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
• perations,
• 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

• pening deposit accounts and originating consumer
• loans. Like the FSS II, they are involved in Branch
• perations, 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