Lead Banker - East Longmeadow, MA

About the Role

PeoplesBank is the largest mutually chartered bank in Western Mass and Northern Connecticut, recognized for 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 workplace. As a Lead Banker, you will peer-lead operational standards in the branch, assisting both personal and business customers with banking needs in our universal banking model. This role emphasizes customer service, operational excellence, and relationship development while upholding the organization’s mission and values.

Responsibilities

• Provide exceptional customer service with a focus on relationship development, market share growth, and regulatory compliance.
• Perform and mentor associates on routine day-to-day duties in accordance with bank policies and procedures to ensure operational soundness and high-level customer experience.
• Assist in managing customer accounts, including opening and closing accounts, processing transactions, and handling inquiries or concerns with accuracy and thoroughness.
• Identify relationship-deepening opportunities and refer customers to business partners for broader financial needs.
• Collaborate with the team to achieve branch initiatives and overall market growth.
• Escalate matters in accordance with bank-wide and department standards; address, research, and resolve customer complaints per PeoplesBank policy.
• Review and approve exceptions and overrides for transaction restrictions using detailed knowledge of operating procedures and regulatory requirements.
• Work closely with management to resolve operational issues and seek guidance when necessary.
• Accept consumer lending applications, review customer information, assess lending products, and recommend solutions to fit customer needs.
• Operate a cash box/recycler and serve as Vault, ATM, and/or Coin Machine custodian as needed.
• Process and reconcile cash, checks, and negotiables at the end of each shift within Retail guidelines and performance standards.
• Adhere to all compliance and regulatory requirements, including Bank Secrecy Act (BSA) and Customer Identification Program (CIP).
• Complete applications, logs, BSA/CIP forms, and other documentation as required by policy or regulation.
• Complete yearly compliance training and testing; comply with bank policies, procedures, and federal/state regulations.
• Act as Safe Deposit custodian, including opening and closing contracts and providing access per bank guidelines.
• Demonstrate advanced knowledge of all PeoplesBank products and services; complete annual product knowledge training.
• Represent the bank professionally in all communications, including phone calls, emails, memos, and business letters.
• Support marketing efforts and brand awareness through volunteer opportunities, community engagement, and business development activities.
• Train and assist team members on bank policies, procedures, and regulatory requirements.
• Model exemplary customer service, operational, and communication skills to resolve issues for internal and external customers.
• May be designated as a key-holder for opening and/or closing the branch, ensuring service and security standards are maintained.
• Assist with onboarding and training new team members in all aspects of the position.
• Act as a peer mentor, coaching and providing assistance to peers on escalated matters.
• May be required to work and travel to branch locations as needed, including weekends and evenings.

Requirements

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

Skills

• Advanced cash handling experience and business/mathematical acumen.
• Ability to build credibility and influence with team members.
• Effective collaboration and listening skills.
• Attention to detail, strong time management, and multitasking abilities.
• Analytical and critical thinking skills.
• Strong verbal and written communication skills.
• Superior interpersonal and customer service skills, including relationship-building with clients and business partners.
• Discretion and dedication to protecting financial privacy.
• Self-directed with the ability to adapt and achieve results under shifting priorities in a dynamic environment.
• Demonstrated problem-solving skills and ability to work independently.
• Ability to work and travel to branch locations as needed.
• Ability to complete required on-the-job training and demonstrate competency per company guidelines.
• Knowledge of computer applications including Word and Excel; ability to use basic computer skills for data entry/retrieval.

Certifications, Licenses, and Registrations

• National Mortgage Licensing System (NMLS) registration required; ability to obtain the license after a period determined by the decision-maker.
• Must successfully complete the NMLS registration process, including criminal background and credit checks, and remain compliant with NMLS regulations.
• Valid driver’s license required; must undergo a driving record check and maintain an acceptable driving record for work-related travel.

Work Environment and Physical Demands

The working conditions and physical demands described are representative of those required for the role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Work location may vary due to business needs, including travel to banking centers and the PeoplesBank Executive Office in Holyoke, MA.
• Frequent travel to branch locations within reasonable distance is required; flexibility is essential.
• Regularly required to sit, use hands for sorting/writing/keyboarding, and listen/speak.
• Frequently required to reach, walk, stoop, and crouch.
• Occasionally required to stand, lift, bend, drive, and travel.
• May work offsite at community events, financial education programs, and bank-at-work events several times a year.
• Occasionally makes business calls with the Banking Center Manager.
• Heavy volume during peak times, including the first and third of each month.

Benefits

PeoplesBank offers excellent compensation, workplace flexibility, and a competitive benefits package. Our award-winning culture has earned recognition as a Best Place to Work and Best Local Bank.