Welcome to PeoplesBank! 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.

Summary: In the absence of the Manager, oversees the daily operations of the Banking Center. Directly supervises Banking Center Specialists and Banking Center Senior Specialists, providing training, coaching, professional development and performance management. Demonstrates advanced knowledge and proficiency in providing exceptional customer service with emphasis on relationship development, market share growth, and regulatory compliance.

Essential Duties and Responsibilities include the following:

• In the absence of the Banking Center Manager, manages the daily operations of the banking center.
• Key-holder, assigned to open and/or close the banking center, ensuring service and security standards are maintained.
• Directly supervises assigned Banking Center Specialists and Senior Specialists. Provides training, coaching, professional development and performance management to support career growth and retail bench strength. Prepares and discusses mid-year and annual performance reviews, providing constructive feedback and development plans.
• Creates weekly and Saturday staffing schedules. Reviews and approves/denies time off requests, ensuring appropriate staffing to maintain service and security levels.
• Reviews and approves time cards for direct reports, verifying proper coding for time off.
• Trains and coaches Banking Center team on established sales and service skills to support achievement of assigned banking center goals. Conducts and documents skills drills and observations, and provides feedback using established coaching practices.
• Trains and mentors team members in all aspects of the position, assisting with complex transactions, approving exceptions and providing overrides as appropriate.
• Creates, delivers and oversees coaching and development plans, disciplinary actions, and performance improvement plans.
• Demonstrates thorough knowledge of all PeoplesBank products and services. Leads Product Knowledge training according to established schedule, ensuring successful individual and team completion.
• Provides an exceptional customer experience with emphasis on relationship development, market share growth, and regulatory compliance.
• Identifies and analyzes service issues, resolving them to the customer's satisfaction in accordance with bank-wide and department standards. Performs overrides and makes policy exceptions for individual and banking center associate transactions based on evaluation of customer relationship, and financial and reputational risk to the bank. Uses all resources to escalate and resolve complex issues. Addresses, researches and responds to customer complaints, documenting the resolution per PeoplesBank policy.
• Uses comprehensive knowledge of all bank products and services to evaluate customer needs and make appropriate recommendations to ensure customer satisfaction and a positive experience. Identifies opportunities for relationship retention and growth, including digital services, product options, and alternative programs.
• Recognizes relationship deepening opportunities and refers customers to internal and external business partners including but not limited to PeoplesWealth Advisory Representatives, Mortgage Consultants, Business Banking/Cash Management Officers, Commercial Lending, Payroll Services and Merchant Services as appropriate.
• 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.
• Accurately completes all customer sales and service functions, including new deposit and loan account origination, account maintenance, transaction processing, and handling negotiable items. Utilizes extensive knowledge of all bank policies and regulatory requirements to ensure error-free processing and compliance.
• Acts as Safe Deposit custodian, including opening, closing and providing access per bank guidelines.
• Obtains and verifies necessary information to complete applications, logs, BSA and CIP forms, and any other documentation as required by policy or regulation.
• Serves as the back-up to the BCOS in his/her absence, overseeing all aspects of operations and compliance including timely and accurate BSA reporting.
• Organizes and participates in financial education and bank-at-work events at off-site locations. Assists with business development, sales management and community engagement activities to support achievement of assigned banking center goals.
• 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.
• Completes all yearly compliance training and testing and complies with bank, federal, and state regulations.
• May be required to work flexible hours that includes: early mornings, evenings, weekends, nights, and/or holidays based on banking center needs.
• Other duties may be assigned.

Education and/or Experience: Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

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.

Other skills and knowledge: Detailed knowledge of bank products and services, and PeoplesBank Relationship Building service and sales practices. Extensive knowledge and required acknowledgement of regulations including but not limited to: Reg CC, Reg DD, Privacy, Security, BSA, Fair LendingCIP, Reg E.

Work Environment and Physical Demand: 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. Ability to work in a fast-pace office environment. Candidate will work primarily normal business hours, by may require flexibility in schedule to accommodate business and project's needs.

While performing the duties of this job, the associate is regularly required to sit; use hands to keyboard; and to hear or talk. The associate is frequently required to stand, walk, bend, reach, grasp, and pull. The associate is occasionally required to lift, carry, kneel, crouch, and drive. Associate must have ability to focus on computer screen for long periods, ability to read detailed printouts.