Senior Banker- Chicopee

Summary: A Senior Banker is an advanced customer facing role with the ability to assist both personal and business customers with their banking needs, such as account origination, maintenance, processing transactions, assisting with online banking and mortgage activities, such as consumer loan origination, mortgage referrals and loan maintenance needs. The Senior Banker works closely with customers to understand their financial needs and goals through prescribed sales and service standards and refers to business partners as needed. Demonstrates advanced customer service and communications skills in resolving issues for internal and external customers in accordance with bank and department service standards. Upholds the organizations mission and values; operating in the best interest of our customer and communities while delivering the best banking experience.

Essential Duties and Responsibilities include the following. Other duties may be assigned

• Provides an exceptional customer experience with emphasis on relationship development, market share growth, and regulatory compliance.
• Performs 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 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.
• 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.
• Takes direction from management to handle escalated matters and to identify and resolve any operational issues or concerns, ensuring smooth and efficient functioning of the branch.
• Accepts consumer lending applications; reviews customer information, assess lending products and payment options, and working 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 thorough knowledge of all PeoplesBank products and services, and satisfactorily completes annual product knowledge training
• Represents the bank in a professional manner and in accordance bank 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 to perform duties and assists team members in all aspects of the position.
• Uses exceptional customer service 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.
• 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.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience: High School diploma required; Associate's degree (A. A.) preferred, and two years related experience; or equivalent combination of education and experience.

Skills needed:

• Advanced cash handling experience, mathematical acumen required.
• Attention to detail, strong time management and multitasking 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
• Demonstrated effective problem-solving skills and ability to work independently.
• Ability to 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 access to reliable transportation, 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 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.