Branch Operations Officer

First Bankers Trust Company is seeking a Branch Operations Officer for our Mendon Branch—someone who values efficiency, leadership, and making a positive impact in the community we serve.

Why Join Our Team?

We offer a competitive benefits package designed to support our employees’ health, financial security, and work-life balance, including:

• Medical, dental, and vision insurance
• Employer-sponsored retirement plan with company match and profit sharing
• Paid time off, paid holidays, and additional leave benefits
• 12 hours of volunteering time off per year to help make a difference in your community
• Life and disability insurance
• Employee wellness and assistance programs
• Professional development and growth opportunities
• Opportunity to participate in special interest groups, such as Young Professionals, or one of our Employee Resource Groups

As a Branch Operations Officer, you will be responsible for overseeing the operations of an assigned bank branch. This position is highly focused on the operational needs of the branch, the leadership and staff management of the in-branch sales process as well as the customer service needs of the branch.  In addition, the position is tasked with staff hiring, training and development in an efficient way to meet the current and changing needs of the bank’s customers. This position will work closely with the Senior Branch Operations Officer, the Consumer Business Development Officer, and various other cross-functional departments.  The position will report to an assigned Business Development Officer within the Bank Branch network, but will oversight and support from the Senior Branch Operations Officer of the Bank.

Operations Management and Efficiency:

• Oversee all aspects of branch operations, including opening and closing procedures, cash management, inventory control, facility management and staffing and scheduling.
• Responsible for Branch staffing of the assigned branch.  Responsible for the branch hiring, developing and supervising of the branch’s Universal Bankers.
• Adhering to operational policies and procedures to improve efficiency and maintain compliance with company standards.
• Monitor and analyze key performance indicators (KPIs) to evaluate branch performance and identify areas for improvement, specifically focused on cost control and staff efficiency. 
• Performs daily branch balancing of cash with concentrated effort on tracking, balancing, and reducing bank miscellaneous losses.
• Ensure the branch maintains high standards of cleanliness, organization, and presentation.

Branch Sales

• Lead Role in driving the in-branch sales process and cross selling of bank products and services within the assigned branch.
• Provide leadership, supervision and governance of the Universal Banking team of the branch as it relates to the in-branch sales process within the assigned branch.
• Close collaboration with other revenue drives of the branch to support and cross sell bank products and services.
• Manage a portfolio of customers within the assigned branch.  Providing proactive communication with customers to provide service, support and communicate bank specials and/or new products.
• Oversee the SOAR retail business development program at the assigned branch.

Branch Service Quality

• Monitor and evaluate customer service standards at assigned branch and staff, identifying areas for improvement and implementing necessary measures and/or changes.
• Monitoring and analyzing the number and type of customer transaction levels at each branch – to support decisions on staffing, branch hours and emphasis on types of products to best serve our customers.
• Work across departments to best serve customer support needs – specifically the best way to handle customer call volume through the branch network, electronic banking department and deposit operations. 
• Assist team members with day-to-day customer service and compliance with established policies and procedures relative to bank operations and security. 
• Assessing and training of staff to develop and deliver training programs to enhance the customer service skills of branch staff.

Leadership and Team Management:

• Provide guidance, training, and performance feedback to ensure the team delivers exceptional service and meets sales targets.
• Perform all necessary management functions, including recruiting & hiring, scheduling, training, conducting evaluations, annual increase allocations, and disciplinary action as required.
• Motivate and inspire team members to achieve individual and collective goals.
• Foster a positive work environment that encourages teamwork, collaboration, and employee development.

Financial Management:

• Monitor and report on financial performance of the assigned branch – taking pro-active actions to achieve targets and meet established budgets.
• Collaborate closely Branch Sales Officer, Market Presidents, Region Presidents and other accountable team members to drive bank and branch performance.  
• Collaborate with the finance department to ensure timely and accurate financial and sales reporting.

Marketing and Promotions:

• Plan and execute promotional events, sales campaigns, and product launches.
• Stay updated on market trends, competitor activities, and customer preferences to adjust marketing strategies accordingly.
• Maintain visibility in the assigned branch community.  Lead or participate in community events as needed to represent the bank.

Compliance and Risk Management:

• Ensure compliance with company policies, procedures, and legal requirements.
• Works closely with Internal Audit to facilitate, execute and respond to branch audits
• Maintain a safe and secure working environment for employees and customers by implementing and enforcing security measures and protocols.
• Identify and mitigate operational risks and issues through proactive risk management and problem-solving.

• Bachelor's degree in business administration, retail management, or a related field (preferred but not required).
• Proven experience in retail management, with 3-5 years of branch management experience
• Strong people management skills, with the ability to motivate and develop a diverse team.
• Excellent communication and interpersonal skills to interact effectively with staff, customers, and stakeholders.
• Strong customer service skills 
• Ability to thrive in a fast-paced environment and multi-task daily job duties
• Exhibits comprehensive knowledge of the field's policies, procedures, and practices 
• Ability to address non-routine job related/technical issues and problems, and refers complex issues to higher-level staff
• Proficiency in using retail management software and Microsoft Office applications.
• Knowledge of retail industry trends, customer behavior, and market dynamics.

Our values reflect our culture:  Everyone is Valued, Do The Right Thing, Friendly Family, & Fun, Dream Big/Act Small, Accountability, Innovation

When you choose to become a part of the team at First Bankers, you are getting more than a job. What comes along with the daily work is making a difference in other people's lives, working closely with teammates who are people you enjoy, contributing to a bigger picture, balancing work and home commitments, and developing yourself and your career.  If that sounds like a good deal to you, apply for a position today.

Work Environment

This position typically works in a professional office setting. While performing the duties of this Job, the employee is regularly required to stand, move from one point to another, and use hands to manipulate, handle, or feel. The employee is frequently required to reach with hands and arms, speak, and hear. The employee will occasionally sit, stoop, lift, kneel, or crouch in the course of completing their job. The employee must occasionally lift and/or move up to 25 pounds. 

The salary range provided in this job posting represents what the company reasonably expects to pay for the position based on the minimum qualification requirements included at the time of posting. Actual compensation may vary based on factors including, but not limited to, individual experience, education, and skill level.

First Bankers Trust Company is an equal opportunity employer and supports diversity in the workplace. Qualified applications will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Our HR team will reach out to the applicants who meet the qualifications and are most closely aligned with the requirements of the position.

Salary : $44,369 - $56,000