Assistant Retail Service Manager - Sonoma

Assistant Retail Service Manager

Location:

On-site in Sonoma, Ca.

Position Summary:

The Assistant Retail Service Manager is responsible for managing branch operations, addressing customer needs, assisting and coaching bankers, ensuring regulatory requirements are met and guaranteeing sound operational practices are followed. Assistant Retail Service Manager is the primary backup to the Retail Service Manager with delegated branch operational and management authority in their absence.

Position Type &

Schedule:

Full-time, non-exempt. 37 hours per week, typically Monday-Friday 8:30am-5:30pm (with one weekday off) and Saturdays 8:30am-1:30pm. This schedule is subject to change based on the business needs of the Bank.

Essential Functions:

Operations:

• Demonstrate sound decision making by approving exception items and transactions; through the review of overdrawn accounts and determination on whether to pay items; and by identifying when situations require escalation or knowledge from an outside resource, and how to effectively access that resource to ensure a superior customer experience.

• Lead daily operational tasks ensuring compliance and risk mitigation; ensure operational tasks occur within required time frames including routine guide, payroll approvals, and callback.

• Process and audit bank transaction activities, including daily overdrafts, vault/counting cash, night drop, ATM procedures and certifications.

• Act as an escalation point and resource for more navigating more complex customer transactions and issues.

• Audit, correct, and update records, files authorizations, etc. held at branch.

• Cross-train employees on various positions and tasks within the branch.

• Provide input on recruitment, selection, training, and performance feedback for employees.

• In partnership with Retail Service Manager, set the tone regarding goals and expectations for the branch team. Frequently communicate the Bank's strategic direction, goals, products, and programs to the team and help them connect their work to the Bank's results.

Management:

• Monitor and adjust staffing for transaction patterns to ensure adequate staffing. Partner with other Retail Service Managers to assign staff as needed to cover for absences.

• Recommend staffing and work assignments

• Conduct staff and coaching meetings

• Suggest processes and procedures to improve branch productivity.

• Assist with implementing and monitoring Bank policies and procedures

Customer

Experience:

• Perform Relationship Banker duties as needed to ensure an optimum customer experience.

• Resolves customer complaints in branch to ensure a positive customer experience

Sales:

• Provide leadership and support of sales efforts through one-on-one coaching, branch huddles, and brainstorming creative solutions to customer needs.

• Demonstrate and assist management to lead branch to grow the business following the Relationship Banker Model including making a connection, discovering needs, sharing recommendations and growing relationships.

• Determine financial needs of customers and offer appropriate products.

• Identify cross-sell opportunities and refer customers to other Bank partners for additional products.

Other Duties:

• Other duties as assigned.

Minimum Qualifications:

Education & Experience:

Associate's degree in business administration or related field; or a combination of equivalent education and experience; and 3 years of experience in branch operations.

Licenses &

Certifications:

National Mortgage Licensing System (NMLS)

Knowledge, Skills, and Abilities:

• Working knowledge of managerial principles, practices and techniques

• Thorough knowledge of relationship banker operations.

• Thorough knowledge of State and Federal banking regulations.

• Knowledge of all banking systems.

• Knowledge of business and consumer products and services and ability to refer.

• Knowledge of teller and new accounts operations.

• Skills operating a personal computer including word processing, spreadsheet, presentation and banking software.

• Ability to attend early morning and after hour meetings and events.

Physical Requirements:

Ability to stand, bend, stoop, sit, walk, twist and turn. Ability to lift up to 15…