Branch Administrator/Client Services Manager

Description

The Branch Administrator/Client Services Manager supports the Branch Manager in overseeing daily branch operations in Wabash, supervising staff, and ensuring compliance with all applicable banking regulations. This role serves as acting manager in the Branch Manager's absence, resolves complex customer issues, supports sales growth, opens new accounts, and coaches team members to achieve performance and service goals.

Key Responsibilities

Customer Service & Account Management

• Open and service consumer accounts including checking, savings, IRA, and HSA accounts
• Process and close consumer loans
• Manage complex customer transactions and resolve escalated service issues
• Review obituaries and ensure appropriate account holds and required documentation are completed
• Court orders, tax levies, & subpoenas
• CDAR/ICS accounts

Operational Training & Oversight

• Learn and perform vault management, cash handling, and security procedures
• Ensure daily balancing and resolution of cash exceptions and offages
• Serve as a backup teller as needed
• Balance the ATM, manage cash levels, and perform branch opening and closing procedures
• Ensure compliance with security policies and financial regulations

Sales & Relationship Development

• Develop and maintain strong customer relationships to retain and expand business
• Drive branch sales through effective product recommendations and cross-selling
• Support customer relationship management initiatives

Staff Development & Scheduling

• Mentor and coach tellers on product knowledge, cross-selling, and customer service excellence
• Assist with team huddles and staff communication
• Oversee the teller line, including staff scheduling, training, coaching, and support during
• Performance reviews

Administrative & Branch Support

• Maintain inventory of branch supplies
• Prepare performance and operational reports
• Coordinate building repairs and maintenance schedules

Leadership & Compliance

• Act as Branch Manager in their absence, ensuring continuity of operations
• Maintain knowledge of and comply with all regulatory requirements, including BSA and OFAC
• Participate in bi-weekly branch meetings by reviewing products, policies, and procedures with staff
• Attend management meetings as required
• Participate in training programs, schooling, and seminars as offered
• Perform other duties as assigned

Requirements

Education & Experience

• High school diploma or equivalent required
• Minimum of 3-5 years of banking experience or equivalent work experience
• College coursework in Business or a related field preferred
• Location: Wabash, Indiana - non-remote position

Skills & Competencies

• Strong customer service and interpersonal skills
• Excellent attention to detail and accuracy
• Strong organizational and time-management skills
• Effective problem-solving and decision-making abilities
• Ability to collaborate effectively in a team environment

Physical Requirements & Work Environment

This position is performed in a branch office environment and involves frequent interaction with the public. The role requires prolonged periods of sitting and standing, use of computers and standard office equipment, routine handling and counting of cash. Physical activities include bending, reaching, kneeling, grasping objects, lift, carry, or move cash drawers, coins, supplies, or equipment weighing up to 50 pounds as needed.