Banking Center Assistant Manager - South Windsor, CT

Summary: 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. Complies with Bank Policies and Procedures. Adheres to departmental and bank-wide service standards.

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.

Skills needed:

• Excellent verbal and written communication skills.
• Excellent math and accounting skills.
• Excellent personal and professional leadership skills.
• Understanding of banking regulatory matters and procedures for proper operation.
• Ability to perform various banking procedures and operations.
• Ability to remain professional and composed under pressure.
• Proficient with Microsoft Office Suite or similar software programs.

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.