PeoplesBank Looking for Banking Center Specialist – The Pedlar – Holyoke, MA at Holyoke, MA  Full Time

Welcome to PeoplesBank! We are the largest mutually chartered bank in Western Mass and 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: Demonstrates 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. Other duties may be assigned.

• Provides an exceptional customer experience with emphasis on relationship development, market share growth, and regulatory compliance.
• 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 Peoples Wealth Advisory Representatives, Mortgage Consultants, Business Banking/Cash Management Officers, Commercial Lending, Payroll Services and Merchant Services as appropriate.
• 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 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.
• Accurately completes all customer sales and service functions, including new deposit and loan account origination, account maintenance, transaction processing, and handling negotiable items. Utilizes detailed knowledge of all bank policies and regulatory requirements to ensure error-free processing and compliance.
• 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.
• Completes all yearly compliance training and testing and complies with bank policies and procedures, and federal and state regulations.
• Obtains and verifies necessary information to complete applications, logs, BSA and CIP forms, and any other documentation as required by policy or regulation.
• 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. Responds to incoming calls in accordance with department service standards. Communicates effectively verbally and in email, memos and business letters.
• 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.
• Trains and assists new team members in all aspects of the position.
• May be designated as a key-holder, assigned to open and/or close the Banking Center, ensuring service and security standards are maintained.

Education and/or Experience: Associate’s degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

Certificates, Licenses, Registrations: Notary Public commission by the Commonwealth of Massachusetts and/or State of Connecticut preferred. Federal NMLS Registration.

Computer Skills: Knowledge of computer applications including Word, Excel. Ability to use basic computer skills to enter and/or retrieve data.

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

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.