Assistant Branch Retail Manager

PRIMARY PURPOSE OF JOB

Assists Branch Retail Manager with outside sales initiatives working toward the primary goal to acquire, expand and retain customer relationships. Assists in developing new deposit business and acts as primary liaison in handling branch operational issues while also acting as a financial liaison to customers.

EXPECTATIONS OF ALL SOUTHERN BANK TEAM MEMBERS

• Southern Bank team members are a family, rooted in the communities we serve and working together to be the best in our industry, utilizing innovative ideas and strong products. The Southern Bank Patch illustrates these ideals.
• Ensures the confidentiality of customer non-public personal information and secures information systems to comply with bank regulations.

ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS

Sales/Customer Service

• Assists Branch Retail Manager in acquiring, expanding and retaining customer relationships by partaking in business calls;
• Takes ownership of the customer experience, including opening accounts with other products conveyed to the customer and resolving services issues as appropriate through follow-up;
• Develops new customer relationships and/or retains and expands existing relationships by proactively listening and identifying customer opportunities utilizing fundamentals of cross-selling to achieve personal and branch goals and when necessary will work cooperatively with appropriate internal team members;
• Proactively educates customers on utilizing available access channels;
• Under the direction and supervision of Branch Retail Manager, supports and delivers sales efforts to enhance and retain the retail customer base;
• Actively participates in business development opportunities (e.g. phone out-reach, community events or groups, meetings with local businesses) to establish visibility in the community and drive business to the branch;

• Resolves difficult customer situations effectively, while delivering friendly customer service and ensuring the highest level of customer satisfaction.
• Prepares and compiles more complex new customer data to open new accounts including, but not limited to, commercial/business checking, individual, retirement accounts, trusts, estates, IOLTA’s, representative payees, etc.;
• Maintains proficiency in bank products and services such as internet banking, bill pay, mobile banking, mobile deposits, card valet and other customer products;
• Maintains thorough knowledge of bank regulatory requirements included, but not limited to, Bank Secrecy Act, Regulation CC, Regulation E, Customer Privacy and Information Security;
• Maintains the level of trustworthiness, character, professionalism, confidentiality and honesty in dealing with internal or external customers.

Personnel Management:

• Assists, trains and mentors all branch retail staff;

• Assists with training on new branch initiatives, marketing and new products by working with the Regional Operations Coordinator and Branch Retail Manager;
• Supervises and observes employees in action; provides both formal and informal coaching on an ongoing and consistent basis to establish best sales practices and to provide excellent customer service;
• Assists Branch Retail Manager in promoting teamwork in the branch to ensure a positive overall customer experience in all huddles, branch communications and meetings;
• Assists with completion of delivering performance evaluations to team members;

Branch Management:

• Acts in the capacity of the Branch Retail Manager in their absence;
• Consistently looks for opportunities to improve branch profitability and deposit growth of the branch;
• Assists with motivating employees by incorporating the Bank’s Patch and the branch’s goals into daily communications and by recognizing and rewarding staff for their contributions;

• Assists with branch security oversight and training;
• Maintains thorough knowledge of procedures required for ATM/ITM settlement, night depository, vault cash, safe deposit, opening/closing procedures, ordering cash, and preparation of cash for shipment and receipt of cash shipment;
• Maintains reliable attendance with the ability to work a schedule that may include working overtime, nights, weekends and holidays;
• May be asked to assist at various branches across Southern Bank’s footprint; and,
• Performs any and all other duties which may be assigned.

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent understanding of the Bank’s products and services;
• Proficient in business products (i.e. Cash Management, Remote Deposit Capture)
• Demonstrated positive and helpful attitude toward both internal and external customers;
• Good interpersonal communication skills, including the ability to use effective communication skills, understand procedures, and speak clearly to customers, employees and supervisors;
• Good computer skills; and,
• Excellent customer service skills.

EDUCATION, TRAINING AND EXPERIENCE REQUIREMENTS

• Associates degree or High School diploma and 3 years bank/finance sales and customer service.

CORE COMPETENCIES

Family & Trust: Southern Bank team members build relationships based on trust and mutual respect, maintain an inclusive and honest environment and uphold integrity and transparency in all interactions.

Rooted & Service: Southern Bank team members are committed to serving customers, communities and teams with purpose, professionalism, and respect, while effectively communicating and actively listening to meet their needs.

Innovation & Strength: Southern Bank team members foster collaboration and continuous improvement, encourage visionary thinking, and strive for excellence to drive the organization forward.

Building a Successful Team: Using appropriate methods and a flexible interpersonal style to help build a cohesive team; facilitating the completion of team goals.

Building Customer Loyalty: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.

Quality Orientation: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.