Assistant Branch Manager

Function

Citadel’s Assistant Market Manager(Assistant Branch Manager) is responsible for delivering a positive banking experience for our customers.  The Assistant Market Manager maintains a strong mentoring relationship with staff to formulate a successful sales and service team.  This role also provides oversight of branch operations and adherence to Citadel’s established policies and procedures.

The Assistant Market Manager will motivate and lead a team to create an exceptional customer experience that cultivates long-lasting relationships.  This candidate will be required to actively identify, coach, develop, and support employees so that they can provide superior service to every customer. 

Through quality customer interactions that exceed expectations and are rooted in the guiding principles of Citadel Class Service, incumbent will establish a solid foundation of trust with each and every customer thereby position Citadel as the best choice for all their banking needs.

Key Duties and Responsibilities

Staff Development:

• Responsible for the execution of sales coaching using the GAME (Great, Assess, Match, Enrich) Model
• Create and conduct content for weekly huddles and monthly sales initiatives
• Responsible for the launch and ongoing management of major strategic initiatives
• Conducts sales activities to drive business into the branch; such as: in person or by phone with customers or prospective customers, community involvement, etc.
• Maintains awareness of individual and branch sales goals and status in achieving them
• Drives the employee experience.  Responsible for acquiring and retaining talent through the coaching and development of employees
• Assists in the performance management process for all employees
• Conduct daily observations and provide on the spot coaching and practical training to staff members to ensure that the branch office is complying with Citadel’s policies and procedures
• Encourage and reinforce all sales and service behaviors taught in training, including cross-selling activities
• Support the Market Manager in business development; participate in networking opportunities within the market area

Customer Service:

• Requires competency in Customer focus, relationship building, and influencing
• Partner with team members to make sure every interaction is a warm and welcome one
• Gain feedback from customers and make recommendations for products and efficiencies
• Handle escalated customer questions and concerns
• Perform all FSR and SFSR duties when needed based on customer volumes.
• Gain and Retain Customers

Retail Office Operations:

• Manage daily operations such as scheduling, cash ordering, reports, monthly audits, security checklists, etc.
• Maintain effective lobby and line management in order to deliver Citadel Class Service
• Meet and comply with all requirements set forth in the SAFE Act, including, but not limited to, successful completion of the required background checks and obtaining a unique identifier from the NMLS
• Remain compliant with the Bank Secrecy Act by completing annual BSA training.
• Other duties as assigned

Qualifications and Education Requirements

Work Experience

• 3 years of banking experience
• 1 year of Sales coaching experience
• PC literacy
• Ability to navigate multiple software applications
• Excellent verbal and written communication skills,
• Sound judgment and decision making skills, proven Sales skills, coaching, ability to prioritize tasks, strong interpersonal skills, professional appearance and demeanor
• Believes in coaching and the mentoring others
• Proven success in sales and is goal driven
• Self-motivated and ability to work independently of Market Manager when necessary by making difficult decisions and proving leadership for branch
• Ability to handle problems and provide a positive outcome 

Education

• Associates Degree or equivalent Citadel experience ; Bachelors Degree preferred