PERSONAL BANKER I

Department: Retail Banking

Reports to: Branch Officer

Summary:  Processes customer transactions and cash handling. Provides customer service (in person, via phone, or online) such as addressing online and mobile banking inquiries, places check orders, assists with ATM/Debit Card issuing and PIN resets, and conducts ATM balancing when requested. Assist customers with queries concerning financial institution and recognizes and acts upon opportunities to expand customer relationships. Responsible for achieving established customer engagement and service goals.

Judgment:  Work is performed under the direct supervision of the Manager, Assistant Manager or Head Teller, following established routine and standard banking procedures. Requires some judgment and initiative in identifying customer needs for Bank services and products. Refers all questionable situations to supervisor or bank officer.

Supervisory Responsibilities:

N/A

Job Requirements:

• High school diploma or equivalent, supplemented by on-the-job training; college degree is a plus
• Bank-related and computer courses. Above average computer and keyboard skills, proficient in Microsoft Windows, Word, Excel and Outlook.
• Six months or more experience in the teller function or cash handing, as well as sales experience, particularly in cross-marketing products and services.
• Excellent interpersonal and communication skills.
• Good understanding of financial products and services.
• Strong organizational skills

Specific Job Functions:

• Processes all transactions including deposits, withdrawals, loans payments, currency requests and other teller transactions.
• Assists with proving ATM, processing Night Deposit transactions.
• Provides a range of customer service at the financial institution, engaging with customers to identify needs, explaining available financial institution products and services.
• Answers online, telephone and in person inquiries.
• Daily use of online banking systems, debit card, credit card, check ordering, and other partner systems to provide high level of service to customers.
• Completes arrangements and documents for special services such as exchanges of foreign currency and processing savings bond transactions.
• Identifies customer needs and actively refers loan, investment, insurance, and brokerage services to appropriate financial institution specialists.
• Participates in sales, service and product training meetings.
• Follows policies and procedures related to retail and lending.
• Performs related duties as assigned by supervisor.

Physical Requirements:

Ability to communicate clearly and concisely with customers; eyesight and hearing at a level that does not interfere with customer communication. Mobility to move throughout the Bank building and to climb stairs, such as providing access to the safe deposit area and moving outside of the Bank to make calls, participate in community or networking events to promote the Bank.

Charles River Bank President & CEO Derek Plourde

The Charles River Bank (CRB) Board of Directors, at the December 21, 2021 meeting, appointed Derek Plourde to the office of President & Chief Executive Officer effective January 1, 2022. Mr. Plourde succeeds John (Jack) Hamilton who will retire as of December 31, 2021, after a 20-year tenure with the Bank.

Prior to this promotion, Plourde served as CRB’s Executive Vice President & Chief Operating Officer. Plourde joined CRB in 2018 as Senior Vice President/Senior Commercial Lending Officer.

Plourde has more than 25 years of experience in the financial services industry, with extensive knowledge of commercial lending, financial analysis, specialty lending, special assets, and relationship management. He graduated Summa Cum Laude from Bowdoin College in 1994 with degrees in Economics and Government Legal Studies and was inducted into Phi Beta Kappa. Plourde will graduate in 2022 with a degree from the intensive 3-year program at the University of Wisconsin-Madison Graduate School of Banking, along with a Certificate of Executive Leadership from the Wisconsin School of Business.

Steven M. Richardson, Chairman of the Board of Directors of Charles River Bank stated, “With his professional experience, industry knowledge, familiarity with our customers and community, and rapport with the entire team, Derek is the best person to lead Charles River Bank. We are confident that Derek can successfully navigate challenges presented by the ever-changing regulatory environment of banking, continual advancements in technology, and the impact of the ongoing global pandemic so that Charles River Bank remains the preeminent community bank in our market area.”

“I am honored and humbled to be selected as Charles River Bank’s President & CEO. I look forward to leading a phenomenal group of talented, seasoned, and dedicated community bankers. Our team will continue to provide exceptional product offerings, creative financial solutions, and personalized service to the individuals, families, and local businesses that are the foundation of our thriving community,” stated Plourde.

Plourde lives in Uxbridge with his wife, Laural, and two sons, Riley and Hayden. He is an active member of the Milford Rotary Club and served on the Board of Directors for the Milford Area Chamber of Commerce. In his free time, Plourde enjoys golfing and martial arts.

