JOB SUMMARY

Under the supervision of the Branch Manager, the Assistant Branch Manager (ABM)/UBII is responsible for providing exceptional customer service while conducting transactions in an accurate and timely manner. Responsible for the sales and servicing of all bank products and services consistent with Bank policies and regulations. The ABM/UBII is expected to identify sales opportunities, cross sell products and services including referrals to branch sales team and brokerage personnel. The ABM assists in overseeing the team to ensure adherence to service standards, policies and procedures, and model/coach proper behaviors. The ABM/UBII must be proficient in instructing others in performing a variety of job responsibilities. Sets the example of meeting and/or exceeding the expectations of the Assessment/Deployment Coaching process; sales, service, operations, and cross training/personal development.

P RINCIPAL RESPONSIBILITIES

Lead the team to actively support branch sales. Providing team with coaching and guidance.

Drive team sales goal attainment. Model appropriate sales techniques.

Lead Team Sales Meetings, Sales Campaigns, and Branch focused sales events.

Maintain current and accurate records of sales tracking results.

Achieve personal goals in the areas of quality account opening and referrals of consumer and business accounts.

Cross sell products and services, such as business products, consumer checking, debit cards, E-banking, and other referrals to established affiliates; appropriately to every customer by identifying needs and providing solutions. Providing coaching to the team to achieve their cross-sell goals.

Able to open all account types, originate and close loans.

May need to serve in other roles of the team as necessary.

Takes ownership of all referrals to sales team acting as a liaison between customer and sales partner.

Responsible for Providing Exceptional Customer Service

Provides efficient, effective, and courteous customer service. Act as a role model to the team and ensures delivery of the same.

Consistently deliver service by acknowledging customers immediately, making eye contact, using the customer’s name and giving undivided attention. Using standard greetings and farewells and thanking the customer for banking with us. Hold team accountable to do the same.

Constantly look for ways to improve the customer experience and communicate those ideas to branch management.

Manage new and existing customer relationships through direct contact, phone or email and build those relationships to encourage business retention.

Complete all work with accuracy and in a timely manner.

Addresses customer complaints as outlined by the Bank Policy. Ensure timely resolution of any concern’s customers may have.

Ensures a welcoming environment in the branch as well as proper appearance of building, grounds, furniture and equipment.

Manage all aspects of daily branch activity: including scheduling, sales and operation reports, observing interactions with customer, lobby leadership, and monitoring operations.

Perform operational functions and adhere to the policy and procedure as is outlined in our Bank’s manuals (i.e., Reg. CC, BSA, etc.). Ensures team adherence. Maintains and oversees wire authority of up to $75,000.

Maintains a unique Identifier number through the NMLS Federal Registry. Is responsible to provide the unique NMLS number to mortgage applicants as required and requested, number must be included on all written, and electronic communication including, telephone voicemail, text messages, and email signatures and business cards.

Perform functions such as answering phone, filing, safe deposit box escort, audits, etc.

Performs all duties in accordance with prescribed regulatory compliance guidelines and hold team accountable to the same.

Complete audits and enforce proper security and procedures.

Responsible for opening and closing branch.

Responsible for Leadership and Coaching

Participate in the interview process and termination recommendation process.

Conduct the performance review process. Including performance improvement plans.

Provide and identify ongoing coaching, training, development, goal setting and recognition of team.

Recommend procedural changes and communicate them to branch management.

Responsible to ensuring new hire onboarding is being completed and understood.

Continuously strive to improve personal development through policy, product, and banking knowledge.

Attend relevant seminars and courses to update and advance knowledge and skills.

Participate in community and professional relationships for the benefit of the bank.

Maintain current knowledge of Bank’s products and services as well as policies and procedures and ensure team understands them.

Volunteer for special projects within the scope of your job responsibilities including CRA eligible activities.

EDUCATION/EXPERIENCE REQUIREMENTS

Bachelor’s degree or equivalency required with 1 to 2 years of relevant experience in banking, retail, sales or financial industry. Demonstrate strong communication, sales, and supervisory skills. Proven ability to interact in a positive and professional manner with customers, employees and peers. Must have computer skills including the internet, and Microsoft Office; Outlook, Word, and Excel. Notary and SBLI certifications preferred. Regular attendance is an essential function of this position.

INITIATIVE

This position performs a variety of duties ranging from supervising the daily operations of the branch to business development, loan/mortgage processing, branch facility maintenance and branch operations. The position is also responsible for educating and communicating changes in policy and procedure to branch staff. The position works independently with guidance from manager on matters requiring clarification, interpretation or exception to organizational policies.

RESPONSIBILITY

Most errors easily detected and corrected. Judgmental errors or poor decision making could cause regulatory problems or impact Bank operations. Accounts not opened correctly could allow for fraud to occur. This position has a high level of access to customer information and employee records. Within the Bank the position has frequent contact at all levels with branch staff to exchange routine and technical information and to provide problem resolution and direction. External contacts are with customers and civic and community leaders to sell and promote the Bank’s products and services.

SUPERVISION

Directly supervises 1-2; total supervised 1 to 5. The position has responsibility for assigning, reviewing and checking work for both quality and quantity and overseeing work of employees performing work that varies from routine to diversified and somewhat technical.

POSITION CONDITIONS

Normal. While performing the duties of this job, the employee is regularly required to sit; stand; use hands to finger, handle controls; and talk or hear. The employee is required to stand; walk; reach with hands and arms; and stoop, or kneel. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, monitoring computer screens for long periods of time and the ability to adjust focus.