Lead Banker

Summary The Lead Banker is an experienced multi‑unit banker who peer‑leads the operational standards of the branch. They assist personal and business customers with all banking needs—opening accounts, processing transactions, and handling loan applications—while providing exemplary customer service, operational excellence, and collaborative problem solving. The Lead Banker upholds the organization’s mission and values, delivering a superior banking experience. Essential Duties and 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 routine daily duties in accordance with bank policies and procedures to ensure operational soundness and high‑level customer experience. Assists in managing customer accounts, including opening and closing accounts, processing transactions, and handling inquiries or concerns; maintaining accuracy and thoroughness. Recognizes relationship deepening opportunities and refers customers to business partners to support more complex financial needs as appropriate. Works collaboratively with the 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. 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. Works closely with management to identify and resolve operational issues or concerns, seeking direction when necessary to ensure smooth and efficient branch functioning. Accepts consumer lending applications; reviews customer information, assesses lending products and payment options, and works with the customer to find suitable solutions. 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 the Bank Secrecy Act (BSA) and Customer Identification Program (CIP). Obtains and verifies necessary information to complete applications, logs, BSA and CIP forms, and other required documentation. 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 professionally, responding to incoming calls in accordance with departmental service standards and communicating effectively via phone, email, memos and business letters. Supports marketing efforts and brand awareness, including 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 team members in all aspects of the position. Models exemplary customer service, operational and communication skills to resolve issues for internal and external customers in accordance with bank and departmental 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 onboarding and training of new team members in all aspects of the position. Acts as a peer mentor and aids in the development of associates, coaching training and providing assistance when handling escalated matters. May be required to work and travel to branch locations as needed and assigned. May be required to work outside of scheduled hours, including weekends and evenings. Other related duties as assigned. Education and/or Experience High School diploma required; Associate’s degree (AA) strongly preferred. Three years related experience; or equivalent combination of education and experience. Skills Needed 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 verbal and written communication skills. Superior interpersonal and customer service skills, including the ability to form and maintain client and business relationships. Discretion and dedication to protecting financial privacy of clients, partners, and the employer. Self‑directed with the ability to adapt and achieve results under shifting priorities in a dynamic environment. Demonstrated effective problem‑solving skills and independence. Ability to work and travel to branch locations as needed. Ability to complete required on‑the‑job training and demonstrate competency per company guidelines. Certifications, Licenses and/or Registrations This position requires National Mortgage Licensing System (NMLS) registration and the ability to obtain said license after a period to be determined by the decision maker. The candidate must successfully complete the registration process, including a criminal background and credit check, and remain in compliance with NMLS license regulations and rules. This position requires driving for work; possession of a valid driver’s license, a clean driving record, and a willingness to maintain an acceptable record are required. Computer Skills Knowledge of computer applications including Word and Excel. Ability to use basic computer skills to enter and retrieve data. Work Environment and Physical Demands The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations 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 a 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, 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. #J-18808-Ljbffr PeoplesBank