Assistant Branch Manager Lexington Branch

Assistant Branch Manager I Lexington Branch

Lexington, MA, United States

As an Assistant Branch Manager at Rockland Trust, you play a pivotal role in supporting the Branch Manager in overseeing daily operations, driving business growth, and ensuring exceptional customer service. Each day, you create a positive and motivating team environment to help staff meet branch goals and objectives, and cultivate a customer‑centric retail environment focused on identifying and providing team‑based solutions for customer financial needs.

With a consultative, team‑oriented sales personality and outstanding personal customer skills, you take responsibility for ensuring that every customer receives a consistent World Class Customer Experience with every branch staff interaction whether in person, over the phone, or through digital channels. You are a leader in the branch, personally executing a high level of customer service and modeling these behaviors to the staff.

• Work in direct collaboration with the Branch Manager to:
  • Train, motivate, develop, and coach employees.
  • Accept responsibility for individual and overall branch sales, and customer experience performance.
  • Nourish branch enthusiasm for participating in product promotion and other areas of opportunity.
  • Track and report branch performance.
  • Maintain the operational integrity of the branch.
  • Ensure proper controls are maintained over all branch operational processes and regulatory requirements.
  • Communicate new and/or changed policies and procedures to branch staff.
  • Develop and implement sales programs and maintain a positive sales and service environment.
  • Develop and maintain effective lobby management and customer outreach efforts.
  • Maintain and utilize Salesforce platform.
• Manage referral targets on both an individual basis as well as for the branch team, leveraging a needs‑based, consultative sales approach and online produce recommendation guides.
• Proactively identify, report, and resolve customer issues to ensure a positive customer experience.
• Ensure team compliance with RTC policies and procedures by leading by example, demonstrating our RTC core values and delivery on our customer promises.
• Maintain a thorough knowledge of all products and services provided by the bank including Consumer Products, Home Lending, Business and Cash Management alternatives; act as a resource to others in product knowledge.
• Actively demonstrate technology and self‑service channels with new and existing customers promoting ATM, online banking, and mobile banking alternatives.
• Understand and utilize Regional Based Staffing and branch staffing models to coordinate in‑branch customer demand while facilitating and supervising proactive outreach such as outbound calling and external sales calls.
• Consistently meet or exceed sales and service expectations by effectively leveraging RTC needs‑based product recommendations; consistently meet or exceed requirements on mystery shops.
• Show initiative in maintaining a solid foundation of product knowledge by taking advantage of trainings as they are offered and completing required trainings within the time frames provided.
• Represent Rockland Trust by establishing meaningful roots in the communities it serves.
• Supervise branch staff in the absence of the Branch Manager.
• Assume responsibility for additional reporting duties and responsibilities as required.

• Meaningful relationships:
  We believe that Each Relationship Matters, and are fully committed to creating a respectful and inclusive environment where everyone is given the chance to succeed.
• Commitment to community:
  We believe supporting our communities is essential, and are committed to helping those in need.
• Recognition & reward:
  We believe all colleagues should be recognized for their contributions
• Training & development:
  We believe all colleagues are critical to our future, and we will invest in their success by providing educational experiences and resources to manage and navigate their careers.
• Comprehensive benefits:
  Our goal is to offer our colleagues a generous benefits package, and an environment that supports a…