Branch Manager Main

We will earn our customers' business every day, by being the very best at what we do.

FRANKLIN SAVINGS BANK

Functional Position Description

Branch Manager

EXEMPT

Service Criteria

All individuals holding positions within Franklin Savings Bank are responsible for conducting themselves in a manner consistent with FSB’s Pledge of Excellence.  The Pledge of Excellence describes standards of conduct that will be consistently demonstrated with customers and coworkers.  These include Accuracy, Quality Service, Professionalism, Confidentiality, Teamwork, Respect, Timeliness, Innovation, Communications, and Enjoying the Journey.  All employees are expected to be familiar with the descriptions of these standards and to understand the importance of consistently demonstrating them while performing their duties.

Supervisors, managers, and officers are furthermore responsible for conducting themselves according to the standards set in The FSB Pledge of Leadership, which they are expected to have a full understanding of.

Purpose

Following the bank’s Mission and Vision, this position is responsible for managing the assigned branch office in order to meet the financial service needs of customers in market area by providing efficient, accurate and professional service. The Branch Manager directly supervises assigned branch personnel and is responsible to ensure compliance with bank operating policies, procedures and outside regulatory requirements. This position is responsible for implementing various strategies to achieve branch goals as part of the bank’s overall strategic plan. Service will be provided to new and existing customers with a consistent level of quality, recognizing the need to retain and expand our customer relationships.

This position is accountable to the Retail Banking & Branch Administration Officer.

Duties and Responsibilities

Sales and Sales Management

·         Responsible for executing activities that meet the sales and profit objectives for the office. Provide input to these objectives and to the manner in which performance will be measured.

·         As a participant in the Retail Banking RoadMap Incentive Plan, must, at a minimum, meet individual and branch performance expectations which will contribute to the attainment of department goals.

·         When needed, serve as an active member of the customer service team, assess and handle customer’s banking needs, obtain and process customer/account information and transactions.  Sell bank deposit and loan products and services. Actively refer customers to appropriate business lines, such as Business Development, Commercial and Residential Lending, IFA, etc. This position may include consumer loan origination and closing, account opening and safe deposit transactions. Incumbents are encouraged to actively engage in their own advancement and continued development of knowledge and job skills. Individual skill development will be supported through ongoing training and coaching.

·         Accountable for the sales performance of the branch and assigned personnel. Regularly review sales reports to gauge individual and branch progress as it related to goal attainment.

·         Ensure that all sales and customer service reporting information is provided on a timely basis.

·         Regularly coach staff to ensure the utilization of all sales techniques, including exploring customers’ needs through the use of questioning skills and benefit statements to ensure a consistent and valuable customer experience.

·         Implement strategies to achieve goals assigned to the office as established in the bank’s overall strategic plan.

·         May represent the bank in the community by volunteering for various organizations that support networking with other businesses in the market and provides opportunities for growth.

Supervision and Administration

·         Responsible for the day-to-day operations of the office.

·         Ensure that the branch office is properly staffed and that staff is trained to meet customer service needs and sales and referral objectives. Provide training and regular and consistent sales and skills coaching.

·         Assist in the selection of new personnel as appropriate.

·         Assist in the termination of employees as needed.

·         Review employee performance throughout the probationary period and on an annual basis thereafter.

·         Organize, schedule and distribute work among assigned personnel.

·         Make certain that all office operations are performed in accordance with established bank policies and procedures (e.g., office balancing, control of cash vault, etc.). Make recommendations for changes/improvements as appropriate.

·         Provide for the proper security, maintenance, and cleanliness of the office. Supervise the opening and closing of the building and vault and make necessary provisions for the securing and accounting of negotiable instruments.

·         Ensure compliance with laws and organizational policies and procedures, designed and implemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior in the workplace.

·         Cooperate with, participate in, and support adherence to all internal policies, procedures and practices in support of risk management and overall safety and soundness; maintain compliance with all regulatory requirements. Ensure that the office and all personnel adhere to the same.

·         Keep personnel informed of pertinent policies and procedures affecting the office and/or their jobs. Create an atmosphere in which upward communication from employees is encouraged.

·         Ensure that all branch staff satisfactorily complete all required compliance training and comply with all regulations which apply within the scope of the position.

·         Provides for the proper security of all non-public personal information (NPPI).

·         Handle escalated customer issues to provide problem resolution and guidance when needed.

·         Regularly review customer complaints and provide feedback to improve processes that enhance the customer experience.

·         Regularly review reports to gauge branch growth, such as deposit trend reports, new account reports and other data as needed.

Business Development

·         Responsible for proactively acquiring new business banking clients and will work closely with Business Development and Commercial Lenders to utilize internal leads and networking with contacts and centers of influence as a source of customer acquisition.

·         Make outside sales and customer service calls to present and prospective customers to fulfill business development requirements.

·         Actively participate in community organizations, events and activities in a manner which reflects favorably on the bank.

Budget Management

·         Manage retail related expenses to budget.

·         Manage deposits with respect to established deposit projections.

Loan Origination

• Maintain a general knowledge of loan products, the loan process and document requirements for consumer installment loans.

• Interview and assess retail customer loan request.
• This position may require consumer loan origination and closing as well as equity loan origination and closing. This position may require the incumbent to complete Safe Act and regulatory and compliance training, apply for and maintain and active status with the NMLS to conduct mortgage transactions such as taking mortgage loan applications and/or offer or negotiate terms of residential mortgage loans.

*Note:  The duties outlined are representative only and are not intended to include all possible assignments to this position or position classification.  Additional duties may be assigned.

Skills/Experience/Training

·         High School Diploma or equivalent is required.

·         A minimum of three years retail sales or customer service experience with preference to experience in bank or similar setting.

·         A proven record of supervisory experience is required.

·         Good verbal and written communication skills.

·         Must possess solid coaching skills to encourage individuals and teams to achieve success.

·         Must exhibit strong customer orientation and be comfortable interacting with a diverse customer population. Must possess empathy and solid critical thinking skills, and a desire to do the right things for the customer.

·         Maintain strong knowledge of bank products and services.

·         Exhibit tact and diplomacy.

·         Good organizational skills.

·         Must have a valid driver’s license as travel throughout the bank’s service area is required.

·         A pre-employment evaluation may be required.

·         Position may require compliance with the Safe Act in order to become NMLS registered.

Working Conditions

Moderate physical effort and occasionally demanding work requiring dexterity, visual attention and application as needed for the operation of teller terminals, drive-up windows, personal computers and various other types of office equipment. May involve continuous standing and/or walking. Lifting is required in the transport of coin, currency and supplies. This is normally a seated position with the freedom of movement on a regular basis.

Well lighted and ventilated office environment.

*External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act, must be able to perform the essential functions (as listed) either unaided, or with the assistance of reasonable accommodations, to be determined by management on a case-by-case basis.

This job description represents an overview of the essential functions of this position. This is not a complete listing of all required duties. Specific duties may vary over time to meet the needs of the bank.

Franklin Savings Bank reserves the right to change the job duties as business requirements dictate. Employees will be expected to perform other reasonably related duties as may be required by Management.

Every employee works for Franklin Savings Bank, not just for a particular manager. Accordingly, employees are expected to act in the best interests of the bank, even if doing so requires actions and responsibilities not listed in the above job description.

Job descriptions are not intended as, and do not create, employment contracts. The bank maintains its status as an at-will employer.

Equal Opportunity Employer/Veterans/Disabled