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: The Banker is an entry level customer facing role and assists customers with their banking needs and processes all transactions accurately and in a timely manner. 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. 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 banking center 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.
* 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.
* Open and close safe deposit contracts and providing access per bank guidelines.
* Demonstrates knowledge of all PeoplesBank products and services, and satisfactorily completes and engages in product knowledge learning.
* 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.
* 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 required to work and travel to banking center locations as needed and assigned.
* May be required to work outside of your regularly scheduled hours including weekend 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 six months to one-year related experience or equivalent
combination of education and experience.
Skills needed:
* Cash handling experience preferred, basic mathematical acumen required
* Attention to detail, strong time management and multitasking skills
* Ability to function in a fast-paced and changing environment
* Strong communication skills verbal and written
* Strong 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
* Ability to work and travel to banking center 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.
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.
*Work location may vary due to business needs after employment. Frequent travel is required to and from various banking centers within reasonable distance and the PeoplesBank Executive Office in Holyoke, MA. Flexibility is essential for this role.
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.