POSITION SUMMARY:
Responsible for the overall profitability and efficient operation of the banking center. Maintains full knowledge of bank sales service and operations. Develops annual deposit, savings, loan referral, and customer retention goals for the banking center. Establishes and implements an annual sales and marketing plan to achieve targeted goals. Responsible for hiring, developing and motivating personnel ensuring all staff are sales and service focused. Ensures adherence to established security procedures and reporting requirements, and ensures that personnel comply with established bank operating procedures and practices. Responsible for sales development activities including sales training, referral training, sales coaching and other activities. Provides guidance and coaching to employees while conforming to established guidelines including regulatory, compliance, and procedures. Creates a teamwork environment to ensure that quality service is provided, sales goals are met, and operations and accounting requirements are satisfied. Sets an example for the staff in the area of customer service and sales. Conducts relationships and activities consistent with established Bank policies, procedures and systems, the corporate code of conduct, Bank Secrecy Act and all applicable State and Federal laws and regulations.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Administrative control over functions of the banking center, including implementation of bank policy and explanation of company programs policies, and objectives.
Develop a banking center market plan utilizing effective sales techniques that will generate additional Retail sales business, including deposits, loan referrals, and referrals to other lines of business. Implement tactical plans that focus our relationship selling effort to manage our most profitable customers in the community. Identify opportunities to deepen our relationship with customers that have a minimal relationship but offer upside potential and aggressively sell to this customer base. Identify clients who are not profitable and aggressively manage the relationship to be a more profitable one.
Actively call on new and prospective customers, exploring needs and cross-selling and recommending bank products and services that are in the best interest of the customer and that achieve their financial objectives. Actively profile customers to ensure the banking center personnel understand the total customer financial picture and are able to meet and exceed customer needs.
Responsible for loan the development of loan opportunities for consumer, business, and mortgage referrals; ability to recognize loan opportunities, talk to customers about loan rates, take loan applications and close consumer loans.
Acquire and maintain a thorough understanding of security procedures; practice established procedures. Understand role in case of robbery, whether victim or bystander, and know proper post-robbery procedures.
Maintain prescribed security controls to protect the banking center against fraudulent operations and unnecessary risk or exposure. Monitor and reviews bank's security procedures and ensure staff's thorough understanding and full compliance of bank's security procedures. Ensure staff's understanding of their role in case of robbery and proper post-robbery procedures.
Ensure that standard operating procedures are being followed and provide guidance and training to branch personnel on operating problems, handling of exceptions and adjustments. Assist internal and external auditors with regular audit functions.
Recruit and develop staff to ensure proper staffing levels. Ensure accurate and complete performance management reviews and individual development plans are completed on a consistent and timely basis. Review and monitor individual staff compensation (merit and incentive compensation) to ensure competitiveness and appropriateness to skill and knowledge.
Responsible for personnel administration, such as employment interviews, training and development, coaching, counseling, and performance reviews. Responsible for recommendations and decisions on hiring, discipline, promotion, transfers and termination of staff.
Maintain an atmosphere conducive to open communication. Resolve personnel problems and grievances with input and assistance from Assistant Banking Center Manager. Issue written and oral instructions as needed.
Conduct regular staff meetings to review problems, policies, procedures and updates of activities within the bank.
Ensure staff's thorough knowledge and understanding of compliance and regulatory issues relating to teller and customer service areas (i.e. Bank Secrecy Act, Regulations CC, E, DD, P, etc.) evidenced by appropriate application of these regulations in day-to-day operations.
Provide sales leadership for the banking center staff by communicating regularly with staff about the banks' strategic vision. Establish daily, weekly, monthly, and quarterly sales goals. Schedule and lead weekly banking center sales meetings. Brainstorm with staff on ways to better serve customers and differentiate Central Bank from competitors.
Hold staff accountable for sales and service standards and for meeting sales goals. Observe, coach and recognize staff to achieve superior performance levels. Ensure all staff is trained in sales and service techniques. Model sales process skills and techniques.
Demonstrate the highest level of professionalism, efficiency and customer service in the banking center resolving the most difficult customer issues.
Understand and maintain a thorough knowledge of Central Bank's services, operations, and organization; communicate this understanding to others when appropriate, and refer inquiries and correspondence to the proper department or individual.
Actively participate in the sales program; attend appropriate sales training; utilize sales program initiatives; work with senior manager to set sales goals and make every effort to reach targeted goals. Make referrals to other business units for traditional and non-traditional banking products and services. Coach branch personnel in sales skills and hold them accountable for results.
Complete or attend all required training.
ADDITIONAL DUTIES AND RESPONSIBILITIES:
Assist others in the banking center as needed. May be assigned other duties and responsibilities. May be assigned work or training at other assigned locations.
Requirements:
POSITION REQUIREMENTS:
Bachelor's degree; or equivalent combination of education, training and experience that provides the required knowledge, skills and abilities.
Extensive background in bank operating policies and procedures, banking regulations (state and federal), employee development and public relations. Thorough knowledge of bank products and services preferred.
Management and coaching skills for leading staff.
Ability to read, write, and speak English. Excellent verbal, listening and communication skills. Strong customer relations skills and ability to work with employees and customers in a cooperative manner. Ability and desire to work as part of a team, and with people of diverse backgrounds.
Demonstrated skill in soliciting business for bank deposit products and services. Ability to identify client needs, present banking solutions and bank products. Ability to recognize closing opportunities and retain and grow customer relationships.
Strong organizational skills and attention to detail, with the ability to resolve conflict situations.
Possess good judgment skills. Ability to make decisions, research and solve problems, work independently, handle confidential information and manage multiple tasks.
Ability and desire to represent Central Bank of the Ozarks Market in the community.
Ability to accept and facilitate change, caused by customer demand, corporate needs, or regulatory requirements.
Willingness to assume additional responsibilities/duties/projects as they arise.
Ability to operate office equipment including computers, calculators/adding machines, telephones, voicemail, copy/fax machines, and security devices.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to drive a vehicle. Must maintain a current, valid driver's license and an acceptable driving record for bank insurance purposes.
PHYSICAL AND SENSORY DEMANDS:
Regularly required to sit; stand; walk; talk; see and hear. Regularly required to use hands to finger, handle, or feel objects, tools, or controls and reach with hands and arms. Occasionally required to stoop, kneel, or crouch. Regularly required to drive.
Frequently lift and/or move up to 25 pounds. Occasionally lift and/or move up to 50 pounds. Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
WORKING CONDITIONS:
Work is normally performed in a typical interior/office work environment. The individual experiences little discomfort from noise, dust or other factors. Exposed to potentially hazardous condition, i.e., robbery. Receives detailed instructions and procedures to be followed to minimize the exposure.
