Merchants Bank has an opening for the leadership position of Retail Banking Manager in our South Region. This position can work out of any of the following locations: Onalaska, La Crescent, Caledonia, Spring Grove, Lanesboro, Rushford, Rochester or St. Charles.
This position is responsible for providing leadership and direction of all retail banking activities, customer experience delivery and engagement in coordinating community-engagement activities for the region. The individual will be held accountable for management of market activities in a manner that ensures both short-term and long-term profitability of the Bank, and in alignment with the Company’s return on investment expectations to Shareholders. The individual is expected to create a work environment that results in equitable treatment, a welcoming environment for all stakeholders and nurtures the growth & career development of employees.
This leadership role specifically is accountable for retail deposit customer relationship management, retention and growth, customer experience consistency for all branch retail operations in alignment with Company’s exceptional experience performance standards, consistent adoption and application of all defined processes and procedures to meet customer experience expectations within the appropriate risk management framework established for the Company.
The position also requires knowledge of and ability to deliver all consumer credit product, which may include managing a retail loan portfolio with expectation to mentor and coach other bankers who have responsibility for delivery of consumer credit products. Serves as the Compliance Officer for the Region.
5 years experience in retail banking required along with a high level aptitude in financial analysis. Excellent communication skills are required with all segments of the bank’s internal and external customer base. Must have the ability to handle sensitive and confidential situations.
Please click on Apply Now or apply in person at any Merchants Bank location. Questions can be emailed to hr@merchantsbank.com. Merchants Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.
Essential Duties:Culture:

• Represents Merchants Bank within the Market in a manner aligned with our aspiration to be the financial institution of choice and recognized as a top business leader in the community.
• Exemplifies exceptional customer experience standards by modeling the way in the market.
• Focuses on staff development, coaching and team building and serves as a mentor to inspire others.
• Contributes to expectations in areas of transparency and communication to ensure internal stakeholders on the team have a strong connection to the strategic direction of the Company.
• Embraces and embodies the “One Merchants” culture of responsibility – setting the tone, living our core values and holding others accountable through a collaborative process of ongoing and consistent improvement efforts.

Coaching and Mentoring:

• Manage the Retail departments for designated branches and supervise/lead staff to create a unified team.
• Direct reports include: Universal Banking Managers for designated branches
• Engage with Universal Banking Managers to provide ongoing coaching and mentoring to all Universal Bankers & Lead Tellers to enhance their skills, knowledge, and professional growth.
• Foster a positive and collaborative work environment that encourages teamwork, open communication, and a strong customer service culture.
• Responsible for working in collaboration with the Director of Retail, Teller Administrator and the Risk Management department on fraud prevention and response as follows: support, policies, procedures, training, enforcement.
• Engagement with Universal Banking Managers around Voice of the Customer feedback.
• Involvement in strategic projects and internal committees relating to retail operations is a requirement.

Lending:

• Oversees delivery of consumer credit products for assigned branch network.
• Provides coaching and mentoring to other bankers who have responsibility for delivery of consumer credit products.
• Establishes effective working relationships with customers; obtains necessary information to determine creditworthiness to make sound financial decisions for real estate and non-real estate customers.
• Initiates the preparation of the appropriate loan documentation ensuring all terms and conditions are accurate and as agreed.
• Must be willing to collect on loans.
• Adheres to all policies, procedures, and regulations.
• Provides ongoing account maintenance to customers; responds to customer inquires and concerns in a timely, accurate, and professional manner.
• Responsible for individual loan, fee income and cross-sale/referral goals, and expected to participate in over-all department, bank and MFGI goals.
• Customer confidentiality and confidence are critical to the success of this position.

Community Involvement / Business Development:

• Responsible for community visibility and involvement in civic organizations and bank sponsored functions to increase potential customer contacts. Projects professional image to the public.
• Provide leadership in key community activities including business, charitable, civic and social organizations to maintain a proper, responsible citizen stature for the Bank(s).
• Enhance and create new relationships with prospects and customers through business development.

Support of Merchants’ core mission, values & stakeholder commitments:

• Employee will contribute to a positive working environment through words and actions.
• Employee will ensure that internal and external customers receive outstanding service.
• Adhere to attendance expectations of the job.
• Complete compliance and product knowledge assignments in a timely manner.
• Participate in developing and obtaining goals and objectives that align with the strategic plan.
• Recommend new approaches, policies, and procedures to effect continual improvements in efficiency of the retail department.
• Maintain the highest standard of ethical behavior and personal example.

Competencies:

• 5 years experience in retail banking required.
• Must possess high degree of ability/aptitude in financial analyses.
• College degree or equivalent business experience.
• Other areas critical to the position are: sales ability/customer orientation, confidentiality, and interpersonal communication.
• Preferred experience includes roles as Teller, Deposit Services, and Consumer Lending.
• Must also obtain insurance license to sell credit life and disability insurance.
• Must possess strong computer skills.
• Must have excellent customer relations skills and demonstrate ability to consistently display a positive and professional image at all times when representing the Bank.
• Must be skilled at handling sensitive and confidential customer and employee situations.

Physical/Mental Demands:
Work involves sitting at a desk most of the time. A negligible amount of strength for lifting, carrying, etc. Requires average ability in finger dexterity to operate various business equipment, such as computers, calculators, copiers, etc.
Working Conditions:
Predominately inside working environment. However, will be required to meet and assist customers outside the Bank that will involve various working conditions. No environmental hazards such as chemicals. May be asked to assist in certain activities relating to collections that would expose individual to outside Bank environment on a limited basis.
Relationships:
This position is a direct report of the Regional President with a dotted line to the Director of Retail for fulfillment of position functions and proper interpretation. Must conduct self in a manner that will ensure a harmonious office climate and enhance overall branch. May be called upon to participate in outside community projects.