Service Specialist Transition Machias Savings Bank transitioned - PowerPoint PPT Presentation

Teller to Financial Service Specialist

Transition • Machias Savings Bank transitioned from a Traditional Teller to a Financial Service Specialist (FSS) in 2013. • Currently, we have 67 Financial Service Specialists: FSS I=34. FSS II=28. FSS III =5 • The driving factors for our decision included:  declining service transactions in a few of our markets,  the teams desire to build meaningful relationships with their customers, and  a vision in which all customers would be able

Financial Service Specialist I The Financial Service Specialist I (FSS I) is a member of the Branch team. They focus on assisting customers with all service transactions, including:  the operation of the teller drawer,  actively developing and improving new and existing customer relationships,  and cross-selling services/products .

Financial Service Specialist II The Financial Service Specialist II (FSS II) is also a member of the Branch team. They too focus on assisting customers with all service transactions, plus opening deposit accounts. Their day also includes:  active participation in all aspects of branch operations,  proactively prospecting from targeted marketing lists, and  referring sales opportunities to Branch

Financial Service Specialist III The Financial Service Specialist III (FSS III) is a member of the Branch team. While not engaged in the day-to-day service transactions, FSS IIIs are busy opening deposit accounts and originating consumer loans. Like the FSS II, they are involved in Branch operations, prospecting, and sales. Note: Home Equity & Residential Mortgage requests do not go through any of the Financial Service Specialists, but are redirected to a Mortgage Specialist, Branch Manager, or Asst. Branch Mngr.

Refreshingly Different • Meaningful relationships are built with FSS and customer • Experiences and interactions are refreshingly different • Employees are empowered to exceed customer expectations • Personal connections are being created All of the above we are seeing on a daily basis, and can be attributed to the transition from the traditional Teller to the Financial Service Specialist. Striving to create a refreshingly different experience with every interaction.

Pod in our Portland Branch

Pod in our Caribou Branch

Pod in our Presque Isle Branch

Pod in our Main Office Branch