Banking Center Manager (SA)

SUMMARY

The Banking Center Manager is responsible for leading the overall performance of the banking center by overseeing daily operations, customer experience, and employee development. This role ensures the branch operates in compliance with all regulatory and internal standards while delivering consistent service quality and achieving performance goals. The Banking Center Manager leads by example, coaches and develops staff, and creates an environment that supports strong execution, accountability, and customer trust.

ESSENTIAL DUTIES

• Creates a welcoming environment and communicates professionally and confidently with team members through daily huddles, coaching sessions, meetings, and presentations

• Leads by example and consistently coaches the team to deliver exceptional service quality and a positive customer experience

• Oversees all banking center operations, including lobby activities, teller operations, opening and closing procedures, facility upkeep, audit readiness, compliance, and risk management

• Applies sound judgment and problem-solving skills to address operational issues, customer concerns, and complex situations

• Manages the hiring, onboarding, coaching, counseling, and performance evaluation of banking center staff, supporting employee development and career progression

• Maintains accountability for the banking center’s portfolio and identifies ways to deepen the client relationship through cross-selling efforts to promote loyalty and retention, effectively utilizing reports to identify sales opportunities and develops strategies to close the performance gaps

• Provides a complete range of customer service including opening all types of deposit new accounts, consumer, small business loans (if applicable / if authorized), credit cards and cross- selling of other bank products/services such as self-service banking solutions (ATM, Mobile Banking, etc.)

• Ensures targets for loan and deposit growth, past dues, delinquency ratios and charge-offs are attained

• Actively contributes to help meet the banking center’s goals, as well as individual sales and referral goals by cross-selling and referring customers to bank business partners when more complex financial needs are recognized such as Commercial Lending, Mortgage, Insurance, Investments, Merchant Services, Wealth Management or Treasury Management

• Presents a complete picture of the banking center’s needs to internal bank partners to support customer needs requiring specialized expertise

• Represents the banking center in the community to enhance the bank’s visibility and support relationship-building efforts

• Effectively manages time, priorities, and resources to meet operational, service, and performance expectations while meeting critical deadlines

• Participates in job specific training and other various Bank training programs, as necessary

• Maintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy, and ensures adherence by the respective department personnel

• Maintains current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations, and ensures adherence by the respective department personnel

• Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML, and ensures adherence by the respective department personnel

Qualifications

• High School Diploma or GED required

• Bachelor’s degree in business, finance, marketing, or related field, preferred

• Minimum 5 years of banking experience, including branch operations and customer-facing roles, or 3 years at Lone Star National Bank

• Prior teller or teller-line supervisory experience preferred

• Prior leadership or supervisory experience required

• Demonstrated ability to lead, coach, and develop teams

• Strong operational judgment and decision-making skills within a regulated environment

• Thorough understanding of corporate account documentation and consumer loan documentation, including proficiency with BSA and CIP

• Ability to balance service quality, compliance, and performance expectations

• Demonstrated ability to retain and apply complex operational and regulatory requirements

• Proficiency in personal computers and Microsoft Office applications (Word, Excel, Outlook)

• Bilingual in English and Spanish preferred

• Ability to work flexible hours, including Monday through Friday and a rotating Saturday schedule, as business needs dictate

• Ability to travel within the community to seek new business opportunities

ORGANIZATION

This position reports to the Regional Sales Manager

This position oversees all the assigned banking center’s staff

TRAINING REQUIREMENTS

All employees are required to attend scheduled mandatory training and complete online regulatory compliance training courses applicable to their specific job function. In all situations, employees must ensure that their actions fully comply with all federal banking laws and regulations, including internal bank policies and procedures. Failure to adhere to these requirements will be grounds for disciplinary action, including probation and possible termination.

COMMUNITY INVOLVEMENT

Lone Star National Bank’s Mission Statement includes a commitment to helping our communities grow by serving them with pride and integrity. All employees are encouraged to volunteer for bank sponsored activities, civic, charitable and community events and to be active in the communities we serve.