Vice President/Retail Banking Officer Paul Saia, Marketing and Customer Engagement Coordinator Allison Diebus, and Salvation Army Captain Kevin Polito, display a van filled with hundreds of toys, books, bikes, clothes, etc. donated this year by the bank to the Milford, MA Salvation Army Angel Tree Program.

We once again shared in the spirit of Christmas this year through their partnership with the Milford, MA Salvation Army’s Angel Tree Program. Through the generosity of the bank’s employees, community, and customers, the 35 children’s wish list Angel tags were claimed, and all wish list requests were fulfilled. Children received their donated Christmas gifts including bikes, toys, clothes, books, shoes, and more. Marketing and Customer Engagement Coordinator Allison Diebus organized the yearly tradition for CRB by getting the children’s lists from Captain Kelley Polito at the Salvation Army and coordinating with the community to make sure each tag was claimed and requests fulfilled.

“Our incredible community members and amazing team show over and over again what it means to come together for the greater good. The amount of response and toys/clothes purchased for the Angel Tree children was astounding. We are happy to partner with the Salvation Army for this wonderful program, and seeing the generosity from participants reminds me how lucky we are to be involved with such a caring community,” said Charles River Bank Senior Vice President Ann Sherry.

The Salvation Army Angel Tree Program helps provide Christmas gifts for hundreds of thousands of children around the country each year. Once a child has been registered and accepted as an angel, their Christmas wish list is shared with the community who then purchase the items and clothes on the wish list.

“Thanks to all of the beautiful people associated with Charles River Bank. You will enrich many children’s Christmas holiday!” said Captain Kevin Polito of the Milford, MA Salvation Army.

Left to right – Julie Harrington, Derek Plourde, Richard Parrella, and Joanne Russo

Charles River Bank’s Executive Vice President and Chief Operating Officer Derek Plourde (center left) presents a donation check of $1,000 to the Medway Christmas Parade Committee, represented by (L-R) Julie Harrington, Director of Medway Parks and Recreation; Richard Parrella, Vice President of EPCO Inc.; and Joanne Russo, Town of Medway Treasurer/Collector. The 28^th Annual Christmas Parade will be held on Saturday, November 27^th, and will begin at 5:30 pm at the Medway High School and proceed left onto Summer Street, left on Milford Street to Franklin Street, left onto Village Street into Medway Village continuing onto Holliston Street, left onto to Main Street, and ending at Choate Park and the Thayer House. The parade will culminate with ceremonies at the Thayer House that includes the presentation of service awards with music, food concessions, and a visit from Santa Claus! A spectacular fireworks show and festive tree lighting conclude the evening’s events.

Senior Vice President/Senior Commercial Lending Officer Terry Katsaros

Executive Vice President and Chief Operating Officer Derek Plourde, is pleased to announce that Terry Katsaros has joined Charles River Bank (CRB) as Senior Vice President/Senior Commercial Lending Officer. Katsaros will manage CRB’s Commercial Lending Department, including responsibility for portfolio growth, loan quality, loan originations, operations, servicing, and compliance. Katsaros will lead the Commercial Loan Officers and work closely with other CRB experts to help ensure that business customers have the tools and solutions to meet their financial needs and achieve their goals.

Katsaros has over 30 years of experience in the financial services industry, spending the past two decades as First Vice President/Commercial Lending Officer in the Franklin/Milford market area at Rockland Trust and Benjamin Franklin Savings Bank. In addition to his commercial lending experience, Katsaros has held positions in retail banking, branch management, consumer lending, and compliance. He completed the School of Commercial Lending Program at Babson College, studied Business Management at Florida Atlantic University, and earned a degree in Business Administration from Palm Beach Community College.

Katsaros is a Franklin resident and is active in community organizations. He is an active member of the Board of Incorporators of the YMCA, a past President of the Franklin Rotary Club, and served on the Board of Directors of the United Chamber of Commerce. He also served on the Alpha Omega Council and the Board of Saint Demetrios Greek Orthodox Church in Weston, MA.

“Terry has a great reputation as a lender in our market. His extensive lending experience and in-depth knowledge of our region will support the continued expansion of our commercial lending and business banking services. We are excited to have him join our team,” said Charles River Bank EVP & COO, Derek Plourde.

