify customer identity.
• Participate in fraud detection by validating monetary instruments.
• Accurately process transactions such as deposits, withdrawals, transfers, loan payments, and account maintenance.
• Open new deposit accounts and submit loan applications.
• Navigate various systems required for customer support.
• Model ESL Core Values.
• Accept feedback to improve performance.
• Engage in continuous self-development through ESL's learning opportunities.
• Collaborate with internal partners in branches, contact centers, and back offices.
• Actively participate in team meetings.
• Participate in and advocate for the VolunCare program.
• Use the ESL Recognition Program to appreciate team members.
• Serve customers through various ESL banking channels, including branches, phone, and chat.
• Participate in coaching sessions to improve relationship building, product knowledge, and financial guidance skills.
• Have meaningful conversations to understand customer needs and financial goals.
• Provide sound financial guidance and offer ESL products and services.
• Proactively manage an assigned book of business through outbound calls and emails.
• Participate in local community events and groups.
• Help the branch meet or exceed assigned team sales targets for Personal Banking, Business Banking, Wealth Management, and Mortgage referrals.

Requirements

• High School diploma or High School equivalency diploma required.
• One year in sales/service in the financial services or comparable industry required.
• Strong communication, problem-solving, and decision-making abilities.
• Bilingual English/Spanish speaking proficiency required.
• Prior Sales Experience preferred.
• A high degree of flexibility to support branch needs.
• Proficient in building customer and peer relationships.
• Proficient in PC applications.
• Understanding of banking products and services preferred.
• Notary preferred; if not, obtain within 12 months of filling the role.
• Must complete submission of application and fingerprinting to the NMLS and successfully be registered as an MLO through ESL.
• Demonstrates alignment with ESL’s Core Values, mission, vision, and Purpose.

Skills

• Communication
• Problem solving
• Decision making
• Bilingual English/Spanish
• Customer relationship building
• Peer relationship building
• PC applications
• Sales

Location

• Branch environment

Work Type

• Full-time

Experience Level

• 1 year in sales/service in the financial services or comparable industry

Education Level

• High School diploma or High School equivalency diploma

Salary/Compensations

• $22.02/hour + 10% premium for bilingual position

Benefits

• Wellness program
• Family assistance plan
• 401k with match
• Paid volunteer time
• Learning & Development training

About the Company

• ESL offers a competitive benefits package which focuses on providing a work life balance for all employees.
• We’re committed to diversity, equity, and inclusion.
• We believe we are a stronger, more successful organization because of this commitment.
• We strive to ensure a robust talent pool of qualified candidates with a variety of skillsets and capabilities for all our openings.
• We hire great people and welcome all new hires to our award-winning work environment, which has been recognized by the Great Place to Work Institute since 2010.

Equal Opportunity

• We’re committed to diversity, equity, and inclusion.
• We believe we are a stronger, more successful organization because of this commitment.
• We strive to ensure a robust talent pool of qualified candidates with a variety of skillsets and capabilities for all our openings.
• We hire great people and welcome all new hires to our award-winning work environment, which has been recognized by the Great Place to Work Institute since 2010.