Responsible for all aspects of Retail Banking Center operational, regulatory, policy and procedure training and compliance. Ensures established processes are followed and systems are in place to identify and resolve errors or exceptions. 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

• Oversees all Retail Banking Center operational, regulatory, policy and procedural compliance, including but not limited to BSA and CIP, ensuring satisfactory internal and external audits.
• Reviews all related forms, logs and customer documents as per the BCOS Checklist and promptly resolves errors and omissions.
• Ensures established processes are followed and systems are in place to identify and resolve compliance and operational errors and policy exceptions.
• Completes the monthly Banking Center Check-Up, identifying and conducting required associate retraining based on findings.

• Reviews and submits all Banking Center BSA forms, ensuring timely and accurate reporting.
• Conducts and verifies completion of all required regulatory, policy and procedure training, including but not limited to: ABA, KnowBe4, ADP and written PeoplesBank policies and procedures. Ensures timely submission of required documentation.
• Utilizes advanced knowledge of bank policies, procedures and regulatory requirements to provide operational and regulatory training and guidance to all Banking Center associates, reporting policy violations and operational performance issues to the Banking Center Manager. Identifies, researches and promptly resolves errors.
• Manages the Safe Deposit function (where applicable,) including verification of new and closed box documentation, daily review of access cards and logs, monitoring and resolving access warnings (key hole signals and access card tags,) managing key and open box inventory and lock changes, completing monthly, quarterly and annual safe deposit reports and audits. Acts as Safe Deposit custodian, including opening and closing safe deposit contracts and providing access per bank guidelines. Trains new associates, and provides ongoing team safe deposit training per published annual schedule.
• Key-holder, assigned to open and/or close the Banking Center, ensuring service and security standards are maintained.
• Provides an exceptional customer experience with emphasis on relationship development, market share growth, and regulatory compliance.
• 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.
• 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.
• 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 team 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, and satisfactorily completes annual product knowledge training
• 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.
• 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.
• Ensures that all banking center marketing materials, such as posters and brochures, are current and properly displayed and that supplies are maintained.

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.

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. Notary Public commission by the Commonwealth of Massachusetts and/or State of Connecticut.

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: Reg CC, Reg DD, Privacy, Security, BSA, Fair LendingCIP, Reg E.

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.

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.