Welcome to PeoplesBank! We are the largest mutually chartered bank in Western Mass 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!
Banking Center Assistant Manager - Chicopee, MA
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. Trains and mentors team members in all aspects of the position, assisting with complex transactions, approving exceptions and providing overrides as appropriate.
Essential Duties and Responsibilities include the following. Other duties may be assigned
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.
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.
Initiative and Decision Making
Organizes own work and manages own time. May refer problems to manager or to written policies and procedures.
Exercises some independent judgment and discretion within established policies and procedures to analyze facts or circumstances surrounding problems or transactions and takes appropriate action. Makes recommendations / decisions that affect those individuals directly involved.
Impact and Scope
This position has a high impact on customer and public relations. Errors at this level can result in financial losses, reputational risk, unsatisfactory regulatory exams, and legal liability if regulatory violations exist.
Answering questions from staff
Planning and assigning work
Doing the same work as those supervised
Doing more difficult work
Conducting performance reviews
Counseling associates on performance
Developing performance standards
Significant changes in organization or procedures
Disciplinary action or termination
Selection of associates
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
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.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or associates of organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Certifications, Licenses and/or registrations
Notary Public commission by the Commonwealth of Massachusetts and/or State of Connecticut. Federal NMLS Registration.
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. Extensive knowledge and required acknowledgement of regulations including but not limited to:
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 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.