CUSTOMER SOLUTIONS MANAGER

Salem, CT Reports To:

Regional Sales & Service Manager Level:

E-4 The Branch Manager is responsible for leading an effective team for the purpose of helping customers achieve their financial goals, small or large, by providing outstanding service in a courteous, professional and ethical manner. Whether processing day-to-day banking transactions or educating customers on bank services that enhance their financial well-being, financial care managers are cross-trained to fully handle operational, customer service, and consumer and business product/service tasks efficiently and effectively. In addition, customer solutions managers serve in a leadership role and are experts in the areas of business development, small business, technology, and residential lending.

PRIMARY RESPONSIBILITIES

Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to customers. Organizes and implements branch standards, sales & service goals and objectives for all areas of branch performance; monitors and measures performance through reports, metrics, and formal/informal observations. Ensures the banks principal business priorities are effectively communicated to branch staff and successfully implemented within the branch. Effectively lead and coach team to optimal performance

assist and oversee orientation, training and development of team members.

Facilitates effective team meetings and morning huddles. Conducts timely and thorough performance reviews and makes hiring, salary and promotional recommendations. Proactively engages with community through networking events, branch coordinated events/initiatives and community education. Makes business development calls to area businesses and refers commercial loans and cash management services to business partners. Promotes the Bank s products and services. Proactively engages with customers inside and outside of the branch

informs and educates through various experiences including digital and public presentations
provides efficient, accurate and courteous customer service. Maintains expert knowledge of Bank s products and services. Identifies and actively engages customers in determining needs and goals. Recommends and creates customized solutions
opens and processes all types of consumer and business deposit accounts, consumer, residential and small business credit solutions, participates in business development, onboarding and retention activities.

Refers to a business partner as appropriate. Able to interview loan applicants objectively, recommend appropriate consumer loans, credit cards, equity loans, residential and small business products based on needs and ability to repay. Follow loans from application to closing efficiently and accurately. Refers to MLO s as appropriate. Earn and then annually satisfy the

SAFE MLO

testing requirements for NMLS registration. Effectively demonstrates small business, technology and residential credit skills for more complex and specialized customer needs. Performs a variety of transactions to service the customer including processing deposits, withdrawals, payments, check cashing, commercial teller transactions, coin orders, cash advances, traveler s checks, etc. Assists customers with account maintenance, CD renewals, address changes, research requests, check ordering, debit card orders, safe deposit access, notary services, signature guarantee services, and able to effectively demonstrate online banking and mobile banking services. Ensures the security of various systems and cash storage. Maintains building keys, security and vault combinations with opening/closing responsibilities. Serves in an on-call capacity for ATM and alarm systems Assist team with balances transactions and cash at the end of the day, balances ATM and participates in the branch settlement. Provides supervisory overrides. Serves in an on-call capacity for ATM and alarm systems. Assist with vault transaction processing and cash shipments. Promotes the Bank s products and services and maintains active participation in community affairs. Responsible for adhering to Bank policies and procedures related to regulatory compliance requirements applicable to the job function. Performs related and unrelated duties as may be required.

SCOPE:

Assignment to a specific grade level is based upon various factors, including branch asset size, production and staffing levels.

JOB REQUIREMENTS

B.S.

or equivalent:

5-7 years of cash handling, customer service, lending, supervisor/leadership, business development, and problem-solving experience required. Ability to make business calls outside of branch and travel throughout the bank s market area. Completion of the small business, technology, leadership and residential lending training milestones. Effective customer service, verbal & written communication, math, problem solving and organizational skills. Detail-oriented and able to multi-task and use various types of office equipment, including computers. Able to lead by example; effective coaching and mentoring skills are essential. Tech-savvy

use of and able to demonstrate features of banking technology with customers using a variety of tools.

Proficient use of Microsoft Word, Excel, Outlook, and PowerPoint software applications is essential. Activity learns, demonstrates, and fosters the Chelsea Groton Bank culture. Physical requirements include the ability to move to various locations including the vault, ability to lift up to 15 pounds on an interim basis, and the flexibility to bend and reach. In compliance with the federal Secure and Fair Enforcement for Mortgage Licensing Act (SAFE Act) and various state banking laws, MLOs at Chelsea Groton Bank must satisfy certain professional state-licensing requirements prior to engaging in loan origination activities on behalf of Chelsea Groton Bank.

SUPERVISORY SCOPE

<5 direct reports <7 indirect reports Why Choose Chelsea? At Chelsea Groton, we don t just meet the expectations of our community; we exceed them in the ways we, as a mutual bank, do business, and how we support local organizations financially and through volunteerism. We are focused on bringing together the best in digital, remote, and in-person capabilities. Our approach is designed around the lives of our customers so they can manage finances when, where and how they want, and team members can provide support to our customers in more ways too. We are proud to be recognized as: Best Bank by The Day (2015-present) Top Workplace by the Hartford Courant (2016-present) Forbes Best‑In‑State Bank (2021, 2022) Apply online by visiting us at www.chelseagroton.com/careers Chelsea Groton Bank is an Equal Opportunity Employer

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Customer Solutions Manager (Branch Manager)