Retail Lead

Position Title:

Retail Lead

Department:
Retail FLSA:
Exempt

Reports to:

Regional Retail Manager

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.

• Leads, coaches, and develops Universal Bankers and Tellers to achieve service, sales, and operational goals
• Conducts onboarding, ongoing training, performance coaching, and formal performance evaluations
• Set expectations and monitors individual and team performance metrics
• Drives employee engagement, accountability, and professional development
• Manages staffing schedules and workflow to ensure adequate branch coverage
• Ensure compliance with federal and state regulations, bank policies, and internal controls
• Prepares for and participates in audits, exams, and regulatory reviews
• Partners with executive leadership to execute branch and market strategies
• Serves as a role model for client service excellence and ethical conduct
• Acts as backup for Teller Supervisor responsibilities as needed

• Builds and maintains strong, long-term client relationships
• Identifies client financial needs and recommends appropriate bank products and services
• Opens new consumer accounts in accordance with bank policy and regulatory requirements
• Cross-sells consumer deposit, lending, and related financial products
• Underwrites, reviews, approves, and closes consumer loan applications within lending authority
• Resolves client concerns professionally and efficiently
• Conducts outbound calls, referrals, and prospecting to grow loans and deposits
• Represents the bank in community activities, business outreach, and networking events
• Partners with Marketing and leadership on retail growth initiatives

• Performs teller and Universal Banker duties as needed
• Processes routine client transactions accurately and efficiently
• Maintains and balances cash drawers and/or vault
• Monitors cash limits, discrepancies, and operational reports
• Completes opening and closing procedures

• Provides access to safe deposit boxes
• Assists other branches or departments as needed
• Participates in meetings, training, and special projects
• Performs other job-related duties as assigned
• Enforces bank security and safety procedures
• Partners with the Bank Security Officer to ensure compliance with security policies

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.

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;…