Lead Banker - East Longmeadow, MA

Lead Banker

The Lead Banker is an experienced multi-unit banker that peer leads the operational standards of the branch to assist both personal and business customers with all their banking needs in our universal banking model, such as opening accounts, processing all transactions accurately and in a timely manner and taking consumer loan applications. The Lead Banker is an exemplar in 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 and refer to business partners as needed. Upholds the organizations mission and values; operating in the best interest of our customers and communities while delivering the best 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 the routine day to day duties in accordance with bank policies and procedures to ensure operational soundness and high-level customer experience. Assists in the management of customer accounts, including opening and closing accounts, processing transactions, and handling customer inquiries or concerns; maintaining 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. Seeks management guidance for issues with no clear precedent.
• Works closely with management to identify and resolve any operational issues or concerns, seeks direction from management when necessary, ensuring smooth and efficient functioning of the branch.
• Accepts consumer lending applications; reviews customer information, assesses lending products and payment options, and works with the customer to best find the lending solutions to fit their needs.
• 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.
• Other related duties as assigned.

Education and/or Experience:

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

Skills needed:

• 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

Certifications, Licenses and/or registrations:

• This position requires National Mortgage Licensing System (NMLS) registration; and ability to obtain said license after a period to be determined by decisionmaker. Must be able to successfully complete the registration process, which includes, but is not limited to, undergoing a criminal background and credit check and must remain in compliance with the NMLS license regulations and rules.
• This position requires driving for work; and which may include, but is not limited to, possession of a valid driver's license, undergoing driving record check and maintenance of acceptable driving record.

Computer Skills:

• Knowledge of computer applications including Word, 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 here 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, 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.