Assistant Manager

Country Bank is a growing mutual community bank with locations in Hampden, Hampshire and Worcester counties, committed to making a difference in the lives of our customers, communities, and team members since 1850.

About the role

The Assistant Manager works in conjunction with the Retail Banking Officer to ensure the Banking Center operates at the highest level, including sales performance, customer growth and retention, oversight of the end-to-end customer experience, and operational practices. This role supports staff development efforts, including coaching and training, and contributes to the Bank’s overall goals through sales activities, calling programs, community engagement, and tailored customer service.

Responsibilities

• Provides on-the-spot coaching to Banking Center staff regarding the Country Bank Experience, Avannis Survey management, and other performance opportunities.
• Prepares and conducts quarterly coaching development sessions with banking center staff.
• Assists the Retail Banking Officer with identifying and correcting performance-related issues.
• Ensures effective communication of policies, procedures, Bank-wide initiatives, and operational changes to staff.
• Facilitates Banking Center meetings on leadership, operations, employee development, product knowledge, sales, service, and goal objectives.
• Manages operational soundness and workflow, including scheduling, complex customer requests, and audit compliance.
• Models and promotes the Country Bank Experience, facilitating role-play and skill-building exercises to improve customer engagement.
• Implements strategies to enhance the Country Bank Experience and coaches staff accordingly.
• Builds and deepens customer relationships by understanding financial needs and offering solutions, products, promotions, and digital services.
• Meets customer service and sales goals, achieving high satisfaction ratings on Avannis surveys.
• Generates referrals for mortgage, commercial loan, cash management, and merchant services.
• Opens new accounts (consumer, business, retirement) and ensures proper identification and documentation.
• Provides education on self-service products, including ATM, ITM, online, and mobile banking.
• Handles account servicing requests, such as address changes, business account updates, ATM/debit card issuance, fraud resolution, and troubleshooting digital banking.
• Originates and closes home equity lines of credit, consumer loans, and Small Business Express loans.
• Attends training, webinars, and seminars to stay current on banking trends and Country Bank products.
• Processes financial transactions, including deposits, withdrawals, loan payments, check cashing, cashier’s checks, wire transfers, and foreign currency orders.
• Performs transaction exceptions within policy guidelines and balances cash box, cash recycler, and vault daily.
• Independently opens and closes Banking Centers following Bank procedures.
• Maintains compliance with federal, state, and local laws and regulations.
• Builds long-lasting relationships with customers, communities, and colleagues, embodying the Bank’s Core Values: Integrity, Service, Teamwork, Excellence, and Prosperity.
• Works 2-3 weekend days per month, as scheduled.

Requirements

• High School diploma or equivalent required; Associate’s degree or equivalent banking experience preferred.
• Minimum of three years’ experience in a banking environment.
• At least one year of coaching and supervising others preferred.
• Ability to acquire and maintain a Notary Public license.
• Lending origination skills and active registration with the Nationwide Mortgage Licensing System.

Skills

• Ability to work independently and as part of a team.
• Strong understanding of federal, state, and local banking laws and regulations.
• Excellent customer service, negotiation, and communication skills (written and verbal).
• Professional demeanor, tact, diplomacy, and ability to maintain confidentiality.
• Basic knowledge of Microsoft Office Suite (Excel, Outlook, PowerPoint, Word).

Benefits

• Medical, dental, and vision insurance.
• 401(k) Plan with generous employer contribution and match.
• Income protection benefits.
• Educational assistance and tuition reimbursement.
• Generous paid time off.

Pay

$50,000 to $63,000 annually.

Schedule

Full-time, 37 hours weekly.