Assistant Branch Manager

*This position is eligible for a Spanish proficiency pay differential*

SCHEDULE: Full-time; Monday through Friday (8:15 am- 5:45 pm), and every other Saturday (8:15 am – 12:15 pm). Average of 40 hours/week.

LOCATION: 590 W Forevergreen Rd, North Liberty, IA 52317

BENEFITS: Our employees are our most valuable assets, so we invest in them with a comprehensive and competitive benefits package. Our philosophy of taking care of the customer extends to taking care of our employees so that they, in turn, can take good care of themselves and their families. Join Hills Bank and let us surprise you with even more perks!

SCOPE:

Oversee daily branch operations and fulfill the sales and service role of a retail personal banker, leader and coach. The Assistant Branch Manager will be the staff resource and individual in charge in the Branch Manager's absence. They will assist the Branch Manager with the daily operations, coaching, sales tracking, and goal attainment.

ACCOUNTABILITIES:

Branch Operations:

• Manage all branch cash functions, including maintaining sufficient currency and coin to meet branch needs, while not exceeding appropriate levels, balancing vault, TCRs, and ATM cash and reconciling errors, and ensuring that individual cash drawers where utilized are maintained at appropriate levels. Performs quarterly audits as directed by the bank.
• Manage all cash handling equipment, such as coin counting machines, teller cash recyclers, and currency counters.
• Manage the needs of the branch facility in order to ensure that the building is maintained and daily operations function smoothly.
• Direct scheduling of the community room facilities, as applicable.
• Approve checks and other transactions according to Bank policies.
• Maintain adequate inventory of branch supplies (tickets, forms, check paper stock, etc.).
• Understand and ensure that activity in the branch meets Bank security and compliance requirements for areas such as robbery/safe cash handling, opening/closing procedures, Bank Secrecy Act (including large currency transaction reporting requirements), Customer Due Diligence, protecting confidential data, funds availability, and our Branch Procedures Outline (posted on Hey Sara).

Supervision of Staff:

• Assist the Branch Manager in the supervision of retail branch staff. Responsibilities include: interviewing, hiring and training teller staff, creating and maintaining teller work schedule, conducting weekly check-ins, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems.
• Provide assistance to the tellers/bankers with data entry, special or difficult internal transactions, or customer inquiries/problems.
• Provide follow-up guidance by instructing tellers/bankers in the handling of problem areas or transactions and reconciling errors as needed.

• Responsible for performing ongoing on-the-job training for all new tellers/bankers with the assistance of the retail trainers or other personnel as designated. Evaluate the progress of trainee and work with them to advance in the career path levels, making recommendations for advancement, further training, or termination.
• Conduct teller/banker huddles and skill builders to aid in communication, training, and skill development of retail staff.

Sales and Service Requests:

• Handle all typical banking transactions presented by customers in person, through drive up, via night depository, or mail.
• Handle cash and maintain an individual cash drawer/TCR in order to handle customer requests.
• Assist customers with entry into safe deposit boxes, ensuring all procedures are properly followed.
• Handle both routine and advanced maintenance and service requests and customer inquiries regarding existing accounts and services. Assist less experienced coworkers with questions or escalated cases as needed.
• Identify banking needs and recommend solutions for both prospective and current customers.

New Accounts:

• Support the Bank's overall sales efforts through direct sales of deposit products, consumer loans, and related services.
• Accurately, efficiently open various types of deposit accounts, such as checking, savings and money market accounts, certificates of deposit, IRAs, safe deposit boxes, and complementary services.
• Effectively handle consumer lending, credit card, and home equity requests.
• Ensure that new accounts and relationships are properly onboarded.

Relationship Management:

• Effectively develop, manage, and grow customer relationships through ongoing contacts, recognition of key life events, needs-based cross-selling, etc.
• Work within defined banking processes, such as customer service expectations, the 5 Step Retail Banking Conversation Model, Quarterly Action Plans, and New Relationship/New Customer Onboarding to help ensure a consistent, positive experience for customers and success for your branch team.
• Utilize the bank's Customer Relationship Management (CRM) system to plan for and personalize customer interactions and help develop corporate memory, manage referrals, and maintain appropriate entries regarding opportunities and interactions with customers. Continue to work with the Retail Opportunity List to manage your planned contacts with prospects, top household customers, and share of wallet customers.
• Proactively reach out to customers through one-on-one contacts, larger retail campaigns, and product promotions throughout the year. This effort will include contacting customers by phone, direct mail, and/or email.
• Maintain the necessary knowledge about bank products and services, and other departments' and coworkers' functions in order to be able to refer customers to other individuals or departments appropriately and effectively. Maintain ownership of and follow up on any hand-offs or referrals to ensure that they have been handled.

Other Duties:

• Actively participate in and/or coordinate office or bank events; represent the bank in professional associations, community organizations, local business groups, etc.

• Handle escalated service issues and assist bank personnel with questions on the status of accounts, bank statements, charges, interest, etc., in an efficient, courteous manner. This includes training, mentoring, and support of less experienced team members within the branch.
• Maintain educational and professional expertise through attendance at internal and/or external educational opportunities.

• Be a Notary Public.
• It is important to Hills Bank to be a good corporate citizen and support our communities. Employees are expected to participate in community activities throughout the year.

• Perform other duties as assigned.

EDUCATION AND SPECIAL REQUIREMENTS:

• High school diploma required. Prefer an associate's degree (AA) from a two-year college or technical school or bachelor's degree.
• Must have at least 4 years of Retail Banking experience (or outside experience determined to be equivalent)
• Must be able to lift 50 pounds.
• Must have the dexterity to count money.
• Supervisor experience helpful, but not required.
• This job requires skills needed in a typical office environment. This includes computer skills, as well as utilization of office equipment.

EQUAL OPPORTUNITY EMPLOYER