Description

Manages branch personnel. Assumes responsibility for directing the operations of the branch office including customer service, sales and referrals, operations, security, consumer and lending, and business development. Recommends, establishes, and meets branch sales goals and objectives. Leads by example and provides mentoring for branch staff.

Responsibilities:

• Oversees and participates in prompt and courteous customer service by following the Bank’s Sales Protocol and Customer Service Standards. Develops relationships with depositors.
• Leads, coaches, and participates in branch efforts to promote, refer and sell Bank products and services. Maximizes cross-selling and referral opportunities. Meets deposit and sales goals.
• Cross-sells Bank products and services: Trust, Investments, Mortgages, Home Equity Loans, Commercial Loans, cash management and remote deposit capture. Cross-sells third party products and services: merchant services, payroll, and credit cards. Participates in interdepartmental Sales Team program.
• Maintain a well-developed working knowledge of the complete line of products and services offered, taking responsibility to keep up to date and requesting assistance for further development needs.
• Introduces and explains new products and services to staff. Provides recommendations, and guidance, to develop staff’s sales and customer service skills.
• Regularly observe staff interacting with customers in order to ensure that sales and customer service standards are met.
• Supervises branch staff by:
• Portraying a professional image and acting as a role model to employees.
• Making routine employment decisions, reviewing performance, and making salary recommendations.
• Assigning work, providing training and guiding, and advising subordinates as necessary.
• Resolving routine personnel problems.
• Preparing portions of an annual budget and operating within its limitations.
• Enforcing the Dress Code.
• Reviews and approves service fees.
• Monitors and controls expenditures, including overtime.
• Authorizes unusual items or exceptions within established limits.
• Originates, processes, underwrites, and commits to small business and certain consumer loans, ensuring appropriate risk.
• Monitors branch facility. Identifies and reports any repair and maintenance problems.
• Intervenes as required resolving complex or sensitive customer service issues.
• Manages all branch operations, ensuring adherence to Bank, compliance, regulatory and all other applicable guidelines and regulations.
• Ensures smooth daily operations and uninterrupted customer service.
• Ensures timely flow of accurate information between branch and the administrative office.
• Oversees and participates in window transaction processing. Conducts periodic audits of teller drawers. Monitors and enforces prompt and accurate transactions in accordance with established Bank and branch procedures.
• Opens new accounts and processes file maintenance.
• Oversees branch security, including alarm testing. Ensures compliance with all security procedures.
• Oversees branch cash, vault, branch, ATM machine balancing and safe deposit box operations.
• Prepares and produces periodic volume and activity reports.
• Fulfills CRA responsibilities.
• Ensures cross training of staff.
• Establishes and maintains effective working relationships with representatives of local community, civic, business and professional organizations.
• Communicates and maintains relationships with business customers and business prospects through site visit business calls and wellness telephone calls.
• Maintains visible presence in community through membership in community organizations, and volunteering and attendance at community events.
• Participates in planning and executing Retail division and specific branch projects.
• Assumes additional responsibilities as requested.

Requirements

• Bachelor’s degree or equivalent combination of coursework and experience.
• Must satisfactorily meet the Bank’s pre-requisites/training to apply for this position.
• Three to five years banking or sales management experience.
• Supervisory and leadership experience.
• Proven sales and sales management skills as well as an assertive and persuasive communication style.
• Excellent verbal and written communication skills.
• Ability to handle multiple priorities in a fast-paced environment.
• Willingness to work varying hours, including evenings and weekends.
• Computer skills.