Banking Center Manager - Amherst, MA

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 Banking Center Manager will oversee the overall operation of their assigned banking center with the goal to increase market share and banking center profitability through business development and community engagement activities while managing the sales and service delivery, operational excellence, and staff of a full-service banking center.

Essential Duties and Responsibilities

include the following. Other duties may be assigned

• Responsible for business development, sales management and community engagement activities to support market share growth and achievement of assigned banking center goals. Consistently meets and exceeds established banking center sales, service and retention goals as defined by Retail Growth and Administration strategies.
• Develops, implements and manages a detailed Business Plan including strategies and tactics to gain market share and achieve sales and service goals. Maintains business acumen Including understanding of business growth stages, forms of business organization, cash flow and the review of financial statements.
• Manages all aspects of sales, service and branch operations within budget objectives and according to department standards, bank policies and procedures in order to maximize branch potential and exceed goals.
• Monitors and ensures that compliance, security, and risk controls are adhered to according to established policies and procedures.
• Represents PeoplesBank in a professional manner. Communicates effectively verbally and in writing. Promotes goodwill and generates new business by engaging with customers, businesses, centers of influence and community and civic organizations.
• Directly manages the Banking Center Assistant Manager. Provides guidance, coaching and performance evaluations to achieve operational excellence, exceptional sales and service delivery and increased associate development and engagement.
• 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.
• Interviews, selects and maintains a capable and diverse workforce. Ensures appropriate training, coaching, and development to create associate engagement, retention and bench strength. Evaluates associate performance and approves performance reviews and performance actions.
• Manages team performance through motivation, monitoring and coaching. Responsible for the individual coaching of the Banking Center Assistant Manager to support achievement of assigned banking center goals. Conducts and documents skills drills and observations, and provides feedback using established coaching practices.
• Coaches and observes team to ensure 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.
• Demonstrates thorough knowledge of all PeoplesBank products and services. Ensures successful individual and team completion of Product Knowledge training, as delivered by Banking Center Assistant Manager according to established schedule.
• 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.
• 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.
• Obtains and verifies necessary information to complete applications, logs, BSA and CIP forms, and any other documentation as required by policy or regulation.
• Organizes and participates in financial education and bank-at-work events at off-site locations.
• Meet and exceed established PeoplesWealth referral goals. Collaborate with PeoplesWealth representatives to establish strategies for increasing associate and customer awareness of investment products and services.
• Completes all yearly compliance training and testing and complies with bank, federal, and state regulations. Complies with Bank Policies and Procedures. Adheres to departmental and bank-wide service standards.

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 : Generally requires a four-year degree or an equivalent combination of education and experience plus one to three years of relevant experience. May require thorough knowledge of a technical or specialized field.

Skills needed :

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 : Above average computer skills including Word and Excel.

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.