Assistant Branch Manager

JOB DESCRIPTION

JOB TITLE: Assistant Branch Manager

DEPARTMENT: Retail Operations

LOCATION: Greenwood -Stones Crossing

REPORTS TO: Branch Manager

LAST REVISION: 1-15-25

Citizens Bank is an Equal Employment Opportunity Employer that encourages minority, females and veterans to apply. Citizens Bank participates in E-Verify.

Summary of Job Responsibilities:

The Assistant Branch Manager (ABM) supports the Branch Manager by overseeing day-to-day branch operations, ensuring high levels of customer service, and leading a team of tellers and personal bankers. This role serves as the "Customer Champion," providing exceptional service and building lasting customer relationships. The ABM is responsible for managing branch activities, ensuring compliance with bank procedures, and supporting the training and development of their branch staff.

Essential Duties:

1. Customer Service & Team Leadership:
   • Lead by example to deliver superior customer service, integrating service standards into branch culture.
   • Coach and develop tellers and personal bankers to ensure high engagement and a skilled team.
   • Serve as the primary point of contact for escalated customer issues, ensuring timely and effective resolution.
2. Branch Operations:
   • Oversee branch operations, ensuring compliance with bank policies and financial institution procedures.
   • Monitor transactions for irregularities, identifying suspicious activity to protect the bank and customers.
   • Supervise daily duties of front-line staff, including:
     • Balancing transactions, ATMs/ITMS, night deposits, and recyclers.
     • Assisting with cash drawer balancing and quarterly audits.
     • Ensuring dual control procedures are followed.
     • Approving timecards and scheduling.
     • Ordering, shipping, and receiving vault cash and coin.
     • Completing end-of-month reports.

1. Compliance & Security:
   • Ensure compliance with all regulatory requirements, including Bank Secrecy Act (BSA) and Anti-Money Laundering (AML) regulations.
   • Follow security procedures and safety protocols to minimize risks, including exposure to potential robbery conditions.

1. Training & Development:

• When they hire a new Banker, the Banker will go through initial training through HR and will go through training at the Heartland Training branch. When the new Banker arrives at their branch, the ABM is responsible for ensuring the new Banker follows all protocols and procedures as defined by the training they attended for opening new accounts, consumer lending, and other branch operations.

1. Procedure & Process Improvement:

• Collaborate with branch teams to identify and implement operational improvements.

Performance Factors:

To perform the job successfully, the applicant should demonstrate the following skills:

1. Sales & Customer Relationship Management: Knowledge of bank products and services, with a strong ability to assess customer needs and build lasting relationships. Skilled at making appropriate referrals to bank partners and meeting/exceeding sales goals.
2. Communication: Clear, professional verbal and written communication. Active listening skills and the ability to convey information accurately and constructively.
3. Problem Solving: Ability to identify, analyze, and resolve issues quickly and efficiently.
4. Attention to Detail: Consistent, accurate work with a strong focus on compliance with banking standards and procedures.
5. Job Knowledge & Development: In-depth understanding of branch operations, with a commitment to continuous learning and development.

Minimum Level of Performance and Training Normally Required:

1. High school diploma or equivalent.
2. Two years of progressively responsible experience in a financial or other service-to-sales based organization, with prior supervisory experience
3. Must meet and maintain the bank's performance standards.
4. Experience in training entry level and/or management is highly preferred.

Working Conditions:

1. Minimal discomfort from environmental factors such as noise or heat.
2. Requires standing for extended periods during customer service activities.
3. Exposure to potential robbery situations, with proper training and protocols to minimize risk.