Assistant Branch Manager

FLSA Status: Non-Exempt | Reports to: Branch Manager | Branch: Arlington Park Row

About the Role

Manage and direct the branch to ensure smooth operation and adherence to policy and procedures. Supervise and schedule employees responsible for various aspects of branch operations. Lead the team by example in demonstrating exceptional customer service, creating memorable experiences that deliver consistent and value-added services dedicated to developing lasting customer relationships. Utilize knowledge and judgment to assure the validity of transactions processed, referring questionable items to a Branch Manager or above. Maintain a professional appearance in both dress and behavior.

Responsibilities

• Customer Service
  • Perform Southside Bank’s customer service standards with each customer interaction.
  • Consistently perform with accuracy and efficiency to build customer confidence and trust.
  • Complete customer thank-you calls and follow-up on problem resolution as directed by management.
  • Meet or exceed all operational and sales goals determined by retail management, including balancing, attendance, and others as applicable.
  • Know the products and services offered by the Bank, with the ability to recall and explain key benefits to customers.
  • Develop rapport with new customers and provide support to continually improve relationships.
  • Work with tellers and bankers to increase and discover sales opportunities to maximize revenue for the Bank.
  • Maintain the security and confidentiality of all sensitive Bank information and records.
  • Accurately communicate account information to customers.
  • Contribute to the growth of a profitable loan portfolio by originating loan applications for all types of consumer loans.
  • Proficiently cross-sell consumer loans when opening new accounts for existing or new customers.
  • Open traditional and Roth IRAs and assist with contributions, distributions, rollovers, and transfers.
  • Identify and respond to the needs of new and potential customers by listening and clarifying their needs.
  • Refer customers as needed to other Southside Bank departments.
• Operational Excellence
  • Work in conjunction with the Branch Manager to ensure effective and proactive management of the Branch.
  • Assist in overall branch office operations to ensure all bank policies and procedures are followed, as directed by the Branch Manager.
  • Assist in analyzing and resolving operational issues as they occur, with approval by the Market Manager as needed.
  • Follow established policies and procedures to avoid fraudulent activity (verify identification, review account history and recourse, etc.).
  • Follow compliance procedures and verify accuracy of reporting applicable transactions such as CTRs, SARs, monetary logs, and Reg CC holds.
  • Maintain cash drawer limits and meet balancing standards on a daily basis, working in accordance with the Teller Over/Short Policies.
  • Ensure all cash outages are reported to management.
  • Authorize exceptions to normal operations policy and procedures when warranted and justified.
  • Responsible for complying with audit policies and procedures, including auditing team cash boxes.
  • In the absence of the Branch Manager, supervise the branch team in both work assignments and performance development.
  • Monitor and attempt collection of overdrawn accounts.
  • Accept and verify customer deposits.
  • Cash checks and process less-cash transactions within authorized limits; obtain supervisor’s approval for transactions exceeding authorized limits.
  • Perform special services as requested by customers, such as selling official checks, processing cash advances and loan payments, completing stop payments and cardholder claim statements, and redeeming savings bonds with accuracy.
  • May include notary services and helping customers with account reconciliation and problem resolution.
  • Ensure balancing of the coin machine, cash recycler, and ATM or ITM while observing proper dual control procedures.
  • Perform vault transactions, including preparing the cash order for the branch.
  • Communicate disclosure requirements and regulations to customers in accordance with regulatory guidelines; provide disclosures and brochures as needed.
  • Continue professional development through training, seminars, and membership in professional associations, as applicable.
  • Understand and abide by the policies and procedures established at Southside Bank.
  • Perform duties in compliance with applicable laws and regulations, including the Bank Secrecy Act (BSA) and related anti-money laundering laws, and in accordance with the Bank’s Information Security Program.
  • Perform collection item processing such as dealer drafts and foreign items.
• Team Relations
  • Maintain a positive and caring atmosphere for customers and employees consistent with Southside Bank’s mission, CORE Values, and Blue Book culture guide.
  • Provide enthusiastic, professional, and courteous service to Southside Bank customers and employees.
  • Contribute to a positive team environment with peers in and out of the branch.
  • Complete opening and closing duties as needed before and after lobby hours; may be on call for after-hours alarm or ATM/ITM issues.
  • Participate in proactive team efforts to achieve departmental and company goals.
  • Assist other employees with customer relation issues such as check holds and errors.
  • Approve transactions within assigned authority limits.
  • Maintain positive relationships and promote efficiency among team members.
  • Perform additional duties as assigned or directed.
• Branch Leadership
  • In conjunction with the Branch Manager:
    • Ensure employee growth and development and provide leadership through example and sharing of knowledge.
    • Evaluate staff and make recommendations for disciplinary action as needed.
    • Supervise the branch team in both work assignments and performance development.
    • Assign employees to significant jobs that might lead to greater personal growth and value, and counsel them regarding upward mobility within the employment structure.
    • Create staff schedules that support branch activity, ensuring peak customer traffic periods are well covered.
    • Ensure training is provided to all assigned staff to enhance skills required for efficient job performance.
    • Assign duties to maximize customer service.
    • Comply with all safety policies, practices, and procedures; report unsafe activities to supervisor and/or Human Resources.
    • Provide leadership through example and sharing of knowledge/skill.
    • Adhere to Southside Bank’s equal employment opportunity and affirmative action policy.
  • Ability to multitask, prioritize, organize, and delegate assignments.

Requirements

• Associate’s degree (A.A.) or equivalent from a two-year college or technical school; or six months to one year of related experience and/or training; or equivalent combination of education and experience preferred.
• Minimum two-year banking experience preferred.
• Proficient in typing, 10-key calculator, and data entry.
• Excellent oral and written communication skills.
• Completion and comprehension of the following Southside Bank instructor-led classes:
  • New Employee Orientation
  • Teller Training, Teller Advanced, and Professional Teller
  • Product Knowledge
  • Back to Basics Customer Service
  • New Accounts
  • Business Account Documentation
  • Loan School
  • IRA Fundamentals

Physical Demands

• Sedentary physical activity performing non-strenuous daily activities of an administrative nature.
• Manual dexterity sufficient to reach/handle items and work with fingers.
• Must be able to remain in a stationary position for 75% of the time.
• Constantly operate a computer and other office productivity machinery (e.g., scanner, printer).
• Frequently move about inside the branch to assist customers, access machinery, process cash, etc.
• Constantly position self to maintain computers in the branch, including under desks or in different areas.
• Must be able to detect, recognize, and identify customers as they begin assisting them.
• Must be able to transport 25 pounds of coin a distance of 5-25 feet from a workstation to the vault, up to five times a day, depending on coin delivery.
• Motor branches: Transport cash from work booth inside the branch.
• In-store branches: Transport cash from the coin machine to a bag moved to the vault.

Working Conditions

• Well-lighted, heated, and/or air-conditioned indoor office setting with adequate ventilation.
• Moderate noise (e.g., business office with computers and printers, light traffic).