Director of Customer Sales and Operations

Northeast Bank
July 11, 2019
Lewiston, ME
Job Type


This job was posted by : For more information, please see: POSITION SUMMARY: This position is responsible for the staff development, implementation of strategic initiatives, and overall insight to the departments that support the Community Banking initiatives. This includes the Customer Contact Center, Deposit Operations and Consumer Loan Servicing teams located in the Maine office. In this role, this manager will ensure that all activities run smoothly and efficiently and operation of controls and checks and balances is in place. This team also supports some major bank initiatives including Asset and Liability Committee Management, ableBanking and Cash Management Services for business customers.


Manages all the Operational departments of the Community Bank. This involves coaching and providing leadership to all reports. Responsible for the overall management, direction, performance management, education and evaluation of Customer Contact Center, Consumer Loan Servicing and Deposit Operations Staff. Identifies appropriate service standards, tracks, measures and reports on the department's performance as it relates to these service standards. Supports bank-wide sales initiatives. This includes developing new business for the Bank through outreach calling of existing customers and prospects when requested. Analyzes and reports on the activities of the call center and assigned sales campaigns, presents these results to the appropriate internal committee when requested. Identifies, implements and administers various Operations specific software and customer tracking programs. Participates in the process of managing these systems, tracking releases and system changes. Evaluating changes to determine customer impact. Actively participates in supporting the installation of any system upgrades that impact the Operations teams. Supports the management of ableBanking product line. This includes ensuring that all applications are processed in accordance to established bank policy, bank regulations and internal procedures. Also responsible for offering rate change recommendations at the weekly ALCO meeting. Oversees the reporting and tracking around any security and fraud items related to ableBanking, loan servicing and deposit operations. Ensures that the support staff is operating in accordance with the control environment documented to mitigate risk. Manages the support of the Cash Management as well as all deposit product lines including demand deposits, CD's, IRA's, Brokered Deposits, and various ancillary offerings. This includes ensuring that all new business is boarded in accordance with the agreements executed by the customer. Stays knowledgeable of any product changes, system upgrades and compliance changes related to these product lines. Ensures the support staff is well trained. Maintains professional and technical knowledge through internal bank training and approved external training programs. Develops and maintains an in-depth knowledge of products and services as well as knowledge of competitors and their offerings. Supports the process of offering the QwickRate CD campaigns in response to the ALCO needs of the bank. This includes making recommendations around rate and product offerings as well as the operational process of setting up and closing these accounts as needed.

Leadership Requirements: 

Implements the Bank's Performance Management process within the department. Assists department employees in setting goals and measuring their performance to these goals. Supports the preparation for the internal and external audits and oversees the remediation of any audit issues. Manages an environment of internal controls to ensure the appropriate level of oversight and checks and balances are in place to mitigate risk and compliance issues. This area supports the entire bank and completes all tasks and processes related to the Bank's deposit product line including business and consumer deposit products as well as the online CD institutional product line. Pro-actively communicate any operational or other issues that may surface, remediate the issues and document accordingly. Successfully pass the technical and regulatory examinations required by the Company.


5 to 7 years management in banking financial services industry position Proficient knowledge about banking operations and compliance environment Adaptation to learning and understanding financial services software products 3 to 5 years managing a call center sales and support team Excellent communication skills both verbal and written The ability to interact will all levels of management The ability to understand issues and remediate them in a timely manner Excellent organizational skills Proficient in Microsoft Word, Excel, and PowerPoint Proficient in various banking-specific software Strong attention to detail Ability to develop new business and close sales Demonstrated proven and effective leadership skills Effective interpersonal skills Bachelor's degree or equivalent education and/or experience in general business Outside sales/business development experience required -minimum of 1 year Previous Call Center/Customer Service or Op

Company Description

Northeast Bancorp (NASDAQ: NBN) is the holding company for Northeast Bank, a full-service bank headquartered in Lewiston, Maine. At Northeast Bank, we offer a wide array of business and personal banking solutions—from basic checking and high-yield money markets to personal mortgage solutions—designed to fit your needs.

If you are looking to start a new business or grow an existing operation, our business bankers have the experience to deliver sound advice tailored to your unique situation.

Northeast Bank is proud to offer loan programs in partnership with the U.S. Small Business Administration (SBA). As a SBA Preferred Lender, we have proven to the SBA that we have the knowledge and skills needed to effectively deliver SBA loans. With the Preferred Lender status, our nationwide lending team can process loan applications faster and help secure the credit needed.

Since 1872, we have been serving our local communities with innovative financial products. We are also committed to supporting the communities in which we live and work through our charitable donations and employee volunteerism.

In addition to our long history in community banking, our Loan Acquisition and Servicing Group actively seeks opportunities to acquire commercial whole loans on the secondary market, form strategic partnerships, and provide comprehensive loan servicing for third parties.

Northeast Bank is a community bank with locations in Western, Central, and Southern Maine, and Seacoast New Hampshire.

Please keep in mind that this page is NOT a customer service channel. If you need help with your account or a service, you can make an appointment to meet with a Northeast Bank representative, submit a secure form on our website or call 1.800.284.5989.

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