Lead Banker - Suffield, CT

PeoplesBank is the largest mutually chartered bank in Western Mass and Northern Connecticut, recognized as 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 workplace. Our award-winning culture has earned us recognition as Best Place to Work and Best Local Bank.

About the role

The Lead Banker is an experienced multi-unit banker who peer-leads the operational standards of the branch, assisting both personal and business customers with all their banking needs in our universal banking model. This role exemplifies customer service, operational excellence, and the ability to work closely with customers to understand their financial needs and goals through prescribed sales and service standards. The Lead Banker upholds the organization’s mission and values, operating in the best interest of our customers and communities while delivering the best banking experience.

Responsibilities

• Consistently execute appropriate behaviors and provide exceptional customer experience with emphasis 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 the management of customer accounts, including opening and closing accounts, processing transactions, and handling customer inquiries or concerns while maintaining accuracy and thoroughness.
• Recognize relationship deepening opportunities and refer customers to business partners to support broader, more complex financial needs.
• Work collaboratively with the team to achieve branch initiatives and overall market growth.
• Properly identify and escalate matters in accordance with bank-wide and department standards.
• Address, research, and respond to customer complaints, documenting resolutions per PeoplesBank policy.
• Resolve problems independently, escalating more difficult issues to management.
• Review and approve exceptions and overrides for transaction restrictions for BKR associates using detailed knowledge of operating procedures, regulatory requirements, and branch guidelines.
• Seek management guidance for issues with no clear precedent.
• Work closely with management to identify and resolve operational issues or concerns, ensuring smooth and efficient branch functioning.
• Accept consumer lending applications, review customer information, assess lending products and payment options, and work with customers to find the best lending solutions.
• Operate a cash box/recycler and serve as Vault, ATM, and/or Coin Machine custodian as needed.
• Accurately process entries and reconcile cash, checks, and negotiables at the end of shift within Retail guidelines and performance standards.
• Adhere to all compliance and regulatory requirements, including Bank Secrecy Act (BSA) and Customer Identification Program (CIP).
• Obtain and verify necessary information to complete applications, logs, BSA and CIP forms, and other documentation as required by policy or regulation.
• Complete all yearly compliance training and testing and comply with bank policies, procedures, and federal and state regulations.
• Act as Safe Deposit custodian, including opening and closing safe deposit contracts and providing access per bank guidelines.
• Demonstrate advanced knowledge of all PeoplesBank products and services and complete annual product knowledge training.
• Represent the bank professionally, responding to incoming calls in accordance with department service standards.
• Communicate effectively verbally and in writing, including emails, memos, and business letters, in accordance with service standards.
• Support marketing efforts and brand awareness through participation in volunteer opportunities, community engagement, and business development activities.
• Utilize advanced knowledge of bank policies, procedures, and regulatory requirements to perform duties and train team members.
• Model and use exemplary customer service, operational, and communication skills to resolve issues for internal and external customers.
• May be designated as a key-holder, assigned to open and/or close the branch, ensuring service and security standards are maintained.
• Assist with the onboarding and training of new team members in all aspects of the position.
• Act as a peer mentor, aiding in the development of a team of associates, coaching, training, and providing assistance with escalated matters.
• May be required to work and travel to branch locations as needed and assigned.
• May be required to work outside of regularly scheduled hours, including weekends and evenings.

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 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, both verbal and written.
• Superior interpersonal and customer service skills, including the ability to form and maintain client and business relationships.
• Discretion and dedication to protecting the financial privacy of clients, business partners, and employer.
• Self-directed with the ability to adapt and achieve results under shifting priorities in a dynamic and agile environment.
• Demonstrated effective problem-solving skills and ability to work independently.
• Ability to 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.

Certifications, Licenses, and/or Registrations

• This position requires National Mortgage Licensing System (NMLS) registration; ability to obtain said license after a period determined by the decision-maker.
• Must successfully complete the registration process, which includes undergoing a criminal background and credit check, and remain in compliance with NMLS license regulations and rules.
• This position requires driving for work, which may include possession of a valid driver’s license, undergoing a driving record check, and maintenance of an acceptable driving record.

Skills

• Knowledge of computer applications including Word and Excel.
• Ability to use basic computer skills to enter and/or retrieve data.

Work Environment and Physical Demands

The working conditions and physical demands described are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Work location may vary due to business needs after employment.
• Frequent travel is required to and from various banking centers within reasonable distance and the PeoplesBank Executive Office in Holyoke, MA. Flexibility is essential for this role.
• While performing the duties of this job, the associate is regularly required to sit, use hands to sort, write, and keyboard, and to listen and speak.
• The associate is frequently required to reach, walk, stoop, and crouch.
• The associate is occasionally required to stand, lift, bend, drive, and travel.
• The associate may work offsite at community, financial education, and bank-at-work events several times a year and occasionally makes business calls with the Banking Center Manager.
• Heavy volume during peak times, including the first and third of each month.

Benefits

We offer excellent compensation, workplace flexibility, and a competitive benefits package to our associates.