Lead Banker

About the role

Welcome to PeoplesBank! We are the largest mutually chartered bank in Western Mass and Northern Connecticut and a leader in green values, sustainable energy financing, and charitable giving. We operate in the best interest of our customers and strive to be an inclusive and engaging work environment. We offer excellent compensation, workplace flexibility, and a competitive benefits package to our associates. Our award-winning culture has earned us recognition as Best Place to Work and Best Local Bank.

Responsibilities

• Consistently executes appropriate behaviors and provides exceptional customer experience with emphasis on relationship development, market share growth, and regulatory compliance.
• Performs and mentors associates on the routine day-to-day duties in accordance with bank policies and procedures to ensure operational soundness and high-level customer experience.
• Affords assistance in the management of customer accounts, including opening and closing accounts, processing transactions, and handling customer inquiries or concerns; maintains accuracy and thoroughness throughout.
• Recognizes relationship deepening opportunities and refers customers to business partners to support the broader, more complex financial needs of customers as appropriate.
• Works collaboratively with team to achieve branch initiatives and overall market growth.
• Properly identifies and escalates matters in accordance with bank-wide and department standards.
• Addresses, researches and responds to customer complaints, documenting the resolution per PeoplesBank policy.
• Generally, resolves problems independently, escalating more difficult issues to management.
• Reviews and approves exceptions and overrides transaction restrictions for BKR associates as appropriate, using detailed knowledge of operating procedures, regulatory requirements, and established branch guidelines.
• Sets up and operates a cash box / recycler, and serves as Vault, ATM and/or Coin Machine custodian as needed.
• Accurately processes entries and reconciles cash, checks and negotiables at end of shift within Retail guidelines and performance standards.
• Adheres to all compliance and regulatory requirements, including Bank Secrecy Act (BSA) and Customer Identification Program (CIP).
• Obtains and verifies necessary information to complete applications, logs, BSA and CIP forms, and any other documentation as required by policy or regulation.
• Completes all yearly compliance training and testing and complies with bank policies and procedures, and federal and state regulations.
• Acts as Safe Deposit custodian, including opening and closing safe deposit contracts and providing access per bank guidelines.
• Demonstrates advanced knowledge of all PeoplesBank products and services, and satisfactorily completes annual product knowledge training.
• Represents the bank in a professional manner. Responds to incoming calls in accordance with department service standards. Communicates effectively verbally and in email, memos and business letters and in accordance with service standards.
• Supports marketing efforts and brand awareness including but not limited to participation in volunteer opportunities, community engagement and business development activities.
• Utilizes advanced knowledge of bank policies, procedures, and regulatory requirements to perform duties and train and assist team members in all aspects of the position.
• Models and uses exemplary customer service, operational and communication skills to resolve issues for internal and external customers in accordance with bank and department service standards and required regulations.
• May be designated as a key-holder, assigned to open and/or close the Branch, ensuring service and security standards are maintained.
• Assists with the onboarding and training of new team members in all aspects of the position.
• Acts as a peer mentor; aides in the development of a team of associates, coaching training and provides assistance to peers when asked in handling escalated matters.
• May be required to work and travel to branch locations as needed and assigned.
• May be required to work outside of your regularly scheduled hours including weekends and evenings.

Qualifications

• High School diploma required; Associate’s degree (A. A.) strongly preferred
• Three years related experience; or equivalent combination of education and experience

Skills

• Advanced Cash handling experience, business and mathematical acumen required.
• Ability to build credibility and influence with team members
• Effective collaboration and listening skills
• Attention to detail, strong time management and multitasking skills
• Analytical and critical thinking skills
• Strong communication skills, verbal and written
• Superior interpersonal and customer service skills, including the ability to form and maintain client and business relationships
• Discretion and a dedication to protecting the financial privacy of clients, business partners, and employer
• Self-directed with the ability to adapt and achieve results while working under the pressures of shifting priorities in a dynamic and agile environment
• Demonstrated effective problem-solving skills and ability to work independently
• Ability to successfully work and travel to branch locations as needed and assigned
• Ability to successfully complete required on the job training and demonstrate competency in accordance with company guidelines

Benefits

We offer an excellent compensation, workplace flexibility, and a competitive benefits package to our associates. Our award-winning culture has earned us recognition as Best Place to Work and Best Local Bank.

Pay

Details about pay will be provided in the hiring process.

Schedule

Details about schedule will be provided in the hiring process.