Manages a Retail Branch. Responsible for overseeing the day-to-day operations of a branch, including cash management, security protocols, and operational compliance. Develop and execute strategies to retain customers, acquire new customers, and meet branch goals. Hire, train, mentor, and coach employees to achieve high performance and service quality. Resolve complex customer inquiries or complaints and maintain high satisfaction levels. Ensure adherence to bank policies, legal regulations, and procedures to minimize risk. Oversee and supports the teller line, cash handling, dual control functions and is responsible for branch operations, staffing schedules, FTE budget management, and employee training and development.
What you will do:- Management & Team Leadership
- Manages and provides leadership to branch employees. Leads daily huddles and regular branch meetings.
- Coaches staff for improved performance, conducts performance reviews and develops individual performance goals.
- Hires and develops quality staff ensuring proper skills and staffing levels to ensure the highest level of customer service. Quickly resolves issues of non-performance delivering disciplinary actions including termination.
- Manages a Retail Branch office and is responsible for overall performance including achievement of production and service goals. Develops and implements strategies to achieve objectives. Drives team performance to achieve goals through huddles, meetings, coaching, direction and leading by example.
- Develops and executes branch strategic plan including customer retention, employee development and retention, succession planning, branch efficiency, and operational soundness.
- Manages budgeting and forecasting for the branch.
- Branch Operations
- Manages the compliance and operations functions of a Retail Branch. Sets priorities for branch operations, identifies and analyzes operating issues, solves operational issues and provides input for improvement in processes and procedures.
- Administers monthly, quarterly and annual self-audit checklist, reviews, approves daily reports, and verifies cash-on-hand balances. Responsible for compliance with regulatory requirements, adherence to Bank policies and procedures, risk management requirements, and safety and security of the branch. Responsible for overall operational quality of the branch as measured by internal audits, operational soundness reviews, and reports from other departments of the Bank.
- Maintains branch security by coaching and training staff in security procedures. Ensures controls are maintained over items such as keys and combinations, and cash and transactional limits.
- Leads the implementation of new programs, products and processes within the branch. Identifies emerging issues and trends to inform decision making.
- Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
- Transaction Processing & Oversight
- Schedules staff to ensure appropriate lobby coverage.
- Provides comprehensive deposit services to individuals, fiduciary, and small businesses in a Retail branch. Opens and closes customer accounts including checking, savings, money markets, certificates of deposit, and IRAs.Ensures all new account documentation is obtained, reviewed, and stored per bank policy.
- Assists customers with account maintenance, online banking, mobile banking, and other complex account issues. Resolves concerns presented by customers.
- Performs routine teller transactions, wire transfers, and works directly with customers. Accepts, verifies, and processes basic to more complex customer transactions.Ensures appropriate assignment of ATM servicing and cash ordering, may assume these duties.
- Reviews customer transactions for red flags and fraudulent items. Maintains an awareness of criminal scams used against banking customers. Reviews account completely prior to performing overrides.
- Receives and processes consumer and small business loan applications.
- Provides notary and medallion signature guarantee services to customers.
- May provide remote approvals to staff at other branch locations. Assists at other branches as needed.
- Customer Experience
- Creates a warm, welcoming and friendly experience for all customers and employees. Models exemplary customer service qualities demonstrating a positive attitude and customer first culture,
- Responsible for overseeing efficient lobby management and building a trusting branch experience for customers.
- Assists customers with account servicing needs and resolves difficult customer issues with diplomacy.
- Effectively interviews and profiles new and existing customers to recommend appropriate banking products and services. Promotes the full range of deposit treasury management, and lending products and services that best meets the customer's needs.
- Establishes and maintains relationships with current and potential customers in anticipation of increasing deposits and fee income from the sale of bank products.
- Provides exemplary customer service both in person and over the phone. Represents the Bank to the customer both in conduct and attire in a courteous and professional manner. Responds to inquiries accurately, promptly, and efficiently.
- Performs follow-up calls to new and existing customers to ensure customer satisfaction, answers any questions.
- Travel: 0-10%.
Who you are:- High School Diploma or GED required. Additional experience may be considered in lieu of degree.
- Notary license preferred.
- Minimum of 5 years of banking experience with an emphasis in operations.
- Minimum of 2 years of management experience.
- Excellent interpersonal skills; successful experience managing and leading people.
- Thorough knowledge and skills related to standard banking services and products and banking internal operating policies and procedures.
- Knowledge of small business and consumer credit principles and practices.
- Ability to motivate employees to provide excellent customer service, demonstrate initiative, and achieve results.
- Excellent interpersonal skills; successful experience managing and leading people. Considered a customer service role model.
- Ability to effectively introduce and sell Bank products and services.
- Ability to communicate effectively with customers and staff from a variety of backgrounds.
- Ability to motivate employees to provide excellent customer service, demonstrate initiative, and achieve results.
- Knowledge of current applicable federal and state banking regulations.
- Subject-matter expert with regards to small business structures, operational requirements, regulatory and financial issues.
- The ability to analyze and apply the consumer and small business banking needs with specific Bank services and products.
ADA Requirements:- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- The work environment characteristics described here are representative of those an employee encounters while performing 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 employee is regularly required to sit and talk or hear, and use hands to finger, handle, or feel objects, tools, or controls.
- The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.
- The employee must occasionally lift and/or move up to 10 pounds.
- Specific vision abilities required by this job include close vision.
- The noise level in the work environment is usually moderate.
#LI-JM1Pay Range: $72,000 - $105,000 annually
AIP Bonus up to 10%
Our comprehensive employee benefits program is designed for you to live your best life at work, home, and everywhere in between. Employees working 25 hours or more per week are eligible for health benefits effective the first day of the month following or coinciding with their date of hire.
Benefits package includes[1]:
- Medical, prescription, dental, and vision coverage for employees and their eligible family members
- Employer paid Employee Assistance Program, Life Insurance, AD&D, and Disability benefits
- Health Savings Account with employer contribution
- Healthcare and Dependent Care Flexible Spending Accounts and Commuter/Parking Benefit
- 401(k) and Roth 401(k) with company contribution
- 529 Education Savings plan, Tuition Reimbursement Program and Student Loan Assistance Program
- Supplemental Health plans, Voluntary Legal and Identity Theft Services
- 11 paid holidays, paid Sick days (accrual of one hour for every 30 hours worked), up to 25 paid vacation days, and 16 hours of paid volunteer time throughout the calendar year
- Free personal checking and savings account; Discounted rates on primary residence loan with $0 origination fees (restrictions apply)
Final compensation package will be determined by the work experience, education, and/or skill level of the applicant along with internal equity and alignment with geographic market data.
