Position Summary:
The Branch Manager responsibilities include the overall day-to-day retail operations of the branch. This includes assuring the branch operates within all policies and procedures adopted by the Board of Directors. Position responsibilities include scheduling, supervising and providing work direction to Tellers and Bankers (retail staff). It is important that bankers provide the best customer experience in retail products and services. Customers expect professionalism, accurate information as well as courteous, efficient service.
The Branch Manager is a working supervisor who is responsible for performing customer service functions, including handling any complex customer concerns.
Additionally, this position will make certain that retail staff are trained to provide customers with information about other bank products and services, with cross-sales and referrals to other departments. The Branch Manager 1 will support and be involved in the sales promotions and helping obtain new customers and deepen the relationships with existing customers.
Duties and Responsibilities
Administration:
- Assist in the development of policies, manuals and supporting documentation to accomplish tasks/duties inherent in this position and those it supervises. Disseminate new/revised policies and procedures relative to retail operations to staff.
- Thorough knowledge and understanding of regulatory and compliance issues related to the bank. Includes ability to work with the Compliance Department to ensure that procedures and policies are in accordance with such regulations. Demonstration of application of regulations in day-to-day operations and dissemination of information to co-workers.
- Tracks performance indicators for the branch. This can include new accounts, penetration of electronic services and the like.
- Schedule branch meetings for the purpose of discussing branch and bank activity.
Customer Service:
- Supports the branch by providing retail services for customers. As a working supervisor, this position will directly support customers with their retail banking and consumer lending needs.
- Receive customer inquiries regarding account information or problems. Responsible to make sure customer inquiries are handled promptly and by the proper individual. Exercise discretion and judgment in handling customer problems and complaints. Approve checks and other transactions according to bank policies.
- Through observation, ensure that customer service procedures are being followed by all retail staff to the highest standard consistently and that the retail staff are trained and held accountable for these expectations.
- Understands the importance of digital services. Fully understands, utilizes, encourages and sells these products.
- Must have competency using the online and mobile banking products and have the ability to trouble shoot common questions and concerns.
Supervision:
- Responsible to manage and coach retail staff for the branch. Will conduct staff performance reviews.
- Assure that scheduling is appropriate, ensuring that there is appropriate staff to cover peak customer traffic periods.
- Assist in the development and conduct periodic training, in branch, that covers security, regulatory compliance and other operational issues as necessary.
Sales:
- Support the overall sales effort. Direct sales goals will be established by management for such items as debit cards, direct deposit, automated banking, digital services, or referrals for other bank products.
- Assist with individual sales goals.
- Participate as part of various retail product campaigns the bank initiates.
- Will have the knowledge of the bank’s products and services and be able to refer customers to appropriate departments within the bank for service. Will conduct role play exercises with retail staff in sales meetings.
Other:
- As part of the overall team of bank employees, this position may be requested to assist in the support of other bank activities.
- Active involvement in the community
- Perform other duties as required to fulfill the responsibilities of the position.
- Follow procedures and policies that ensure compliance with not only Bank policies and procedures, but also all applicable federal and state banking regulatory agency policies.
- Comply with bank standards for attendance and hours of work.
Qualifications
Education/Experience:
Four-year degree or significant related business experience and 3-5 years Teller/Banker experience; preference for previous supervisory experience. Must be able to work under stress and handle difficult situations. This job requires skills needed in a typical office environment. This includes Microsoft Word and Excel skills, communications skills, as well as utilization of office equipment.
Language Skills:
Ability to read, analyze, interpret and implement regulations and laws, general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to draft letters, business correspondence, policy and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Reasoning Ability:
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions and/or problems and deal with several abstract and concrete variables.
Skills and Abilities:
Adaptability:
- Able to adjust quickly to different work situations; remain composed under pressure and in stressful situations.
Attention to Detail:
- Regard for important details to assure accuracy in every transaction performed; detect errors; follow through on corrections and details.
- Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions and/or problems and deal with several abstract and concrete variables.
Customer Orientation:
- Respond sensitively to the needs and priorities of the customer; recognize and take appropriate action to meet their needs; establish an effective working relationship with customers to gain their respect and loyalty.
Management:
- Must be able to manage and coach staff. This will include employee selection, training, motivation, and monitoring performance against established standards.
- Must be able to manage his/her own work and priorities and delegate to support staff as appropriate
Mathematical Skills:
- Possess the ability to perform basic mathematical calculations. Those include the understanding of the relationships of numbers and how to perform calculations for teller work.
Oral/Written Communication:
- The ability to express thoughts and ideas in a clear and concise manner, both orally and in written form to a variety of audiences and to all levels of staff.
- Ability to read, analyze, interpret and implement regulations and laws, general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, policy and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Sales Skills:
- The potential to understand and effectively apply selling techniques to open, develop and close a sale; must be able to create interest in a product and actively cross-sell other products and services.
Negotiation Skills:
- Must understand the concepts of negotiating as it pertains to selling financial service products. Must be able to develop a “win-win” approach to problem solving with customers while keeping the bank’s best interest in mind.
Technology:
- Must be comfortable using bank products specifically the online and mobile banking. Must be able to assist customer with common questions.
Time Management:
- Ability to effectively manage one’s time to complete work according to established deadlines. The ability to prioritize tasks to make the best use of time for high priority tasks.
Team Player:
- Must view oneself as part of an overall team. This includes supporting others throughout the entire bank to achieve the overall goals of the bank.
Working Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and outside weather conditions. The noise level in the work environment is usually moderate.
Travel:
Valid driver’s license required for travel to Bank offices, training sessions, customer meetings, Bank and community meetings, etc. Ability to speak a foreign language helpful but not required.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, or crouch. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and depth perception.
Must be willing to work in excess of 40 hours per week and on some weekends as required.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws. Certain job functions described herein may be subjected to possible modification in accordance with applicable state and federal laws. There are different experiences that suggest other ways or circumstances where reasonable changes or accommodations are appropriate. All activities, demands, conditions, and requirements are linked to duties and responsibilities.
Job Description subject to change at any time at the discretion of management.
