AVP Senior Branch Manager - New Fairfield

The AVP Senior Branch Manager is responsible for achieving sales goals, while effectively and efficiently managing all aspects of a full service branch office that is complex or uniquely challenged.

Sales

In conjunction with Management, establish sales goals and objectives for branch coach team members to proficiency in all aspects of the USB sales & service process.

• Demonstrate a sense of urgency with achieving branch deposit, loan, investment, cross sell goals through individual production and by providing feedback and coaching to the team on sales & service results.
• Hold team members accountable for sales, service and operational excellence.
• Maintain a working knowledge of all USB products and services sold directly in the branch and consistently educate and reinforce USB products and services with staff.
• Keep current on products/services available from other business lines to aid in cross selling efforts.
• Model USB sales & service process and promote usage of all USB sales & service tools, job aids and playbooks.

Conduct and manage business development effort within territory along with assigned BBO as directed by Sales Manager. Develop relationships with area businesses, Realtors and other professionals.

Accompany commercial lenders and other business partners on business development calls. Refer sales opportunities to other departments or Bank affiliates in support of established objectives.

Actively source and facilitate Bank at Work opportunities.

Promote and/or sell SBLI products (maintain license if applicable).

Mentor other branches in the attainment of sales, service or operational excellence.

Participates in Branch Banking or Market level projects and task forces.

Work on cross line of business initiatives.

Customer Service

Coach team members to bring to life all aspects of the USB Customer Service Commitment Charter and the USB brand.

• Lead by example to create a positive branch environment that is friendly and welcoming. Demonstrate a positive and upbeat attitude for your teams and clients on a daily basis.
• Ensure staff's follows USB Quality Service Standards (adhere and ensure that employees follow the "it takes two to say no").
• Responsible for the branches achieving positive “customer service shops” (95% or higher) and positive customer service surveys.

Accountable for successful retention of customers.

Handle transactions accurately and efficiently, respecting the customer’s time.

Serve as a resource to branch team members resolving customer service issues to ensure satisfactory results.

• Elevate to higher management level when appropriate.
• Respond to customer complaints/concerns within 2 business days and look to resolve issues promptly.
• Set clear expectations for clients and ensure follow-up is taking place.

Maintain the highest levels of confidentiality and privacy of customer information.

Participate in community service groups/activities.

Promote and participate in lobby engagement

Finance Management

• Prepare and oversee branch budget reports.
• Achieve branch revenue and profitability goals.
• Review profit center accounting reports.
• Minimize employee overtime.

Risk Management

• Maintain the safety and soundness of the branch.
• Review branch compliance reports and audit reports; minimize and correct variances and exceptions; (coordinate when necessary with the Training Dept. to provide support and training).
• Monitor and manage branch RCI, teller difference activity, over drafts, charge offs and RIM.
• Comply with all S.A.F.E. Act regulations including keeping registration information (including but not limited to name, home address and work address) up to date and status as active.
• Provide N.M.L.S. registration number to consumers upon request and in all written communications in accordance with law, specifically on e-mail signatures and business cards.
• Comply with all requirements of the Fair Lending regulations.
• Comply with UDAAP (Unfair, Deceptive Abusive Acts or Practices) regulations

Human Resources

• Develop and retain high performing team members through leading, coaching and managing all aspects of sales, service. Provide timely and meaningful coaching feedback.
• Motivate personnel and promote workplace enthusiasm by providing a positive work environment; provide opportunities for professional growth through education/training; provide the tools/skills (cross train) necessary for employee growth at USB.
• Minimize employee turnover due to job dissatisfaction
• Ensure all team members are dressed professionally.
• Efficiently manage staffing schedules to ensure a quality customer experience.
• Manage HR processes for direct reports (performance/incentive/introductory period reviews, recruitment, career development, training, interviews, disciplinary/corrective actions, etc.).

This position is located at the New Fairfield Branch - 24 CT-39, New Fairfield, CT