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.

• 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 Peoples Bank 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 Peoples Bank 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.

• High School diploma required;
  Associate’s degree (AA) strongly preferred.
• Thr…