Retail Bank Services Associate Trainee

Opportunity Overview

We have a Unique opportunity to join our Retail Branch & Contact Center team as a Retail Bank Services Associate Trainee. Here at UniBank, we are group of talented, professional individuals passionate about supporting our customers and co-workers. We’re looking for someone who thrives in a position where delivering exceptional customer service is expected, who gets excited about learning new things, and wants to work in an environment where no two days will ever be the same. If being part of a team that gets to make a difference in their community is what you have been looking for – then come join us!

Important Dates

Accepting applications until May 7, 2024

Final decisions will be made by May 24, 2024

Offers must be accepted by June 1, 2024

Program begins on Monday, June 10, 2024

To Be Considered

• Review the job description below.
• Apply at the bottom of the page and attach your resume.
• In a short paragraph, tell us what Community means to you. Have fun with it and be sure to attach it to your on-line application.

Position Overview

In this Unique role, you will have an opportunity to learn the many facets of a retail banking career. During your first year of this training program, you will participate in a minimum of 2 functional rotations - one as a Teller and one as a Contact Center Representative. These assignments will give you the base understanding of our products, services and standards. Upon completion of these two rotations you will have the option to decide if you would like to pursue a career path in our branches or our contact center, or if you would like to continue on to year two of the trainee program and explore the Loan Servicing or Retail Operations Functions.

Primary Accountabilities

As a Retail Bank Services Associate Trainee, you will be expected at a minimum during the Teller rotation to:

• Continually exceed customer service expectations by offering excellent service, including greeting customers, smiling, using their name and building rapport with customers designed to generate customer loyalty.
• Service customers by processing all teller transactions quickly with minimal or no errors according to bank policy and procedures.
• Cross sell products and services and makes appropriate referrals to other staff members and departments to ensure customer needs are met. 
• Demonstrate basic product knowledge, including handling customer inquiries as needed.
• Organize and set up workstation, including computer opening procedures, cash ordering and supplies.
• Verify all transactions and prove cash drawer upon completion of assigned shift to ensure compliance with UniBank Teller Standards. Seek assistance as needed to resolve proof discrepancies. 
• Perform clerical duties including transaction and branch proof documentation. Process night drop work as assigned. 
• May assist the ATM Custodian with cash replenishment, ATM proof, and ATM maintenance and troubleshooting. 
• Participate in community and networking events. 
• Stay current with new marketing campaigns.
• Responsible for complying with on-site operational compliance, internal controls, security policies and procedures, assuring compliance with all laws, regulations and corporate policies including BSA reporting, CRA, and Regulation CC.

As a Retail Brank Services Associate Trainee, you will be expected at a minimum during the Contact Center rotation to:

• Exceed customers’ service and sales expectations in an inbound call center environment. Occasionally make outgoing calls as requested. 
• Accurately complete online account transactions, maintenance, and service requests from UniPay customers
• Maintain an understanding of UniPay products and services, procedure, policies, and appropriate regulatory issues.
• Cross-sell features of the UniPay services.
• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objection.  
• Strong work ethic and able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.  
• Meet Quality Assurance and cross-sell requirements and other key performance metrics with a strong attention to meeting daily service levels with accuracy.   
• Provide switchboard coverage as needed.   

Knowledge, Skills, Education and Work Experience

• High-school diploma or equivalent required
• Must have good verbal, math, and customer service skills, possess clerical accuracy and be detail oriented.
• Demonstrated ability to handle challenging customer situations with poise and tact.
• Ability to manage multiple priorities and adapt to change within a fast-paced business environment.
• Cash handling and customer service experience required.
• Ability to work a flexible schedule as necessary.

NOTE: This position overview is not intended to be all-inclusive.  Trainees may perform other related duties as negotiated to meet the ongoing needs of the organization. 

About UniBank

We are UniBank, a team of civic-minded financial professionals and all-around great people working together to enrich people, businesses and municipalities across New England. We don't abide by the doctrine of big, national banks. What we believe is different. What we believe is unique. We believe in our community. And we believe in the people who live here. We believe in committing time and financial support to local nonprofits. We believe in finding innovative solutions for affordable housing, community development and independent business. And yet, we are bankers. We are a mutual bank, owned by its customers, dedicated to local service. We are technology leaders. Since launching our first online payment platform in 2003, we've never stopped delivering the most effective technology to our customers. We are a unique blend of consumer, civic and business banking with more than 150 years of history. We are an exception to the rule. 

We are unique. Unique to people. Unique to business. Unique to local government.

We are UniBank. Bank Different. Bank Unique. 

This position is not subject to SAFE Act Registration Requirements. Pursuant to the SAFE Act requirements, all applicants for employment who will be engaged in residential loan mortgage originations (as defined by the SAFE Act) must register with the federal registry system and maintain a status in good standing under the SAFE Act requirements.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a veteran or as an individual with a disability.

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