Client Service Associate

About the role

Hanover Bank is seeking a full-time Client Service Associate to enhance the client experience by delivering exceptional service while proactively identifying opportunities to deepen relationships and grow deposits.

Essential Job Duties And Responsibilities

• Serve as a proactive ambassador of the Bank by engaging clients in meaningful financial conversations to uncover needs and deliver tailored solutions.
• Execute a structured outbound calling and outreach program (phone, e-mail, in-branch follow-ups) to deepen relationships, generate appointments, and grow the deposit base.
• Consistently identify cross-sell and referral opportunities, introducing clients to appropriate products, services, and business partners (e.g., mortgage, lending, cash management).
• Build and maintain a robust pipeline of client opportunities, tracking interactions and follow-ups to ensure consistent relationship development.
• Participate in community events, networking activities, and in-branch sales initiatives to generate new business and expand the Bank’s presence.
• Strengthen client retention through proactive service, regular check-ins, and timely resolution of client needs.

Client Service & Relationship Management

• Deliver exceptional, personalized service by understanding each client’s financial goals and recommending appropriate solutions.
• Build long-term relationships with clients through consistent engagement and follow-up.
• Educate clients on the Bank’s full suite of products and digital capabilities to enhance their banking experience.
• Ensure a seamless client experience across all touchpoints, both in-person and remote.

Sales & Product Knowledge

• Maintain comprehensive knowledge of all Bank products, services, and current promotions.
• Confidently position and articulate value propositions tailored to client needs.
• Proactively promote and sell Bank products and services in alignment with branch growth objectives.
• Collaborate closely with internal partners to deliver holistic financial solutions.

Operations & Risk Management

• Accurately and efficiently process routine transactions, including deposits, withdrawals, check cashing, loan payments, and transfers.
• Perform new account opening functions (in-person and in partnership with line of business partners), ensuring accuracy and compliance.
• Manage risk by adhering to all policies, procedures, and regulatory requirements, including Bank Secrecy Act (BSA).
• Support branch operations including ATM balancing, cash recycler management, vault oversight, and periodic audits.

Team Contribution & Branch Support

• Work collaboratively in a diverse, team-oriented environment to achieve branch sales, service, and operational goals.
• Support all customer and branch-related tasks to ensure efficiency and effectiveness.
• Participate in sales meetings, coaching sessions, and ongoing development activities to enhance performance.
• Demonstrate flexibility with scheduling, including Saturdays, to meet business needs.

Performance Expectations

• Achieve defined goals for outbound calls, client contacts, appointments, referrals, and deposit growth.
• Demonstrate consistent pipeline activity and follow-through on client opportunities.
• Contribute to overall branch revenue, sales, and service metrics.

Education And Experience

• High school diploma or equivalent.
• Three (3) years of banking or retail experience preferred.

Skills And Abilities

• Ability to handle multiple tasks at once.
• Exhibit a professional demeanor at all times.
• Strong communication and organizational skills are required.
• Working knowledge of Microsoft Office (Excel, MS Word, and MS Outlook).
• Professional attire is required.