Branch Manager

PRIMARY PURPOSE OF THE JOB

This position administers all phases of branch operations, including opening and closing the branch and supervision of development staff. This position assists bank customers as needed in opening new and maintaining existing account relationships.

• Supervises retail operation staff in addition to performing retail duties on a daily basis.
• Oversees scheduling of retail staff work hours and breaks; manages time off requests to ensure adequate staffing at all times; manages time cards on payroll system.
• Directs hands‑on training for retail staff as needed.
• Monitors retail staff performance to ensure compliance with MA Bank policies and procedures.
• Assists retail staff in complicated account setup or maintenance; manages unusual transactions, and answers difficult customer questions.
• Completes retail staff annual performance reviews.
• Coaches retail staff on an on‑going basis to encourage career development.
• Oversees and identifies areas of performance deficiency; arranging for re‑training as needed; developing action plans for individual staff to correct deficiencies.
• Makes staff aware of changes to or new MA Bank policies and procedures; arranges training as needed.
• Approves exceptions to MA Bank policies and procedures as appropriate and within authority.
• Engages with current and potential customers offsite regarding business development; local community events.
• Develops a relationship with potential and current customers; interviewing customers to obtain information; establishing proper identification of new customers.
• Presents MA Bank’s product line up to customers in person and over the phone or online; listening to customer’s needs to help determine the best fit for the customer; cross‑selling where appropriate by applying professional sales techniques.
• Opens and maintains accounts, and corresponding products and services, for customers; follows up as needed to provide the best possible customer service.
• Develops and maintains an in‑depth knowledge of current MA Bank products and services, as well as corresponding bank policies, procedures, and processes; stays current on regulations affecting MA Bank products and services.
• Provides effective customer service by answering customer questions; investigating and correcting errors; resolving problems or other issues.

• Represents MA Bank in various community, civic, and community reinvestment functions to further enhance the Bank’s image and develop additional business.
• Stays current on products available in other bank departments; matching customers to new services and product promotions; ascertaining customers' needs.
• Complies with bank operations and security policies and procedures.
• Maintains a professional appearance and work area; dressing in accordance with bank dress code; keeping work area stocked with required supplies; organizing work space for efficiency and appearance; reporting malfunctions of computers and other equipment.
• Maintains customer confidentiality and protects bank operations by guarding customer’s personal and account information; being vigilant regarding potential information security threats.
• Maintains knowledge of and complies with regulatory guidelines governing financial institutions and MA Bank policies and procedures by completing assigned and voluntary training; reading and reviewing MA Bank policies & procedures at time of hire and subsequent revisions.
• Contributes to a team effort for the bank by completing other duties as needed.
• Other duties and responsibilities, as assigned.

• Strong attention to detail and ability to minimize errors in work.
• Strong interpersonal and communication skills focused on excellent customer service.
• Strong analytical skills and ability to trouble‑shoot problems.
• Advanced understanding of bank’s products and services.
• Good computer skills and basic knowledge of office equipment.
• Good knowledge of math and financial calculations.
• Strong professional, tactful negotiation and persuasion skills to promote and sell banking products and services.
• Ability to demonstrate positive and helpful demeanor…