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 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 to staff on policies, procedures, Bank-wide initiatives, or operational changes.
• 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 customer experience and coaches staff accordingly.
• Identifies and pursues opportunities to build and deepen customer relationships by understanding their financial needs and offering solutions.
• Meets customer service and sales goals, achieving high satisfaction ratings on Avannis surveys.
• Responsible for mortgage, commercial loan, cash management, and merchant service referrals to internal business lines.
• Opens consumer, business, and retirement accounts, ensuring proper identification and documentation.
• Provides education on self-service products, including ATM, ITM, online, and mobile banking.
• Manages account servicing requests, such as address changes, business account updates, ATM/debit card issuance, and fraud resolution.
• Originates and closes home equity lines of credit, consumer loans, and Small Business Express loans.
• Attends training to stay current on banking trends, products, and services.
• Processes financial transactions, including deposits, withdrawals, loan payments, check cashing, wire transfers, and foreign currency orders.
• Performs transaction exceptions within policy guidelines and balances cash box, 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.
• Required to work 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.
• Understanding of federal, state, and local laws and regulations, with sound judgment in decision-making.
• Strong customer service, negotiation, and communication skills (written and verbal).
• Professional demeanor, confidentiality, tact, and diplomacy.
• Basic knowledge of Microsoft Office Suite (Excel, Outlook, PowerPoint, Word).

Benefits

• Medical, dental, and vision insurance.
• 401(k) Plan with generous employer contribution plus 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.

Working Conditions

This position is in a Retail Banking Center environment and may require prolonged periods of standing and computer use. Minimal physical effort includes repetitive motion, reaching, talking, hearing, and lifting up to 50 lbs. Some travel between offices may be required.