Lead Banker - Pedlar - Holyoke, 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 offer an inclusive, engaging work environment with excellent compensation, workplace flexibility, and a competitive benefits package. As a Lead Banker, you will peer-lead operational standards in a universal banking model, assisting personal and business customers with accounts, transactions, consumer loan applications, and more. This role exemplifies customer service, operational excellence, and collaboration to meet financial needs while upholding the organization’s mission and values.

Responsibilities

• Deliver exceptional customer service with a focus on relationship development, market share growth, and regulatory compliance.
• Perform and mentor associates on routine duties in accordance with bank policies and procedures to ensure operational soundness and high-level customer experience.
• Manage customer accounts, including opening/closing accounts, processing transactions, and addressing inquiries or concerns with accuracy.
• Identify relationship-deepening opportunities and refer customers to business partners for complex financial needs.
• Collaborate with the team to achieve branch initiatives and market growth.
• Escalate matters in accordance with bank-wide and department standards; research and resolve customer complaints per policy.
• Review and approve transaction exceptions/overrides using detailed knowledge of operating procedures, regulatory requirements, and branch guidelines.
• Accept consumer lending applications, assess products/payment options, and guide customers to suitable lending solutions.
• Operate a cash box/recycler and serve as Vault, ATM, or Coin Machine custodian as needed; reconcile cash, checks, and negotiables at end of shift.
• Adhere to compliance and regulatory requirements, including Bank Secrecy Act (BSA) and Customer Identification Program (CIP).
• Complete yearly compliance training and testing; comply with bank policies, federal, and state regulations.
• Act as Safe Deposit custodian, managing contracts and access per bank guidelines.
• Demonstrate advanced knowledge of PeoplesBank products/services and complete annual product knowledge training.
• Represent the bank professionally in communications (calls, emails, memos) and support marketing/brand efforts through community engagement and business development.
• Train and mentor new team members, providing assistance on escalated matters.
• May serve as a key-holder for branch opening/closing, ensuring service and security standards.
• Work/travel to branch locations as needed, including weekends/evenings outside regular hours.

Requirements

• High School diploma required; Associate’s degree (A.A.) strongly preferred.
• Three years of related experience or equivalent combination of education and experience.
• Advanced cash handling experience, business and mathematical acumen.
• Ability to build credibility and influence team members; effective collaboration and listening skills.
• Attention to detail, strong time management, and multitasking abilities.
• Analytical and critical thinking skills; superior interpersonal and customer service skills.
• Discretion in protecting financial privacy; self-directed with adaptability to shifting priorities.
• Effective problem-solving skills and ability to work independently.
• Ability to travel to branch locations as needed and complete on-the-job training.
• Knowledge of computer applications (Word, Excel) for data entry/retrieval.

Certifications & Licenses

• National Mortgage Licensing System (NMLS) registration required; ability to obtain license post-hire (includes criminal background and credit check).
• Valid driver’s license and acceptable driving record for work-related travel.

Work Environment & Physical Demands

The role may require travel to banking centers and the PeoplesBank Executive Office in Holyoke, MA. Flexibility is essential. Physical demands include:

• Regular sitting, use of hands for sorting/writing/keyboarding, listening, and speaking.
• Frequent reaching, walking, stooping, crouching; occasional standing, lifting, bending, driving, and travel.
• Offsite work at community/financial education events and business calls with the Banking Center Manager.
• Heavy volume during peak times (e.g., first and third of each month).