SUMMARY OF POSITION: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 associates 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.
PRIMARY 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 associates 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 associates assigned to their office.
- Lead associates in the office in achieving their goals and objectives. Office Leaders are responsible for the oversight of all associates assigned to their office. Performance of associates 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 associates 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 refers 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.
- Perform other related duties and responsibilities as assigned.
DESCRIPTION OF EXPERIENCE, EDUCATION, AND TRAINING:- High School Diploma or Equivalent - College degree is preferred.
- Minimum of 10 years' experience in financial services industry in the local market area with an existing book of business.
- Proficient in Microsoft Office (Word, Excel, and PowerPoint) or related software.
- Comprehensive knowledge of the financial services industry, client services, operations, and leadership. Demonstrated financial management and analytical ability.
- Knowledge of federal banking regulations, security, risk management, and compliance.
DESCRIPTION OF CAPABILITIES, PHYSICAL REQUIREMENTS, AND ABILITIES:- Excellent interpersonal skills, including verbal and written communication skills.
- Ability to engage and lead a team to perform at a high level of expertise and service including associates who are not direct reports.
- Ability to serve as a role model for other associates.
- Effective analytical and problem-solving ability with a strong attention to detail.
- Ability to negotiate difficult situations with positive outcomes.
- Ability to support requests from clients and team on products, services, and procedures.
- Ability to maintain compliance with Federal regulations without detriment to service.
- Ability to work independently and prioritize daily tasks.
- Ability to work in a fast-paced environment and work well under pressure with a high degree of accuracy.
- Excellent client service skills. Tact and diplomacy in dealing with both clients and associates.
- 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.
POSITION STATUS: EXEMPTDATE: 06.22.2011
