Under the direction of the Branch Manager, oversees and directs the daily operation of the branch. Provides exceptional customer service following the “The Service Associate Standards” while coaching and guiding the Service Associate Supervisor, Service Associates, and CSR.
The Assistant Branch Manager must meet The 5 Star Coaching criteria: Overall Branch Consumer Sales, Customer Service performance results, Operational Proficiency – Scorecard, Management Proficiency, and Professional Development of both staff and self.
Manages all aspects of daily branch activities including: Scorecard, GMT scheduling, problem resolution, policy, security and compliance. Ensures audited functions meet company standards within the timeframe designated.
Performs facility management functions for the branch including ensuring the maintenance and functioning of equipment, lighting, alarms, entry keys, outdoor grounds, ATM and signage.
Maintain security awareness by observing staff interaction with customers, observing lobby, monitoring cash levels, and processes, and being alert to suspicious customers.
Management Proficiency/Professional Development
Manages Service Associate Supervisor, Senior Service Associates, and CSR and their staff development through the use of Four Square Coaching, Morning Huddles, Branch Meetings, Reward and Recognition, Cross Training Program, Platform Training and Product Knowledge.
Ensures all branch goals are met or exceeded in a timely manner and individuals are developing according to their individual performance plan.
Communicates information through various channels to ensure entire staff is aware of new products, campaigns, and policies and procedures.
Coaches, trains and guides Service Associate Supervisor, Senior Service Associate, Service Associates and CSR in meeting or exceeding their sales and cross selling goals: Consumer Checking, Consumer Debit, Wealth Management, Business Checking, and Cross Selling bank products.
Inspires and motivates the team through example.
Ensures all staff delivers the “Service Associate Standards” of Customer Service exceptionally and consistently
Ensure branch staff is creating a welcoming environment, a positive experience with all issues being resolved quickly.
Manages new and existing customer relationships through direct contact or by telephone. Resolves customer questions and issues.
Performs Platform responsibilities: open and close accounts, transfers, change or close deposit accounts, checking accounts, processes loans, acts as liaison between customer and loan department, responding to customer inquiries regarding products and rates.
Bachelor’s degree or equivalency required with 1 to 2 years of relevant experience in banking, retail, sales or financial industry. Demonstrate strong communication, sales, and supervisory skills. Proven ability to interact in a positive and professional manner with customers, employees and peers. Must have PC computer skills including the internet, and Microsoft Office; Outlook, Word, and Excel. Notary and SBLI certifications preferred.
This position performs a variety of duties ranging from supervising the daily operations of the branch to business development, loan/mortgage processing, branch facility maintenance and branch operations. The position is also responsible for educating and communicating changes in policy and procedure to branch staff. The position works independently with guidance from manager on matters requiring clarification, interpretation or exception to organizational policies.
This position has a high level of access to customer information and employee records. Within the Bank the position has frequent contact at all levels with branch staff to exchange routine and technical information and to provide problem resolution and direction. External contacts are with customers and civic and community leaders to sell and promote the Bank’s products and services.
Directly supervises 1-2; total supervised 1 to 5. The position has responsibility for assigning, reviewing and checking work for both quality and quantity and overseeing work of employees performing work that varies from routine to diversified and somewhat technical.
Normal. The employee must occasionally lift and/or move up to 20 pounds.