Senior Banker - West Springfield, MA

Senior Banker

As a Senior Banker at PeoplesBank, you'll play a key role in delivering exceptional service to both personal and business customers. This advanced customer-facing position involves assisting with account management, consumer lending, mortgage referrals, and digital banking support. You'll build strong relationships by understanding customer goals and providing tailored financial solutions, while ensuring compliance with bank policies and regulatory standards. The ideal candidate brings strong communication skills, attention to detail, and a passion for helping others succeed financially. This role may also include supervisory responsibilities and requires NMLS registration. This role is based in our West Springfield, MA Banking Center.

Essential Duties and Responsibilities:

• Deliver an exceptional customer experience focused on relationship building, market growth, and regulatory compliance.
• Perform daily banking operations including account opening/closing, transaction processing, and customer support, ensuring accuracy and adherence to bank policies.
• Identify opportunities to deepen customer relationships and refer to internal business partners as appropriate.
• Collaborate with team members to achieve branch goals and contribute to overall market success.
• Address and resolve customer concerns professionally, documenting outcomes per bank policy.
• Review and approve transaction exceptions and overrides, escalating complex issues to management as needed.
• Support consumer lending by accepting applications, assessing customer needs, and recommending appropriate products and payment options.
• Manage cash operations including vault, ATM, and coin machine responsibilities; reconcile cash and negotiables in line with performance standards.
• Ensure compliance with all regulatory requirements including BSA and CIP; complete and maintain required documentation and annual training.
• Serve as Safe Deposit custodian, managing contracts and access per guidelines.
• Maintain thorough knowledge of PeoplesBank products and services; complete annual product training.
• Communicate professionally across all channels, representing the bank in alignment with service standards.
• Support brand awareness through community engagement, volunteerism, and business development activities.
• Apply advanced knowledge of bank policies and procedures to support team operations and resolve customer issues.
• May be designated as a key-holder responsible for opening/closing the branch and maintaining security standards.
• Flexibility to work and travel to other banking center locations as needed, including evenings and weekends.

Education and Experience:

• High School diploma required; Associates degree preferred
• Two years' related experience
• Will consider a combination of education and experience

Certifications, Licenses and/or Registrations Required:

• Requires the ability to obtain the National Mortgage Licensing System (NMLS) registration must obtain said license after a period, to be determined by decision maker.
• Must be able to successfully complete the registration process, which includes, and 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 and Excel
• Ability to use basic computer skills to enter and/or retrieve data

Skills Required:

• Advanced cash handling experience, mathematical acumen required.
• Exceptional attention to detail with the ability to manage time effectively and multitask in a dynamic environment.
• Thrives in fast-paced settings, demonstrating adaptability and a proactive approach to change.
• Excellent verbal and written communication skills, ensuring clear and professional interactions.
• Strong interpersonal and customer service abilities, with a talent for building and maintaining client and business relationships.
• High level of discretion and integrity, committed to protecting the financial privacy of clients, colleagues, and the organization.
• Willingness to travel to various banking center locations throughout region as needed and assigned.
• Ability to complete on-the-job training and demonstrate proficiency in accordance with company standards and guidelines.

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.