Lead Banker -Chicopee, MA

Welcome to Peoples Bank! We are the largest mutually chartered bank in Western Mass and Northern Connecticut and 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 work environment. We offer excellent compensation, workplace flexibility, and a competitive benefits package to our associates.

Our award‑winning culture has earned us recognition as Best Place to Work and Best Local Bank. Come join our team of dedicated and innovative individuals and contribute to our dynamic, successful organization.

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 organization’s mission and values; operating in the best interest of our customer and communities while delivering the best banking experience.

Include the following. Other duties may be assigned.

• Consistently executes appropriate behaviors to provides an 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 Peoples Bank 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 Peoples Bank products and services, and satisfactorily completes…