Position Title: Retail Lead
Department: Retail FLSA: Exempt
Reports to: Regional Retail Manager
Position Summary: The Retail Lead will lead and model a culture of exceptional customer service by ensuring every retail team member consistently delivers a warm, professional, and solutions-focused experience. They will actively coach, observe, and support staff to maintain high service standards and continuously improve the overall customer experience. The Retail Lead manages and coordinates all Personal Banker and Universal Banker functions. They will perform Personal Banker, and teller administrative functions as needed in a branch setting. Understands and completes job responsibilities in accordance with federal and state regulations.
Essential Functions:
Management and Leadership (50%)
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Leads, coaches, and develops Universal Bankers and Tellers to achieve service, sales, and operational goals
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Conducts onboarding, ongoing training, performance coaching, and formal performance evaluations
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Set expectations and monitors individual and team performance metrics
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Drives employee engagement, accountability, and professional development
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Manages staffing schedules and workflow to ensure adequate branch coverage
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Ensure compliance with federal and state regulations, bank policies, and internal controls
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Prepares for and participates in audits, exams, and regulatory reviews
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Partners with executive leadership to execute branch and market strategies
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Serves as a role model for client service excellence and ethical conduct
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Acts as backup for Teller Supervisor responsibilities as needed
Client Relationships (20%)
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Builds and maintains strong, long-term client relationships
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Identifies client financial needs and recommends appropriate bank products and services
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Opens new consumer accounts in accordance with bank policy and regulatory requirements
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Cross-sells consumer deposit, lending, and related financial products
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Underwrites, reviews, approves, and closes consumer loan applications within lending authority
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Resolves client concerns professionally and efficiently
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Conducts outbound calls, referrals, and prospecting to grow loans and deposits
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Represents the bank in community activities, business outreach, and networking events
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Partners with Marketing and leadership on retail growth initiatives
Teller Operations (10%)
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Performs teller and Universal Banker duties as needed
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Processes routine client transactions accurately and efficiently
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Maintains and balances cash drawers and/or vault
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Monitors cash limits, discrepancies, and operational reports
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Completes opening and closing procedures
Additional Duties and Responsibilities (10%)
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Provides access to safe deposit boxes
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Assists other branches or departments as needed
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Participates in meetings, training, and special projects
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Performs other job-related duties as assigned
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Enforces bank security and safety procedures
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Partners with the Bank Security Officer to ensure compliance with security policies
Work Relationships and Scope: Works regularly with clients and co-workers for the purpose of obtaining and providing information and assistance. Works occasionally with suppliers and vendors, community/trade/professional affiliations. Works regularly with confidential business and client information. Occasionally participates in bank committees and events.
Performance Dimensions: Quality, accuracy, reliability, thoroughness and timeliness of work performed, and services provided to clients and co-workers; strong organization skills; customer satisfaction with services provided; keeps Bank and client information confidential; demonstrates friendly and helpful approach and attitude toward internal and external clients. Effectively communicates and develops good working relationships with all co-workers and clients; professional workplace appearance and conduct; honesty and integrity in all client and co-worker communications; reliability in reporting to work regularly and on time; understands Bank policies and procedures. Participates in training and appropriate professional development. Multi-tasks and effectively manages varying duties throughout the workday. Stays current in field and utilizes that information where practical; participates in training and appropriate professional development. Utilizes knowledge of Bank products and services to effectively cross-sell.
Knowledge, Skills and Abilities: Requires bachelor’s degree in finance, business or equivalent experience with a minimum of 2 years new account and consumer lending experience and 2+ years supervisory experience. Must possess strong leadership, management, coaching, presentation and training skills. Must possess courteous and professional customer service attitude; excellent verbal and written communication skills for interacting professionally with clients (both pleasant and difficult situations) and relating to other co-workers; ability to maintain the integrity of highly confidential client and Bank information. Must possess computer functioning and typing skills; basic mathematical skills up to and including fractions; legible handwriting. Must be able to deal effectively with time pressures and stress that can change hourly depending on level of client activity; effective problem-solving skills; effective cross selling skills. Must be a self-starter and independent thinker and meet goals as outlined by the manager.
Working Conditions:
Work is performed largely in an office environment with minimal chance for personal injury. Regular contact with clients and co-workers. Occasional out-of-town travel (air or auto) may be required for business and education. Regular mental and visual concentration for computer usage is required. Occasional use of telephone. Frequent repetitive use of keyboard for approximately 75% of work shift; frequent repetitive counting and grasping of currency. Requires ability to receive and provide detailed information through verbal communication. Requires near-, mid-range, and far vision; depth perception, color vision, and field of vision. Will alternate sitting, standing, and walking throughout work shift. Bend, stoop, turn, lift and carry up to 50 pounds of currency, documents, and office supplies. Occasionally push up to 300 pounds of coin. Occasional exposure to noise associated with drive-up equipment. Occasional exposure to significant work pace. Work is performed generally during regular business hours with minimal expectation of overtime.
Equipment Used:
Operates personal computer in a Windows environment for word processing, spreadsheets, e-mail, internet, and other bank specific software. Operates on the Silverlake core banking system. Utilizes a variety of office equipment including computer printer, ten-key calculator, fax, copy machine, check encoding machine, credit card machine, cash/coin counting machines, coin wrapper, drive-up equipment, and multi-line telephone. Regular operation of vault, alarm system, and money cart.
