Job Summary:An Office Leader should demonstrate commitment to delivering distinctive service. This position will be responsible for the operations and functions of the office including the leadership and development of team members and operations, profitability and growth of the office, client retention, achievement of service standards, management of existing client relationships and development of new business through aggressive solicitation of qualified prospects.
Job Duties and Responsibilities:- Provide distinctive service to clients and prospects, in person and over the telephone. Respond to client inquiries and satisfactorily resolve client issues. Support firm-wide achievement of the three-ring standard (all phones answered by a live person within three rings). Execute Pinnacle's strategic plan every day for their assigned office. Ensure all team members in the office understand and demonstrate the Pinnacle values of Integrity, Fairness, Learning, Results, Partnership, Balance, and Discipline. Responsible for all client relationships managed personally and through team members in the office. Lead and engage the Pinnacle Team to be the best financial services firm and the best place to work in the Southeast. Office leaders are accountable for engaging and leading all team members assigned to their office. Lead team members in the office in achieving their goals and objectives. Office Leaders are responsible for the oversight of all team members assigned to their office. Performance of team members reporting to other leaders should be coordinated with that leader. Elevate the client experience to unimagined levels in their market. Develop and maintain a client base to achieve predetermined targeted performance standards. Achieve growth, income and profitability goals for the entire office as measured on monthly KPI reports. Develop and maintain personal knowledge of the market to ensure delivery of effective advice. Provide a full array of loan products designed to meet the client's needs. Analyze the credit worthiness of a potential borrower and recommend decision. Ensure credit quality for all loans under his/her responsibility. Achieve and maintain a successful working environment conducive to the development and motivation of qualified, productive, cross-functional team members by achieving the following goals:. 95% retention rate,. 4.75 or above average on all office surveys,. Satisfactory rating or higher on office audits,. 75% or higher Top Box Rating on Work Environment Survey, and. 4.75 or higher average on annual Work Environment Survey. Comply with all legal and regulatory requirements. - Meet all the client's financial needs, both business and personal, and refer clients to other specialty areas such as Trust, Investments, Insurance, Treasury Management, etc. as appropriate. -
- Provide distinctive service to clients and prospects, in person and over the telephone. Respond to client inquiries and satisfactorily resolve client issues. Support firm-wide achievement of the three-ring standard (all phones answered by a live person within three rings).
- Manages the annual performance management and merit processes for direct and indirect reports as applicable. Coaches and develops team members and builds a work environment where team members are engaged and feel a positive sense of achievement about their role in the company. Works closely with Human Resources regarding employee relations, compensation, training, posting and filling vacant positions and other Human Resources related matters.
- Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
- Meet all the client's financial needs, both business and personal, and refer clients to other specialty areas such as Trust, Investments, Insurance, Treasury Management, etc. as appropriate.
- Assist other team members as needed to ensure delivery of distinctive service.
- Performs other related duties as required.
The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job
Minimum Education: High School Diploma or Equivalent -- College degree is preferred.
Minimum Experience: Minimum of 10 years' experience in financial services industry in the local market area with an existing book of business. Management/team leader experience preferred.
Required Knowledge, Skills & Abilities: Proficient in Microsoft Office (Word, Excel, and PowerPoint) or related software. - Comprehensive knowledge of the financial services industry, client services, operations, and leadership. - Broad knowledge of bank products and services. - Knowledge of federal and state banking regulations, security, risk management, and compliance. - Excellent verbal and written communication skills. Solid leadership and interpersonal skills. - Demonstrated financial management and analytical ability. Effective problem-solving ability with a strong attention to detail. - Ability to negotiate difficult situations with positive outcomes and to respond effectively to sensitive inquiries or complaints. - Support request from clients and team on products, services, and procedures. - Maintain compliance with federal and state regulations without detriment to service. - Ability to work in a fast-paced environment and work well under pressure with a high degree of accuracy. - Ability to work independently and prioritize daily tasks. - Excellent client service skills. Tact and diplomacy in dealing with both clients and team members. - The physical activities of this job include but are not limited to the ability to stand and sit for prolonged periods of time, use of manual dexterity, verbal communication, visual acuity, repetitive motion, and the ability to hear. Often long periods of mental concentration are required. Other activities are the ability to bend, climb, balance, stoop, kneel, crouch, reach, walk, push, pull, lift, and grasp. This position may require successful registration and issuance of a unique identification number from the Nationwide Mortgage Licensing System (NMLS) in compliance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE ACT). Registration must be accomplished within an established timeframe after initial employment and includes a nationwide finger print check.