Steven M. Richardson, Chairman of Charles River Bancorp, MHC and Charles River Bank

At the recent Special Annual Meeting of trustees and corporators of Charles River Bancorp, MHC, the holding company of Charles River Bank, Steven M. Richardson of Medway, MA was elected Chairman of the Board of Directors. He replaces Pia Brunelli Jarrett who has held this role since 2017.  Richardson has been a member of the Bank’s Board of Directors since 1992 and has served on the Bank’s Security Committee, Asset/Liability Committee (ALCO), and Audit Committee for various terms throughout his tenure.

“Steve has extensive accounting knowledge and has been an integral member of the Charles River Bank’s Board of Directors for decades.  His expertise will be a great asset to the board and the Bank as he begins his new role as Chairman,” stated Jarret.

Richardson is the Founder and Managing Shareholder of Richardson & Company, PC, and President of Richardson Financial Services, Inc., located in Medway, MA. He is a licensed Certified Public Accountant and holds numerous Securities Licenses.  He is a member of the American Institute of Certified Public Accountants, the Massachusetts Society of Certified Public Accountants, and the Tax Division of the American Institute of Certified Public Accountants.  Richardson earned a BS in Accounting from Bentley University.

A native of Medway, MA, Richardson has been active as a volunteer with youth sports programs and in many community fundraising efforts.  He led the fundraising activities for the Town of Medway’s 300^th Anniversary celebrations, and as a long-time active member of St. Joseph Parish in Medway, Steve and his wife Janice played a key role in fundraising for the retirement of the debt incurred to build the Parish Center.

Paul Saia, Vice President/Retail Banking Officer

Charles River Bank is pleased to announce that Paul Saia has joined the Bank as the new Vice President/Retail Banking Officer. With the Bank’s ongoing growth and need to expand within the Retail Banking Team, Saia, a Millis resident, is a great addition to CRB and brings decades of Retail Banking management experience.

In his new role, Saia will be leading and supervising the Bank’s Branch Officers and overseeing all activity within the four branch network. This includes ensuring all Retail Banking goals are achieved, working with Branch Officers and the High School Branch Supervisor to continually improve their coaching and mentoring skills with their teams, actively participating in business development efforts, coordinating training and rollout of all technology and system upgrades that impact the Retail Banking offices, and addressing any procedural, audit, or compliance issues to ensure uniformity across the branch network. Saia’s office will be located in the Main Office in Medway.

Prior to joining Charles River Bank, Saia worked at East Boston Savings Bank (EBSB) as Vice President/Retail Banking Manager, where he was recruited to successfully lead the opening of two new branches in the Burlington and Woburn area. Additionally, he managed EBSB’s mobile banking branch unit. Before Saia’s time at EBSB, he managed 13 branches at Santander Bank as their Vice President/District Executive and led the sales and service activities of 21 branch locations at TD Bank as their Vice President/Retail Market Manager. He also has worked at community banks such as Ben Franklin Bank and Needham Bank. “We’re really excited to add Paul to our team,” stated Hamilton. “As Charles River Bank continues to grow, we’re expanding our level of expertise on our Retail Banking Team and Customer Care Group. With Paul’s guidance of our branch teams, I’m confident our customers will begin to experience an even greater level of customized service.”

Saia comes to CRB with an impressive educational background. He received a Bachelor of Science from Boston College where he majored in Finance. He earned his MBA at Bentley University. Furthermore, he graduated from the Advanced Leadership Development Program at Babson College. When Paul isn’t working, he likes to spend his time landscaping, playing golf, and enjoying time with his friends and family.

Erion Meta, Charles River Bank’s new Medway Branch Operations Manager

Jack Hamilton, President and CEO of Charles River Bank, is pleased to announce that Erion Meta has joined the Customer Care Team in the role of Medway Branch Operations Manager. Meta will work in conjunction with the Medway Market Manager.

Meta’s new role requires supervisory and administrative responsibility for various daily operations, audits, customer service, and compliance functions of Charles River Bank’s Main Office retail branch. His work involves supervision of the Medway office retail banking team, maintaining and growing existing relationships, developing new relationships, and regular participation in community organizations and business events. Meta’s objective is to provide the highest level of service while creating unique solutions for customers’ banking needs.

