Location: 422 Broad St., Kingsport, TN 37660
The Associate Branch Manager (grade 8) is responsible for assisting the Branch Manager or Retail Market Leader in administering and directing sales/business development, marketing and operation of a branch office. Manages activities, which promote growth and reinforce the objectives of the relationship banking and quality service programs; oversees daily banking office functions; ensures compliance with all policies, procedures and operating regulations. This position reports to the Branch Manager and has a sound working knowledge of the Branch Manager’s responsibilities in order to act as back-up during the manager’s absence. This position is responsible for ensuring operational efficiency of the branch office through adherence to established procedures. This position is also responsible for making sound and timely decisions relative to accepted standards of customer service, workflows, and the implementation of new procedures.
Responsible for ensuring that all business transactions and practices are in compliance with legal and regulatory requirements, as well as with HomeTrust Bank policy.
Processes a variety of routine financial transactions including check cashing, withdraws, deposits, and loan payments. Balance cash drawer, counting currency and coin accurately. Assist customers in determining the types of account that will meet their financial needs. Opens and processes all types of deposit and consumer (including HELOC) related accounts. Cross-sells other bank services and refer customers to other departments as appropriate. Answers questions and/or resolves complex technical problems on customer accounts. Provides exceptional customer service.
Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on – the – job training. Keeps up to date on regulation changes. Follows all Bank policies and procedures, compliance regulations, and completes all required and/or job- specific training.
Actively learns, demonstrates, and fosters the HomeTrust corporate culture in all actions and words. Takes personal initiative and is a positive example for others to emulate.
May be responsible for vault and/or ATM as branch needs demand. Fulfilling vault duties requires successful completion of vault teller test.
Specific Job Functions:
Drives branch performance results to meet/exceed branch sales/service goals.
Responsible for day-to-day management of branch operations to ensure efficiency and compliance with operational and security policies.
Provides guidance and training to branch personnel on operating problems, handling of exceptions, adjustments, and sales.
Ensures fast, courteous and efficient customer service is maintained in banking office.
Supervises all branch operations.
Develop Sales and Service Associate staffing schedule utilizing the Verint Staffing software.
Confers and participates with Branch Manager in resolving personnel problems, including hiring, scheduling of employees’ hours, & rating performance.
Oversees physical maintenance of the banking office to ensure an attractive, functional and well-maintained appearance.
Opens new accounts, process general account transactions and respond to questions concerning all bank products and services.
Reviews internal control structure of Branch on an ongoing basis.
Generates monthly reports for review: teller outages, teller cash, teller transaction, overdraft charge off, bounce protection and etc.
Monitor Equipment needs and communicate to appropriate departments
Ensures branch has and maintains clean audits.
Cross-sells and refers financial institution products and services as appropriate.
Responsible for accurately maintaining the branch vault and ATM(s).
Performs other duties as requested.
Familiarity with all federal and state banking regulations, including, but not limited to the Bank Secrecy Act and the USA Patriot Act.
Skilled sales/service leader with thorough knowledge of the sales/service process.
Proven developer of sales/service teams.
Thorough knowledge of all HomeTrust retail consumer products and services.
Knowledge of loan and deposit processing functions and related requirements and procedures.
Excellent attention to detail, organizational and communications skills.
Successful completion of in-house training programs.
Successful completion of HELOC training/any required lending related training within one year of accepting position.
Physical and Mental Qualifications:
Ability to understand and use Bank policies and procedures to support positive customer interactions.
Ability to communicate in a positive and effective manner in one-on-one and in small group meetings or presentations.
Ability to listen to and/or convey detailed or important instructions or ideas accurately and quickly.
Ability to think and act independently within guidelines and limitations of Bank policy and assigned personal authority.
Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Action Oriented: Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes opportunities.
Motivates Others: Creates a climate in which people want to do their best; can motivate many kinds of direct reports and team or project members; can assess each person’s hot button and use it to get the best out of him/her; pushes tasks and decisions down; empowers others; invites input from each person and shares ownership and visibility; makes each individual feel his/her work is important; is someone people can effectively work for and with.
Deals with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers
Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
Presents a professional, business-like manner and appearance.
Sales and service aptitude and ability. Earns quick credibility.
Excellent skills at building and maintaining relationships.
Coach/mentor/developer of others.
Highly developed communication and presentation skills.
Ability to resolve customer concerns/issues in a positive way.
Focus/desire to serve customer needs and provide excellent customer service.
High school diploma or equivalent required, Associates or Bachelor’s Degree preferred
Proven dynamic sales leader with 5+ years of banking experience on both new account opening and lending processes, including mortgage and HELOC.
3+ of experience in sales and service leadership roles.
Fluency with PC and web-based software and systems. Must be comfortable with e-banking platform.
This position requires S.A.F.E. registration at the time of employment. The Nationwide Mortgage Licensing System (NMLS) web site (mortgage.nationwidelicensingsystem.org) can provide information about the requirements for registration.
EOE/Protected Veterans/Individuals with Disabilities