PRIMARY PURPOSE OF JOB
Responsible for the overall sales, production and profitability of the retail branch, including operations, product sales, customer service, community involvement and security and safety in accordance with the Bank’s objectives. Develops new deposit business; provides a superior level of customer relations and promotes the sales and service culture through coaching, guidance and staff motivation. Strives to achieve individual and branch goals through new business sales, referrals and retention of account relationships. Provides leadership, training and supervision; delegates day to day operations to branch personnel as necessary.
EXPECTATIONS OF ALL SOUTHERN BANK TEAM MEMBERS
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Southern Bank team members are a family, rooted in the communities we serve and working together to be the best in our industry, utilizing innovative ideas and strong products. The Southern Bank Patch illustrates these ideals.
- Ensures the confidentiality of customer non-public personal information and secures information systems to comply with bank regulations.
ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS
Sales/Customer Service
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Takes the lead in acquiring, expanding and retaining customer relationships by partnering with Loan Officers or Community Bank Presidents to develop a business development strategy and by partaking in business calls;
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Develops new customer relationships and/or retains and expands existing relationships by proactively listening and identifying customer opportunities utilizing fundamentals of cross-selling to achieve personal and branch goals and when necessary will work cooperatively with appropriate internal team members;
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Proactively educates customers on utilizing available access channels;
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Resolves customer complaints promptly and effectively. Takes responsibility for all customer complaints and problems until resolved;
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Implements strategies to achieve sales benchmarks and objectives;
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Prepares and compiles more complex new customer data to open new accounts including, but not limited to, commercial/business checking, individual, retirement accounts, trusts, estates, IOLTA’s, representative payees, etc.;
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Maintains thorough knowledge of bank regulatory requirements included, but not limited to, Bank Secrecy Act, Regulation CC, Regulation E, Customer Privacy and Information Security;
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Maintains proficiency in bank products and services such as internet banking, bill pay, mobile banking, mobile deposits, card valet and other customer products;
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Actively participates in business development opportunities (e.g. phone out-reach, community events or groups, meetings with local businesses) to establish visibility in the community and drive business to the branch; and,
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Maintains the level of trustworthiness, character, professionalism, confidentiality and honesty in dealing with internal or external customers.
Personnel Management:
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Reviews the qualifications of all applicants and employees to ensure qualified individuals are treated in a nondiscriminatory manner when hiring, promoting, transferring and terminating actions;
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Addresses and resolves employee issues;
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Facilitates training on new branch initiatives, marketing and new products by working with the Regional Operations Coordinator;
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Works with the Community Bank President in order to promote teamwork in the branch to ensure a positive overall customer experience in all huddles, branch communications and meetings;
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Motivates employees by incorporating the Bank’s Patch and the branch’s goals into daily communications and by recognizing and rewarding staff for their contributions;
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Coaches and develops the sales and service skills of branch team members;
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Supervises and observes employees in action; provides both formal and informal coaching on an ongoing and consistent basis to establish best sales practices and to provide excellent customer service; and,
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Determines performance appraisal and rating, delivers performance reviews to subordinates and recommends merit increases for all direct reports.
Branch Management:
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Plans, coordinates, and monitors the overall activities and operations of the branch, including tracking and monitoring sales, customer service, and performance against established plans and objectives;
- Consistently looks for opportunities to improve branch profitability and deposit growth of the branch;
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Serves as a retail products and services expert in the branch and has a working knowledge of loan products;
- Maintains thorough knowledge of procedures required for ATM/ITM settlement, night depository, vault cash, safe deposit, opening/closing procedures, ordering cash, and preparation of cash for shipment and receipt of cash shipment;
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Maintains reliable attendance with the ability to work a schedule that may include working overtime, nights, weekends and holidays;
- May be asked to assist at various branches across Southern Bank’s footprint;
- Responsible for branch security oversight and training; and,
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Performs any and all other duties which may be assigned.
The following specifications are general guidelines based on the minimum education and experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
KNOWLEDGE, SKILLS AND ABILITIES
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Ability to think strategically and put the organization’s plans into action;
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Excellent understanding of the Bank’s products and services;
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Familiar with marketing techniques, such as cold-calling, to help build a customer base;
- Proficient in business products (i.e. Cash Management, Remote Deposit Capture)
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Demonstrated positive and helpful attitude toward both internal and external customers;
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Good interpersonal communication skills, including the ability to use effective communication skills, understand procedures, and speak clearly to customers, employees and supervisors;
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Experience in managing people in a goal setting environment where compensation was goal driven with multiple product sales;
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Good computer skills; and,
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Excellent customer service skills.
EDUCATION, TRAINING AND EXPERIENCE REQUIREMENTS
Associate’s degree or high school diploma or equivalent with five years’ banking/finance sales and customer service;
DESIGNATION
The Branch Retail Manager position can be designated as a level I, II, or II. The designation of the position is determined by the average number of teller transactions, total deposits, and total number of accounts at the branch that the Branch Retail Manager oversees.
CORE COMPETENCIES
Family & Trust: Southern Bank team members build relationships based on trust and mutual respect, maintain an inclusive and honest environment and uphold integrity and transparency in all interactions.
Rooted & Service: Southern Bank team members are committed to serving customers, communities and teams with purpose, professionalism, and respect, while effectively communicating and actively listening to meet their needs.
Innovation & Strength: Southern Bank team members foster collaboration and continuous improvement, encourage visionary thinking, and strive for excellence to drive the organization forward.
Building a Successful Team: Using appropriate methods and a flexible interpersonal style to help build a cohesive team; facilitating the completion of team goals.
Building Customer Loyalty: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.
Quality Orientation: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.
