Banking Center Officer

Company Overview: Established in 1895, Bay State Bank is an approximately $550MM, Massachusetts-based mutual Bank. As a Bank owned by a mutual holding company, the Bank is effectively governed by its depositors, and its mutual ownership structure allows it to focus on long-term and community impact rather than short-term profits.

BSB has seven branch locations in central Massachusetts. BSB is the only remaining Bank originally headquartered in Worcester, Massachusetts: the second largest city in New England. BSB is a value-driven organization committed to international actions and investments that position the Bank as the community’s preferred partner for Banking.

Position Description: Under the guidance of the SVP – Market Manager, this position is responsible for the overall leadership, management, and performance of an assigned branch, including business development, operational oversight, client relationships, and staff supervision. The role takes ownership of achieving individual and branch goals related to deposit and loan growth, revenue generation, client acquisition, operational efficiency, and service excellence.

This position provides direct leadership to branch staff, fostering a high-performing, service-oriented team through effective coaching, training, performance management, and employee development. The role is responsible for ensuring the efficient daily operation of the branch, maintaining appropriate internal controls, and ensuring compliance with applicable banking laws, regulations, and Bank policies and procedures.

Additionally, the position actively develops new business opportunities, strengthens existing client relationships, and represents the Bank throughout the community to support continued growth and market presence. The role is expected to model and promote the Bank's mission, culture, and core values while creating a positive experience for both employees and clients.

Key Responsibilities

Branch Leadership and Staff Management Provides direct leadership and oversight of branch staff, including daily supervision, coaching, training, performance management, and professional development. Establishes clear performance expectations and holds team members accountable for achieving individual and branch goals related to business development, client service, operational performance, and compliance.

Oversees employee performance, providing ongoing feedback, conducting performance evaluations, recognizing accomplishments, and addressing performance concerns in a timely and constructive manner. Fosters a positive, collaborative, and accountable work environment that promotes employee engagement, teamwork, professional growth, and alignment with the Bank's mission and core values.

Identifies training and development opportunities to strengthen employees' banking knowledge, operational capabilities, sales effectiveness, and client relationship management skills. Oversees branch staffing, scheduling, and workload distribution to ensure appropriate coverage, efficient operations, and consistent delivery of exceptional client service.

Leads regular team meetings and communicates organizational initiatives, performance expectations, procedural changes, and business priorities to branch staff. Branch Operations and Performance Assumes responsibility for the overall performance and daily operations of the assigned branch, ensuring efficient workflows, consistent service delivery, and adherence to established operational standards.

Meets or exceeds assigned individual and branch goals, including loan and deposit growth, revenue generation, referrals to business partners, budget targets, operational performance, compliance, and client service standards. Monitors and evaluates branch performance against established goals, identifying opportunities for improvement and implementing appropriate strategies to achieve desired results.

Ensures compliance with all Bank policies and procedures, security requirements, internal controls, and applicable banking laws and regulations. Oversees branch cash management, transaction processing, account administration, and other operational activities to ensure accuracy, efficiency, and appropriate risk management.

Maintains a strong understanding of branch operational procedures and systems, providing guidance and support to staff in resolving complex transactions, operational issues, and client concerns. Coordinates with appropriate internal departments to address operational matters, implement process improvements, and ensure the effective delivery of banking products and services.

Supports internal audits, regulatory examinations, and operational reviews, ensuring timely resolution of identified issues and implementation of corrective actions. Promotes a culture of accountability, operational excellence, and risk awareness throughout the branch. Business Development and Client Relationship Management Develops and executes strategies to achieve individual and branch business development goals, including new client acquisition, deposit and loan growth, revenue generation, and expanded client relationships.

Actively identifies and prospects new business opportunities through outside sales calls, networking activities, referrals, and community involvement. Develops and maintains strong relationships with existing clients to maximize retention, identify additional financial needs, and expand profitable relationships. Identifies opportunities to expand client relationships through appropriate cross-selling of Bank products and services, including referrals to internal business partners.

Provides leadership and coaching to branch staff in identifying client needs, recognizing referral opportunities, and delivering a relationship-focused approach to banking. Monitors business development activities and results, providing guidance and accountability to ensure individual and branch production goals are achieved.

Resolves escalated client concerns and service issues in a professional and timely manner, maintaining strong client relationships and protecting the Bank's reputation. Collaborates with internal business partners to identify opportunities, strengthen client relationships, and support the Bank's overall growth objectives.

Community Involvement and Market Development Develops and maintains a strong professional network within the community to enhance the Bank's visibility, strengthen referral relationships, and generate new business opportunities. Actively participates in community activities, professional organizations, and local events to promote the Bank's image, strengthen relationships, and support growth within the assigned market.

Serves as a positive representative of Bay State Savings Bank, promoting its commitment to relationship banking, community involvement, and exceptional client service. Qualifications, Education and Experience: Excellent leadership skills. A high degree of interpersonal skills necessary to effectively sell the bank’s products and services.

Able to use considerable discretion, resourcefulness, and persuasiveness to achieve the desired objectives and results. Proven track record to influence the behavior of subordinates, customers, and the public to maintain good relationships. Strong knowledge of other bank services to refer customers and prospects to these business channels.

Maintain knowledge of economic conditions, compliance issues and factors to be able to appropriately sell products and services to customers and/or prospects. Demonstrates current knowledge regarding compliance with various financial institution regulations and other job essentials. Must be registered in good standing as an MLO with the NMLS Bachelor’s degree preferred with a minimum of three years’ retail banking experience desirable.

3 years or more previous retail/sales management experience. 3 years or more management and supervisory experience with progressively increasing responsibility. Proven track record of successful goal achievement and ability to lead sales teams to meet or exceed established goals. Strong written and verbal communication skills.

Demonstrated ability to meet/exceed sales goals. Outstanding sales and service orientation. Bay State Bank is committed to offering compensation that is fair, competitive, and informed by the market. The salary range for this position is $75,000 to $90,000 annually, with final offers determined based on a candidate’s individual qualifications, including experience, skills, education, and any relevant certifications.

We also take a thoughtful approach to internal equity, ensuring that compensation decisions are aligned with our existing team and consistent across the organization. As part of our commitment to growth and development, starting offers are typically positioned to allow for future progression over time. We encourage open dialogue throughout the hiring process and welcome any questions related to compensation and benefits to ensure clarity and alignment for both you and our team.