Retail Client Experience Manager II

Peapack-Gladstone Bank is a well-recognized, high-performing boutique bank; a leader in wealth, lending and deposit solutions, capable of providing the most sought-after products and services that fulfill all of our clients' needs. We offer an innovative approach to private banking to help clients establish, maintain and expand their legacy.

What makes Peapack-Gladstone Bank different from our competition? We are an institution that's over 100 years old that has always believed in putting the well-being and needs of our employees and our clients first. We are proud to be recognized for the fifth consecutive year, by American Banker as one of the 'Best Bank to Work For' across the nation. Our secret sauce in one word is our 'culture'. We value a diverse, equitable, inclusive and safe workspace. Our one-team culture goes to great lengths to show all employees that they are valued members of the team. We treat each other as family, and as such, communicate throughout the Bank in a transparent and frequent manner, respect and value feedback from all levels and operate with a philosophy of hospitality and general human kindness.

There are multiple way to build relationships and get involved; from joining one of our Cultural Ambassador Sub-Committees focused on our Wellness, Employee Fun, Diversity & Inclusion, or Environmental Awareness, to involvement in multiple community service activities through our Volunteerism outreach, to joining LIFT (an committee focused on enriching the lives of women - Leading Inspiring Females Together). Said quite simply, the culture is amazing!

Description

Position Overview

Assists the Retail Private Banker in the day-to-day operation of the Branch and manages the insides sales process. In the Retail Private Banker's absence, runs the branch, manages sales and ensures staff is current with compliance of internal and external policy and regulations. Leads staff with regard to providing exceptional service to clients.

Responsibilities

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• Assists the Retail Private Banker in the development, expansion and management of consumer and business account relationships within a branch, concentrating efforts in meeting customer needs for financial products and services. Identify customers with additional profit potential and develop action plans to expand these relationships; utilize sales programs to acquire new relationships.

• Identify and refer business to all lines including wealth, lending and financial services. Assist staff with promoting the sale of the banks products and services

• Cross-trains branch staff in current or revised policies and procedures to increase their knowledge and productivity. Acts as a role model and provide coaching and training to employee's to help improve both sales and operational performance and to prepare for additional responsibilities.

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• Actively participates in ongoing training and regular sales meetings

• Assists Retail Private Banker in enforcing Bank security policies and procedures. Conducts branch audits on a regular basis

• Is a leader in assisting staff with resolving operating and servicing issues

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• Prepares and reviews daily, weekly and monthly branch reports as required

• Opens and closes accounts and solves daily client needs

• Must be able to perform teller duties, prove the main cash vault, the ATM's and coin machines, when needed and to ensure that teller work is processed and daily proof is performed in accordance with bank policies.

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• Ensure compliance with all established internal policies and external regulations and suitability of the branch environment for business. Keeps current with pertinent banking regulations, including but not limited to Reg. DD, Reg. CC, BSA, CRA, Right to Financial Privacy Act, FDIC insurance provisions, etc.

• Serves as a role model for staff, provides guidance on appearance and dress, as needed.

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Supervision

Direct Reports:

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Universal Banker I &II

Indirect Reports:

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None

External and Vendor Relationships:

List vendors & external interactions along with type of interaction.

Qualifications

Required

• High School diploma or GED

• Minimum of five years' experience in branch banking

• Ability to meet/exceed customer service needs, identify customers/project needs and prospecting clients

• Working knowledge of bank's products & services, letters of credit, sweep accounts, zero balance accounts, concepts & techniques, and cash management services

• Ability to model cross-selling techniques & close sales

• Ability to resolve customer questions or complaints

• Ability to manage staff and resolve conflicts

• Ability to foster open communications; deliver presentations; demonstrate listening, speaking and written communication skills and translate technical materials

• Ability to answer questions effectively; build relationships; build internal and external networks

• Ability to act with integrity; demonstrate adaptability; work commitment; maintain a positive performance in all situations

• Working knowledge of Microsoft Excel, Word, Access and Outlook

• Ability to interact effectively and tactfully with all levels of the Bank

• Ability to read, write and speak English clearly

Desired

• Notary Public commission

• Assists Head Teller in ATM proofs, running of teller proof work as needed

• Works as a Teller if required

• Assist customers requesting assistance to safe deposit area in accordance with established security procedures

• Participate in community organizations and activities to enhance the Bank's image and develop additional business and referral sources

• Performs all other duties as assigned

Special Position Requirements

List working conditions associated with this position

☐Sitting for prolonged periods

☐Driving for prolonged periods

☐Bending/Standing for prolonged periods

☒Reading small print

☒ Lift up to 25 lbs.

☒Computer for prolonged periods

Benefits

Peapack-Gladstone Bank offers medical, dental, and vision coverage to full-time employees, in addition to a competitive PTO package and 401k match.