Peapack Private Bank & Trust Elevates Carlos A. Pacheco to Lead Enterprise Client Experience

Peapack Private Bank & Trust has promoted Carlos A. Pacheco to Senior Vice President, Director of Enterprise Client Experience. This strategic role is focused on improving client engagement and organizational performance, reflecting the bank's commitment to delivering high-quality, client-centric banking services. In his new position, Pacheco will be responsible for implementing comprehensive strategies designed to optimize client interactions. His key responsibilities include leading client relationship surveys, transforming the organization's contact center, and driving artificial intelligence initiatives to enhance client experiences.

With 25 years of banking and operations experience, Pacheco brings extensive expertise to his new role. Since joining Peapack Private in 2018, he has successfully managed deposit operations and electronic banking divisions, emphasizing process automation and digital banking strategy. This internal promotion underscores the value of institutional knowledge and a proven track record in executing the bank's digital transformation goals. His prior experience managing these critical back-office functions provides a solid foundation for his new client-facing strategic responsibilities.

Pacheco's professional background includes significant operational leadership positions at multiple financial institutions, which informs his approach to enterprise experience. He previously held roles at institutions including New Jersey Community Bank, where he managed branch locations and oversaw retail sales and customer service. His career also includes positions at 1st Constitution Bank, National City Bank, and Independence Community Bank. This diverse experience across various banking models equips him with a broad perspective on client service challenges and opportunities.

The promotion and the creation of this director-level role dedicated to enterprise client experience carry important implications for the bank's market position. By focusing on experience management and continuous improvement, Peapack Private Bank & Trust aims to maintain its reputation for innovative and personalized financial solutions in a competitive landscape. The specific mandate to drive artificial intelligence initiatives suggests a forward-looking strategy to integrate advanced technology into client service protocols. Furthermore, the planned transformation of the contact center indicates a holistic review of client touchpoints, which is critical for private banks where personalized service is a key differentiator.

Pacheco's educational background, which includes coursework from The College of Staten Island and comprehensive training programs in banking, supports his technical and regulatory knowledge. He holds Community Bankers Financial Education certifications in areas including the Bank Secrecy Act, Bank Security, and Retail Banking. This combination of practical leadership experience, digital strategy execution, and formal compliance training positions him to lead initiatives that balance innovation with the rigorous operational and security standards required in private banking. The strategic focus on client experience, backed by Pacheco's operational pedigree, represents a calculated investment in service quality as a core component of the bank's value proposition.