Branch Manager

Benefits

• 401(k) matching
• Health insurance
• Opportunity for advancement

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 will support and be involved in the sales promotions and helping obtain new customers and deepen the relationships with existing customers.

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…