At First Fidelity Bank, we are looking for talented, enthusiastic team members with a passion for service excellence. Our employees are critical to our overall success. We invest in our employees by providing excellent training and development, as well as advancement opportunities. We offer our employees a family environment, great benefits, competitive pay and paid time off for work/life balance. We are dedicated to giving back to the communities we serve, and we encourage our employees to participate in charitable giving and volunteer opportunities. One of our Core Values is to provide a caring place to work where people truly enjoy coming to work each day. Colleagues of First Fidelity Bank take pride in working here, make lasting friendships and have fun!

SUMMARY

Under the direction and supervision of the Branch Manager or Market Manager, provides supervisory leadership to the branch while exemplifying the Bank’s Mission, Core Values and Golden Rules of Service. Keeps Branch Manager/Market Manager informed at all times. Assists the Branch Manager/Market Manager with overseeing the sales and client service activities within the branch. Involved in the direct supervision of Teller and Personal Bankers, including: coaching, motivating, counseling, scheduling, training, coordinating job duties, approving transactions, and assisting with questions or problems. Provides effective leadership, mentoring and supervision to staff in order to maximize optimum sales/service performance, while providing motivation to inspire continuous improvement of individual and team performance. The Assistant Manager will support clients in achieving their financial goals by resolving client issues, engaging them to understand their financial needs, identifying thoughtful solutions, and providing extraordinary delivery of products and services. In some locations, serves as the resource where elevated client issues are researched and resolved. Requires thorough knowledge and familiarity of the various accounts and products provided by the Bank.

PRIMARY DUTIES/RESPONSIBILITIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Branch Leadership and Colleague Supervision

• Under the direct supervision and direction of the Branch Manager or Market Manager, assists with managing the day-to-day operations at the branch, including answering questions and researching and resolving complex problems. Utilizes knowledge and experience in exercising discretion and independent judgment to facilitate complex transactions and resolve client relation problems. Keeps Branch Manager informed of all problems and resolutions.
• When issues arise, actively seeks possible alternative solutions and is ready to make recommendations to the Branch Manager/Market Manager.
• Exemplifies, by leading by example, and holds staff accountable for meeting or exceeding the Bank’s Mission, Vision, Core Values, and Golden Rules of Service. Solidifies a culture that exceeds expectations.
• Demonstrates a servant-style leadership that is selfless and compassionate. Creates a caring place to work that attracts, grows and retains the right people. Must be fun, positive and engaging while providing direction and fostering personal accountability.
• Ensures all Tellers and Personal Bankers have knowledge and a clear understanding of their job responsibilities; Bank products, services, policies and procedures; and regulatory banking requirements.
• Clearly communicates performance expectations to direct reports. In partnership with the Branch Manager or Market Manager, sets individual and team goals, conducts regular one-on-one and team meetings, provides on-going performance coaching, and promotes an environment where direct reports feel comfortable sharing opinions and providing regular feedback.
• Provides encouragement, motivation and empowerment to achieve or exceed goals. Inspires and leads team members to reach their full potential.
• Coaches individuals on performance expectations; goal attainment; how to resolve problems and overcome obstacles; professionalism; client service; effective communication; teamwork; and the FFB sales method. Ensures colleagues understand how their actions have a direct impact on client satisfaction and the Bank’s financial growth.
• Supervisory responsibilities include interviewing, hiring, and coaching new team members, as well as scheduling, monitoring/approving timesheets, managing attendance and overtime, promoting career development, and conducting performance evaluations.
• Supports the Branch Manager or Market Manager in maintaining the aesthetic appeal and effectiveness of the branch property and facilities.

Client Relations and Sales

• Enhances the client experience and the reputation of the Bank by warmly and sincerely greeting and engaging clients and providing superior client service. Actively participates in the Bank’s sales development program including direct generation of sales leads.
• Ensures the entire team at the branch creates a memorable client experience by proactively building, maintaining, and growing relationships through various communication channels. Coaches, mentors and holds staff accountable to provide a superior level of service by identifying clients’ needs and recognizing and acting upon opportunities to offer Bank products and services.
• Role models and coaches staff to engage in professionally curious conversations with prospective and existing clients in order to uncover service opportunities. Mentors and encourages staff to ask questions to understand what is important to the client and how the Bank can help meet the client’s financial needs. Uses a consultative approach while tailoring recommendations and solutions.
• Works to bring the client’s expectations in line with the Bank’s capabilities in order to achieve the client’s desired outcome. In every interaction, looks for ways to say “yes” to the client, adapting, as needed, to meet the ever-changing needs of our clients and the communities where we do business.
• Develops strong relationships with other colleagues at the Bank in order to introduce clients to specialists who can assist with specific financial needs.

Other Duties

• Keeps the Branch Manager or Market Manager informed of direct reports’ performance, progress toward goal attainment, and issues and concerns.
• Participates in Retail and Bank-wide meetings and ensures important information is communicated to staff.
• Exemplifies high standards in terms of work ethic, attendance, compliance with banking regulations, and following policies and procedures.
• As needed, assists with Teller Transactions and opens new accounts.
• Performs other relevant duties as assigned.
• Regular and reliable attendance is an essential function of the job.

EXPERIENCE REQUIREMENTS:

• Previous banking experience preferred. Must have at least 18 months of prior experience in customer service and retail sales demonstrating ability to manage and balance cash transactions.
• Previous supervisory experience preferred.
• Equivalent combination of education and experience can be substituted for stated qualifications.

EDUCATION REQUIREMENTS:

• High school degree or equivalent required.
• College degree preferred.

OTHER REQUIREMENTS (SKILLS, ABILITIES, CHARACTERISTICS):

• Goal-oriented with a strong work ethic and high integrity.
• Motivated to learn and assume greater responsibilities. Must possess a teachable spirit that is flexible and open to direct coaching and feedback. Exhibits a strong drive toward continuous self-development and learning.
• Excellent client-service and employee relations skills, displaying a friendly, outgoing, assertive, confident, and enthusiastic personality.
• Ability to interact positively with unsatisfied customers and resolve complex problems.
• Excellent supervisory skills, with proven ability to coach, mentor and motivate employees and handle sensitive employee concerns in a positive and effective manner.
• Strong sales aptitude and business development skills to market the Bank, identify banking opportunities, and if necessary, refer prospective and existing clients to the appropriate Bank colleague.
• Exceptional interpersonal and communication skills with the ability to effectively build relationships with a diverse group of people. Must be able to interface at all levels of the organization, build collaborative relationships across departments and teams, and display confidence when speaking with employees as well as internal and external customers.
• Ability to maintain the highest level of confidentiality, follow directions, and apply proper policies, procedures and guidelines.
• Excellent time management and established organizational skills leading to high accuracy rates in all areas. Must be able to effectively multi-task and prioritize.
• Proficient computer and technical skills, including the ability to use bank software products and branch capture equipment. Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Knowledge and understanding of retail compliance controls, risk management, and loss prevention.

ADDITIONAL INFORMATION

SUPERVISORY RESPONSIBILITY: Yes

WORKING CONDITIONS: Normal office environment.

PHYSICAL REQUIREMENTS:

• Ability to lift and carry cash drawers, coin bags, and boxes sometimes weighing over 25 pounds.
• May require long periods of typing and repetitive motion.
• May require long periods of standing or sitting.

EOE disability/vet