Assist Banking Center Manager in all phases of branch operations and assume responsibility for the branch in the banking center manager's absence.
Ensure staff compliance to established policies and procedures.
Ensure that customer services are provided, including opening accounts, providing customers with information, and resolving banking problems for customers.
Provides leadership and supervision of the teller customer service area as appropriate.
Acts as a resource to staff for operational and customer problems exercising discretion and good judgment.
Assist sales development activities including sales training, coaching and activities.
Create a teamwork environment to ensure that quality service is provided, sales goals are met, and operations and accounting requirements are satisfied.
Set 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.
Assist in management of most day-to-day operations in the branch.
Assign duties and work schedules to ensure efficient functioning of branch.
Typically supervises both tellers and new accounts staff and will assist with teller and CSR needs as appropriate.
Ensure that standard operating procedures are being followed and provide guidance and training to branch personnel on operating problems, handling of exceptions and adjustments.
Acquire and maintain thorough understanding of security procedures; practice established procedures.
Understand role in case of robbery, whether victim or bystander, and know proper post-robbery procedures.
Monitor and review bank's security procedures and control access to vault.
Ensure staff's thorough understanding and full compliance of bank's security procedures.
Ensure staff understands their role in case of robbery and proper post-robbery procedures.
Confer and participate with the branch manager in resolving personnel problems, scheduling of employees' hours, rating performance, and recommending salary actions.
Assist in other functions of personnel administration, such as employment interviews, training and development, coaching, counseling, and performance reviews.
Recommend hiring, discipline, promotion, transfers and termination of staff as necessary.
Supervise vault operations and procedures.
Maintain reports documenting teller offages, balances and cash recaps.
Maintain an atmosphere conducive to open communication.
Maintain harmony among staff and resolve grievances.
Issue written and oral instructions.
Conduct regular staff meetings to review problems, policies, procedures and updates of activities within the bank.
Study and standardize procedures to improve efficiency of subordinates.
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.
Ensure neat and orderly work areas; ensure that all cash, negotiables and confidential records are secured and/or disposed of properly.
Consistently demonstrate proficiency in providing exemplary customer service in person and by telephone.
Actively listen to customers and maintain a friendly, positive and professional attitude.
Resolve difficult situations with tact and diplomacy.
Look for creative ways to make customers feel appreciated and special.
Maintain thorough knowledge of all bank products and services; ensure branch personnel acquire and maintain knowledge of all bank products and services.
Actively take advantage of all sales opportunities, cross-selling bank products and services to new and existing customers, ensuring recommended products and services meet needs of customer.
Coach branch personnel on recognizing sales opportunities.
Actively participate in the sales program; attend appropriate sales training; utilize sales program initiatives; work with 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.
Participate, support and coach branch personnel in sales programs/skills to generate new customers.
Perform new account and teller duties and responsibilities, when necessary, i.e., staff shortage and/or increased business demand; meet performance requirements of new account and teller position.
Arrange daily work plans to handle customer flow and bank processing requirements, provide customer service and meet bank record keeping requirements.
Complete or attend all required training.
Assist others in the department/facility as needed and/or directed.
May be assigned other duties and responsibilities.
May be assigned work or training at other assigned locations.
Requirements:
Bachelor's degree; or equivalent combination of education, training and experience that provides the required knowledge, skills and abilities.
Thorough knowledge of all teller and new account functions; bank regulations; bank policies and procedures; and bank products and services.
Supervisory experience preferred. Knowledge of accounting principles.
PC and typing skills.
Strong attention to detail.
Ability to maintain regular and predictable attendance.
Ability to read, write, and speak English.
Effective oral and written communication skills.
Strong customer relations skills and ability to communicate and work well with employees and customers in a cooperative, positive manner.
Possess good judgment skills and the ability to handle confidential information.
Ability to work quickly and accurately, analyze information and make decisions.
Willingness to assume additional responsibilities/duties/projects as they arise.
Ability to operate office equipment including computers, calculators/adding machines, telephones, voice mail, electronic typewriters, copy machines, fax machines, automatic currency counter, coin machine, check encoder, 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.
