Banking Center Support Manager | Decatur Region

Position Summary

The Banking Center Support Manager (BCSM) will act as support for a group of banking centers which may require frequent travel to a new location. The BCSM may act as support for any role within a banking center, as needed. While acting as a banking center manager, they will lead by example in needs-based selling of all bank products and services to customers and non-customers to grow the banking centers in their market/region.

The position is responsible for the daily sales, service, and operations of the banking center. This role requires supervising, mentoring, and coaching the banking center team for the attainment of sales, service, and operational goals through the execution of Service Excellence. This position will report to the Market or Regional Manager.

• Lead by example in providing exceptional, high-level customer service, addressing complex inquiries, complaints, and concerns with professionalism and efficiency.
• May serve as primary contact for high net worth consumer and business customers, offering tailored financial solutions.
• Lead by example in cultivating and maintaining strong, long‑term customer relationships ensuring their financial needs are met.
• Proficiently perform all primary responsibilities of the Relationship Banker III.
• Execute on Service Excellence by modeling established service standards and expectations.

• Lead by example in identifying customer and non‑customer financial needs and selling all appropriate products and services through a needs‑based approach.
• Responsible for contributing to overall banking center sales & service performance and results in the market/region to achieve quarterly and annual goals as assigned.
• In conjunction with banking center managers, supervise, evaluate, coach & provide direction to banking center associates.
• In the absence of the BCM, conduct morning huddles, maintain a positive results‑driven environment, and provide recognition for the right behaviors and successes.
• Maintain strong partnership with other Line of Business leaders to expand customer relationships through a collaborative approach.
• Cultivate & deepen relationships with business customers, ensuring we are meeting their business and consumer financial needs.
• Support community activities to enhance brand awareness and expand customer base.
• Complete any other banking center‑specific responsibilities as determined by Consumer Leadership.

• Responsible for banking center audits, including the Risk & Compliance Quarterly Review.
• Ensure banking center team remains compliant with all bank policies, procedures, regulatory requirements, and privacy regulations keeping customer data confidential and secured.
• Monitor and detect any suspicious or potentially fraudulent activity, escalating issues as appropriate.
• Assist with daily operational tasks including cash balancing, managing office supplies, & supporting the opening & closing of the banking center.

• Ensure team completes all required training timely.
• Assist with initial/ ongoing training of banking center team as needed.

• Strong sales and customer service skills
• Strong oral and written communication skills
• All banking centers within the Market/ Region

• Make independent decisions regarding banking center operations for which there are not always precedents.
• Analyze and solve problems that are of a complex nature
• Take reasonable care to prevent loss to the organization
• Perform duties under frequent time pressures

• Requires 3 or more years of banking or management experience at a financial institution or related business field.
• Bachelor's degree preferred.
• Pursuant to the Secure and Fair Enforcement for Mortgage Licensing Act ("SAFE Act"), all Banking Center Managers (if lending) are required to maintain current registration with the Nationwide Mortgage Licensing System & Registry ("NMLS"). If such registration is not active as of the hire date, the Banking Center Manager must immediately…