With over 15 years of retail banking experience, Meta will be a great asset to the team. Prior to joining Charles River Bank, Meta worked at Citizens Bank where he held positions such as Assistant Branch Manager and Branch Operations Manager. He also held positions at Santander, First Data in Boston as a Business Consultant, TD Bank, and Financial Union of Tirana in Tirana, Albania. Aside from his retail banking experience, Meta has a diverse business background and held positions focusing on sales, accounting, customer service, and financial analysis. “We’re always excited to welcome a new multi-talented professional like Erion to our team. He brings a wide variety of experience and expertise, on both a community and global level, and I look forward to seeing what he will accomplish,” said Jack Hamilton.

Meta is a native of Albania and is multilingual. He speaks Albanian, English, Greek, and Italian. He graduated from the University of Tirana in Tirana, Albania. In Meta’s spare time he enjoys fishing and time out by the water.

Two of the four scholarship winners, Carolyn Hernandez (left) and Brenna Lorenzen (right) with Joan Gavini-Campbell

President and CEO, Jack Hamilton, is pleased to award their annual scholarships from the Bank to Carolyn Hernandez, Brenna Lorenzen, Drew Plunkett, and Christopher Nicklas. All four students are 2020 graduates of Medway High School. Scholarship recipients must demonstrate that they have successfully completed their first semester of college and are enrolled for second-semester classes. In order to be eligible for CRB’s scholarship, students must either participate as a student-teller in the School Banking Program at Medway High School (MHS) where Charles River Bank operates a full-service educational branch supervised by Joan Gavini-Campbell, or be employed at any of Charles River Bank’s three offices. The students who work at the MHS office earn school credit as tellers at the school branch. They learn about banking operations, regulations, financial services, and marketing and compete annually at the Federal Reserve in the Massachusetts School Banking Association Competition.

Carolyn is a Political Science major at Framingham State University where she is able to still actively participate in her hobby of six years, acting. Brenna, a defenseman for Ithaca College Women’s Soccer Team, is pursuing a major in business administration with a double concentration in marketing and sports management. Both Carolyn and Brenna also work at tellers in Charles River Bank branches during summers and school vacations. Drew is enrolled at Worcester Polytechnic Institution (WPI) where he is majoring in Management Engineering with a minor in Mechanical Engineering. Drew plays for WPI’s Football Team and is a member of Sigma Phi Epsilon Fraternity. Christopher attends Providence College. “I’m so grateful to have had the pleasure of working with Charles River Bank, Joan, and, in conjunction, receiving their generous scholarship,” stated Carolyn Hernandez.

“These four individuals are very deserving of these scholarships. Unfortunately, their school banking experience was cut short during their senior year due to the school shutdown from Covid-19. However, they still managed to stand out as excellent candidates and it’s exciting to hear about their college successes. I wish them nothing but the best in their future endeavors,” said Jack Hamilton.

Mendon Branch Officer, Nancy L. MacLeod

Charles River Bank is pleased to announce that Assistant Vice President Nancy L. MacLeod, has been promoted to Mendon Branch Officer. Nancy has been a long-time member of the Charles River Bank team. In 1999, she joined the Bank as a part-time teller in the Medway office. She later was chosen to run the Medway High School Branch when it opened in 2006, followed by a promotion in 2009 to Assistant Branch Manager working at CRB’s newly opened offices in Bellingham and Mendon. In 2016, Nancy moved back to the Main Office in Medway where she was promoted to AVP/Medway Operation Manager. In addition to decades of banking experience, Nancy has completed the Branch Management Certification Series through the Massachusetts Bankers Association.

Nancy replaces AVP Ann Gonyea, who served as the Mendon Branch Officer since that office opened 11 years ago and is retiring to her vacation home in Virginia. Nancy’s new role requires supervisory and administrative responsibility for sales, service, operations, and security of the retail banking office. She will serve as a coach and leader to achieve strategic branch objectives and exceed service standards while maintaining existing customer relationships and developing new business relationships, customer engagement, and regular participation in community and business networking events. “I look forward to this next challenge in my banking career at Charles River Bank. I’m fortunate to work for such a great company that has given me so many opportunities to advance my career. I’m excited to be working again with the Mendon office team members, customers, and community leaders in my new role,” said Nancy.

“Nancy is the perfect candidate to lead our Mendon office team. She has extensive leadership experience, a calm and engaging demeanor, and dedication to our bank. We’re very fortunate to have her managing our Mendon office and I look forward to seeing her excel in this new role,” confirmed Jack Hamilton, President & CEO.