Retail Service Manager - Cotati

This position is scheduled 40 hours per week, consisting of 8:30 to 5:30 Monday through Friday. The schedule is subject to change based on the business needs of the Bank.

POSITION SUMMARY:

The Retail Service Manager is responsible for balancing customer needs, leading sales efforts, ensuring regulatory requirements are met and guaranteeing sound operational practices are followed. The Retail Service Manager leads their team to deliver a superior customer experience, and is the primary resource for operational leadership and knowledge.

ESSENTIAL FUNCTIONS:

Operations Leadership: 35%

• Responsible for branch operations, including responsibility for all operational audits, ensuring compliance and mitigating risk
• Demonstrate sound decision making by approving more complex and higher dollar exception items within approved limits.
• Communicate sales goals, execute sales promotions and marketing programs, and ensure branch goals are met or exceeded.
• Act as a resource for operational knowledge and leadership
• Demonstrate sound decision making by approving exception items and transactions; through the review of overdrawn accounts and determination on whether or not to pay items; and by identifying when situations require escalation or knowledge from an outside resource, and how to effectively access that resource to ensure a superior customer experience.
• Lead daily operational tasks ensuring compliance and risk mitigation; ensure operational tasks occur within required time frames including routine guide, payroll approvals, and callback.
• Process and audit bank transaction activities, including daily overdrafts, vault/counting cash, night drop, ATM procedures and certifications.
• Serve as the escalation point for more complex customer issues, help troubleshoot and identify solutions, and provide exception approvals.
• Audit, correct, and update records, files authorizations, etc. held at branch.
• Cross-train employees on various positions and tasks within the branch.
• Collaborate with Branch Manager on recruitment and selection of branch staff.
• Responsible for training, and performance feedback for employees.
• Set the tone regarding goals and expectations for the branch team. Frequently communicate the Bank’s strategic direction, goals, products, and programs to team and help them connect their work to the Bank’s results.

Management: 30%

• Monitor and adjust staffing for transaction patterns to ensure adequate staffing. Partner with other Retail Service Managers to assign staff as needed to cover for absences.
• Recruit, select, train, and provide leadership and performance feedback for direct reports.
• Recommend wage adjustments, staffing and work assignments.
• Approve department expenditures within authorized limits.
• Conduct regular staff and coaching meetings with direct reports.
• Recommend and monitor budget and strategic plan.
• Approve expenditures within authorized limits.
• Manage the processes and procedures to improve branch productivity.
• Implement and monitor Bank policies and procedures.
• Attend internal and external management meetings and represent the Bank at external functions and activities.

Customer Experience: 20%

• Perform Relationship Banker duties as needed to ensure an optimum customer experience.
• Resolves customer complaints in branch to ensure a positive customer experience.

Sales: 15%

• Responsible for all inside sales efforts
• Design and conduct regular product knowledge and sales coaching and training meetings
• Provide leadership and support of sales efforts through one-on-one coaching, branch huddles, and brainstorming creative solutions to customer needs.
• Demonstrate and assist management to lead branch to grow the business following the Relationship Banker Model including making a connection, discovering needs, sharing recommendations and growing relationships.
• Determine financial needs of customers and offer appropriate products.
• Identify cross-sell opportunities and refer customers to other Bank partners for additional products.

Other Duties:

• Perform other duties as assigned

SUPERVISORY RESPONSIBILITIES

Responsible for coordinating the work of one or more business function or department. Oversees performance of direct reports, strategizes employee productivity and implements company policy to their team. Typically manages exempt employees.

MINIMUM QUALIFICATIONS

Education and Experience:

A combination of education and experience equivalent to as associate’s degree in business administration or related field; and knowledge typically gained through a minimum of five years progressively responsible experience in branch operations.

Licenses and Certifications: 

• This position requires National Mortgage Licensing System (NMLS) registration in accordance with the terms of the Safe Act of 2008.
• Must maintain a valid CA driver’s license.

Knowledge, Skills and Abilities:

• Thorough knowledge of managerial principles, practices and techniques.
• Thorough knowledge of relationship banker operations.
• Thorough knowledge of State and Federal banking regulations.
• Thorough knowledge of equity and non-equity consumer loans including lending requirements, loan process, and related software products.
• Knowledge of all banking systems.
• Knowledge of business and consumer products and services and ability to refer.
• Skills operating a personal computer including word processing, spreadsheet, presentation and banking software.
• Ability to attend early morning and after hour meetings and events.

Physical Requirements: 

Ability to stand, bend, stoop, sit, walk, twist and turn. Ability to lift up to 15 pounds occasionally. Indoor office work environment with a majority of time spent standing and/or sitting alternatively at a desk or teller window. The employee must be able to work schedules that meet the needs of the business, which may include early morning, evening and/or weekend hours.

Compensation

This is an exempt position with an annual salary range of $63,000 to $87,000. The compensation offered will fall within this range commensurate with the candidate's applicable experience, education and skills.

Salary : $63,000 - $87,000