Assistant Branch Manager

Description

Affords assistance in overseeing the daily operations of the branch retail staff, under the guidance of the Branch Manager, and is responsible for the management of the retail side of the branch in the absence of the Branch Manager. This involves conducting operations in accordance with bank policies to ensure a secure, pleasant atmosphere where customers can receive prompt, accurate service in a friendly, professional manner. Must exhibit leadership qualities in promoting high morale, maintaining positive attitudes towards customers and colleagues, fostering a sense of team spirit, and supporting company initiatives.

• Assists in providing a full range of banking services, including assessing and handling customer accounts, obtaining and processing customer account information, and cross-selling bank products and services.
• Maintains and exceeds goals and expectations set for this position by the Manager.

Essential Duties and Responsibilities

Responsible for the daily operations of the branch staff. Oversees and directs workflow for the teller and retail banker staff. Monitors teller and retail banker performance, including cash differences, transactions, ATM balancing, proof errors, customer satisfaction, sales, and referrals. Serves as a primary contact in the branch regarding operational and customer service issues. Assists the Branch Manager with various audits, security, and compliance controls. Ensures that bank policies and practices are being followed. Assists the Branch Manager in managing branch staff to achieve established objectives. Provides input regarding selection of new employees, salary increases, promotions, disciplinary actions, and terminations. Works with Retail managers in setting performance standards, gives ongoing feedback, and assists in the completion of employee performance appraisals. Assists the Branch Manager with scheduling, training, and the evaluation of staffing levels. Develops new business and expands existing relationships. Participates in civic and community activities to generate visibility and contacts for the bank. Calls on customers and prospective customers to promote new business opportunities. Originates consumer loans. Accepts consumer loan applications and reviews for completeness. Extends credit within specific lending authority. Provides HELOC, consumer, installment, and some residential lending services in compliance with bank policies, procedures, and regulations. Maintains quality loan portfolio, meeting the bank’s prescribed objectives regarding loan growth, past dues, charge-offs, and non-accruals. Works directly with the credit department in collection efforts. Opens new accounts and cross-sells additional retail products and services. Initiates discussions to determine customer needs. Sells additional products and services through cross-selling, portfolio development, and focusing on the customer’s needs. Explains various account options such as account ownership, business, IRA, funeral agreement accounts, savings, certificates, and checking account programs to customers. Gathers, inputs, and verifies required personal information from customers, such as name, address, date of birth, employment information, social security number, etc., according to established procedures while maintaining the highest level of security. Prepares and reviews new account paperwork with customers. Receives and processes initial deposits for new account opening. Verifies all cash transactions and ensures authenticity of all negotiable items before acceptance according to policies and procedures. Refers new business customers to Commercial Relationship Banker for additional bank services. Understands and follows the policies and procedures for new & existing customers and works to cross-sell and refer all banking products and services, including to other lines of business. Services IRA and HSA Accounts. Completes withdrawal requests and renewals on certificates of deposit. Handles Individual Retirement Account and Health Savings Account (HSA) inquiries and transactions. Informs customers of retirement account rules and restrictions. Gathers and inputs necessary personal information from customers. Prepares documents such as plan agreements, disclosure statements, CDs, signature cards, etc. Verifies annual retirement account reports to customers. Processes IRA distributions and verifies coding of accounts. Processes mail requests from other financial institutions for IRA transfers. Responds to questions from customers and staff regarding retail bank products and services. Researches customer and employee inquiries regarding retail bank product and services. Processes and maintains check orders, deposits, withdrawals, debit card applications, internet banking enrollments, and bill pay set up and questions. Keeps informed of new and existing products and services. Processes customer change of address, name, and account-related data, etc. Maintains support records. Follows up on incomplete new account documentation. Makes courtesy phone calls to maturing CD customers. Ensures all required branch opening and closing duties are performed by staff. Maintains the safe deposit area. Duties include monitoring safe deposit rental, admitting valid customers to safe deposit boxes. Maintains the highest level of security in performing transactions by making sure all transactions are properly documented and recorded, verifying cash transactions, determining authenticity of all negotiable items before acceptance to established policies and procedures, and receiving proper identification to verify customer information. Receives checks and cash for deposit, verifies amount, and examines checks for endorsements. Cashes checks after verification of signatures and customer balances. Enters customers' transactions into computer to record transactions, and issues computer-generated receipts. Images and batches daily transactions. Orders daily supply of cash, and counts incoming cash. Balances cash recycler/cash drawer, vault, checks, and other required items throughout and at end of shift and compares totaled amounts with computer data. Maintains knowledge of various departments' services and functions in order to assist customers and make sales referrals. Explains, promotes, or sells products or services such as gift cards, cashier's checks, and other bank products, which will meet customer needs and increase bank business. Removes deposits from, and counts and balances cash in, automated teller machines and night depository under dual control. Assists customers with service problems or general inquiries both in person and telephone while strengthening customer relations. Proactively answers incoming phone calls routed through telephone work groups. Actively makes referrals to all areas of the bank. Promptly and correctly manages customer debit card and credit card disputes. Adheres to all State and Federal Banking regulations.

Requirements

• Supervisory Responsibilities - Assists the Branch Manager in managing the branch retail staff.
• Competencies - Problem Solving, Technical Skills, Customer Service, Interpersonal Skills, Oral Communication, Written Communication, Teamwork, Business Acumen, Diversity, Ethics, Organizational Support, Judgment, Motivation, Planning/Organizing, Professionalism, Quality, Quantity, Safety and Security, Adaptability, Attendance/Punctuality, Dependability.