Bangor Support Lending Associate

Bangor Savings Bank | Bangor, ME

Posted Date 4/13/2018

Posted 4/13/18 (40 hrs)

Function: This position provides excellent customer service and a full range of banking services with an emphasis on developing, building and retaining strong customer relationships for customers with basic deposit and lending needs in the contact center environment. Engages in customer conversations to develop rapport, explore financial needs and goals and recommend solutions. Engages business partners to provide more expert assistance as appropriate. Acts as a resource regarding all types of consumer loans. Evaluates customer inquiries, answers a broad range of loan-related questions, and may assists with the transition of potential applicants to appropriate lenders for further action. Researches and resolves loan related issues by taking ownership and following through to resolution. Assists Bangor Support associates by responding to high volume inbound and outbound telephone, chat and/or emails inquiries when appropriate. Adheres to Critical Staffing Plan when necessary.


Loan Inquiry Resource & Origination:

  • Handles new loan inquiries telephonically and electronically in order to perform initial exploration of customer needs, answer questions regarding loan products, terms, rates, etc., and heighten customer’s interest in following through with a formal loan application.

  • Assesses customer or prospect’s existing ties or relationships, geographic proximity, and loan product complexity to provide a highly matched referral to an existing lender.

  • Takes ownership to ensure a successful hand-off to lenders, either by an immediate warm-transfer or via setting an appointment to meet.

  • Upon completion of lender relationship assessment, may proceed with completing loan application, entering information into appropriate underwriting systems and communicates the loan decision accordingly.

  • Tracks and monitors loan inquiries, referrals and closed loans.

  • Quickly and articulately responds to online consumer loan applicants and proactively communicates the status of loan application.


  • Assists in new customer acquisition efforts and deepens new customer relationships with timely and effective outreach.
  • Provides customers with information on products and services, rates, service charges and fees as well as other relevant information
  • Maintains a high level of knowledge on all deposit and consumer loan products
  • Understands business partner relationships and refers to other team members in accordance with Bank strategy
  • Demonstrates ability to handle routine service issues independently, refers customers to appropriate staff for advanced problem resolution
  • Researches and resolves problems either through direct action or referral to and follow up with other Bank resources

Compliance and Control

  • Assists in ensuring that the Bank is in compliance with local, state and federal regulations.

  • Works closely with Lending Specialist Team Lead and Customer Care Center Management to notice and elevate risk concerns/trends.

  • Completes and passes all required testing within specified timeframes.


  • Adaptability/Flexibility – Adapts to change, is open to new ideas, takes on new challenges.

  • Strong knowledge of numerous operating systems within Bangor Savings Bank.

  • Initiative – Takes action operates as a pro-active self starter, acts on opportunities to improve.

  • Integrity/Ethics – Deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, and conveys news good or bad.

  • Interpersonal Skills – Has good listening skills.

  • Productivity – Manages time well, handles information flow well, accepts accountability.

  • Teamwork – Promotes a team atmosphere, selflessly pitches in, shares information, partners well with others, willingly assists co-workers and shares responsibilities.


  • Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.

  • Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook.

  • Performs additional duties as requested.

    Knowledge/Skills/Experience Requirements

  • High School diploma required.

  • 2 or more years banking or lending related experience.

  • Demonstrated superior customer service skills.

  • Strong verbal communication skills.

  • Ability to maintain composure and professionalism during challenging calls.

  • Self motivated and open to new challenges.

  • Demonstrated success in problem solving and resolving customer issues/concerns

  • Ability to handle multiple tasks in a fast-paced environment

  • Strong knowledge of numerous operating systems within Bangor Savings Bank preferred.

    Physical Demands/Conditions Requirements

  • General office environment

  • Moderate listing (to 35 lbs.) required.Moderate reaching, walking, sitting and standing required.

    Equipment Used

  • General office equipment

External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.

Bangor Savings Bank is an Affirmative Action / Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

Geographic Region

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AddressBangor, ME