Assistant Branch Manager I Hudson NH Branch

Rockland Trust is a full-service commercial bank and financial services company committed to helping our neighbors reach their financial goals. Founded in 1907 and headquartered in Massachusetts, we serve individuals, families, and businesses throughout New England with a strong emphasis on personal relationships, local decision-making, and community impact.

About the role

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. You create a positive and motivating team environment to help staff meet branch goals and cultivate a customer-centric retail environment focused on identifying and providing team-based solutions for customer financial needs. You take responsibility for ensuring every customer receives a consistent World Class Customer Experience with every branch staff interaction, whether in person, over the phone, or through digital channels.

Responsibilities

• 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, ensuring proper controls over all 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 the Salesforce platform.
• Manage referral targets on both an individual basis and for the branch team, leveraging a needs-based, consultative sales approach.
• Proactively identify, report, and resolve customer issues to ensure a positive customer experience.
• Ensure team compliance with Rockland Trust policies and procedures by leading by example and demonstrating core values.
• Maintain 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.
• 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 proactive outreach such as outbound calling and external sales calls.
• Consistently meet or exceed sales and service expectations by leveraging needs-based product recommendations; meet or exceed requirements on mystery shops.
• Show initiative in maintaining product knowledge by taking advantage of training opportunities and completing required trainings within provided timeframes.
• 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.

Requirements

• Must be or become a Notary Public and NMLS certified.
• Ability to generate sales excitement and act as a coach and mentor to staff.
• Proficient in Microsoft Word and Excel with the ability to operate a variety of office equipment.
• Excellent verbal and written communication skills.
• Consultative, team-oriented sales personality with outstanding customer service skills.
• Sound risk decision-making skills and strong operational proficiency.
• Supervisory abilities to provide constructive and positive feedback and manage performance.
• Ability to meet compliance and audit requirements.
• High degree of professionalism and ability to demonstrate tact and diplomacy when needed.
• Ability to work within normal office requirements, with long periods of standing and continuous customer support.
• Willingness and ability to work within a flexible work week, which may include weekends, as customer needs dictate.
• Serves as the bank representative in community activities.
• Ability to successfully complete all required onboarding, job-specific, compliance, regulatory, operational, and continuing education training programs within established timeframes.

Qualifications

• College degree and two to four years of retail banking or equivalent experience preferred.
• Retail Banking experience in a sales environment with strong supervisory experience is ideal.

Benefits

• Competitive compensation with performance-based incentive awards.
• Health, dental, and vision insurance.
• Pet insurance.
• 401(k) retirement plan.
• Long-term disability and life insurance.
• Child care reimbursement.
• Tuition assistance for graduate and undergraduate programs.
• Award-winning wellness program.
• Paid vacation.

Pay

Compensation for this role will be based on a variety of factors, including skills, experience, education, and internal equity. The salary range posted reflects the company’s good-faith estimate of the range for this position at the time of posting. Actual compensation may vary. In addition to base salary, certain positions may be eligible for additional compensation, including commissions, incentive awards, or stipends.