Senior Banking Professional

4 weeks ago

West Hartford, United States PeoplesBank Full time
Job Overview

We are seeking a highly skilled and experienced Lead Banker to join our team at PeoplesBank. As a key member of our branch, you will be responsible for providing exceptional customer service, managing customer accounts, and leading a team of banking professionals.

Key Responsibilities:

  • Provide exceptional customer service, responding to customer inquiries and resolving issues in a timely and professional manner.
  • Manage customer accounts, including opening and closing accounts, processing transactions, and handling customer complaints.
  • Lead a team of banking professionals, providing guidance, training, and support to ensure excellent customer service and operational efficiency.
  • Identify and escalate matters in accordance with bank-wide and department standards, addressing customer complaints and resolving issues independently or with management guidance.
  • Review and approve exceptions and overrides transaction restrictions for banking associates, using detailed knowledge of operating procedures, regulatory requirements, and established branch guidelines.
  • Work closely with management to identify and resolve operational issues or concerns, seeking direction when necessary to ensure smooth and efficient functioning of the branch.
  • Accept consumer lending applications, reviewing customer information, assessing lending products and payment options, and working with customers to find the best lending solutions.
  • Operate a cash box/recycler, serve as Vault, ATM, and/or Coin Machine custodian as needed, accurately processing entries and reconciling cash, checks, and negotiables at 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), obtaining and verifying necessary information to complete applications, logs, BSA, and CIP forms, and any other documentation as required by policy or regulation.
  • Act as Safe Deposit custodian, opening and closing safe deposit contracts, and providing access per bank guidelines.
  • Demonstrate advanced knowledge of all PeoplesBank products and services, satisfactorily completing annual product knowledge training.
  • Represent the bank in a professional manner, responding to incoming calls in accordance with department service standards, communicating effectively verbally and in email, memos, and business letters, and in accordance with service standards.
  • Support marketing efforts and brand awareness, participating in volunteer opportunities, community engagement, and business development activities.
  • Utilize advanced knowledge of bank policies, procedures, and regulatory requirements to perform duties and train and assist team members in all aspects of the position.
  • Model and use 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.
  • 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 to peers when asked in handling escalated matters.

Requirements:

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

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. 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.

*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.

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