Description

Job Summary:

Works with Financial Center Sales Manager to meet/exceed sales goals, provide leadership and guidance to personnel to ensure successful daily operations of the financial center while working alongside the Customer Service Representatives; opening new accounts, expanding customer relationships and performing banking transactions. 

Essential Functions

• Manages financial center staff to meet/exceed financial center sales goals by mentoring/coaching the staff, using the CNA process to cross-sell additional products/services including Health Savings Accounts (HSA).
• Ensures staff provides superior service to the customers by servicing transactional needs, maintaining confidentiality and responding to customer questions/requests in a timely manner.
• Proficient at identifying customer needs, recommending specific products and/or services and closing on sales opportunities identified through the CNA process. Demonstrates knowledge of Health Savings Accounts.
• Oversees that financial center staff performs quality results-oriented onboarding calls to meet quota.
• Mentors/develops staff by providing on-going sales coaching. Provides feedback on; sales performance, writing reviews, making recommendations to reward performance exceeding standards and handling employee disciplinary issues in a professional, objective and impartial manner.
• Maintains a cash drawer, performs banking transactions and opens new accounts.
• Proficient in balancing the branch at the end of the day and finding transaction errors.
• Ensures staffing levels are adequate to meet needs of the financial center. This may involve; conducting interviews, hiring staff, complying with federal, state, and local employment laws and promoting equal employment opportunity efforts.
• Ensures staff complies with the Privacy Policy, bank procedures and regulatory/operational/security guidelines by instructing/guiding employees and performing internal financial center audit functions.
• Increases financial center efficiency and staff knowledge by ensuring employees are properly trained in banking transactions, customer service and cross selling skills, proper telephone etiquette and company goals.
• Expands customer relationships by making appropriate referrals, such as investments and mortgage/commercial loans when applicable.

Secondary Functions:

• Represents the financial center in the local community by participating in civic and community events and activities.
• Assists Financial Center Sales Manager with the financial center budget process by providing suggestions when preparing the annual budget goals and controlling staff overtime and supply expense.
• Identifies commercial loan opportunities when applicable and makes tele-consulting calls.
• Contributes to the team effort by working on special projects/reports, performing other job-related duties, and accomplishing related results.

Standards:

• Performs all standards of Financial Center Supervisor position.
• Financial center consistently meets deposit, deposit mix, fee income, and referral goals and aggressively strives to achieve personal sales goals as evidenced by sales reports and tracking forms.
• Demonstrates the ability to make results-oriented calls as evidenced by management observation during joint calls and CNA files.
• Consistently coaches staff in office and holds CSR’s accountable for meeting personal sales goals – coaching forms are thorough and demonstrate follow through in monitoring employee performance.
• Thorough understanding of ERB process and ability to coach staff in quality results-oriented sales interviews as evidenced by CNA folders and management observation.
• Employee performance reviews are thorough, accurate and submitted by due date.
• Receives favorable reports from support departments (Operations, EFT, HR, Lending, etc.) for own performance and performance of staff.
• Has minimal exceptions to and favorable comments on monthly Financial Center Control Checklists, semi-annual audits, and internal audit reviews.
• Demonstrates excellent customer service/sales skills both in person and on telephone as evidenced by management observation and properly completed CNA folders.
• Is actively involved in the community and finds ways to leverage those relationships into networking opportunities that result in new business as evidenced by sales reports.
• Ensures staff attends all mandatory training within timeline specified and additional training classes within reasonable timelines.
• Sets the standard for staff on professionalism, customer service, teamwork, attendance, and punctuality as evidenced by management observation.
• When applicable, makes quality referrals for commercial/mortgage loans and investments as evidenced by sales reports.
• When applicable, demonstrates initiative and proficiency in processing and approving all consumer loans within assigned loan authority as evidenced by sales reports, minimal errors reported by Consumer Lending Quality Control, and management observation.

Requirements

Physical Demands:

• Talking—Ability to express or exchange ideas by means of the spoken word.
• Hearing—Ability to receive detailed information through oral communication.
• Seeing—Ability to view a computer screen for an extended period of time and/or identify individuals visually.
• Standing—Ability to stand on feet for long periods of time.
• Walking—Ability to use feet and legs to move from one place to another specifically in narrow/confined spaces.
• Finger dexterity—Ability to work with fingers for handling coins or other small objects and use a keyboard.
• Reaching—Ability to extend hand/arms in any direction to move/handle objects.
• Lifting—Ability to lift and/or move up to 25 pounds.

Knowledge, Skills and Abilities:

• Associate’s Degree in related field or equivalent business experience required.
• Minimum 18 months combination banking and sales experience required, to include retail banking and consumer lending, 6 months with Liberty, preferred.
• Ability to utilize sales techniques to expand banking relationships and a strong knowledge of bank operations/products and compliance regulations required.
• Demonstrates leadership/decision-making skills and the ability to motivate/lead staff is required.
• Strong communication skills and the ability to communicate with all types of individuals, provide superior customer service and work well with others is required.
• Professional manner and a well groomed business-like appearance required.
• Flexibility to participate in civic/community activities and work a flexible schedule based on financial center need is required.
• Good basic computer skills and the ability to utilize industry-related software is required.

An Equal Employment Opportunity Employer/Minorities/Females/Veterans/Disabilities

PM19