Branch Manager

About the role

The Branch Manager is responsible for managing sales and operations of bank branch and ensuring policies and procedures are being followed.

Responsibilities

• Adds value as a key member of management; understands the business, financials, industry, customers and strategy.
• Supervises employees, provides direction, coaches, trains and develops, and manages performance to company goals and expectations.
• Manages the daily operation of the branch through ensuring policies and procedures are being followed, reports are completed, and branch audits are satisfactory; monitors and administers the approved branch budget and explains variances; maintains acceptable level of non-sufficient funds fee waivers as determined by management; oversees maintenance and security of facility; keeps branch up-to-date on government regulations and the association's policies and procedures regarding lending, savings, and branch operations.
• Directs activities of branch staff to ensure achievement of branch goals including sales, cross-selling, and referrals of Bank products and services; leads and participates in branch sales promotion campaigns including customer calling programs; coaches and mentors staff to ensure their use of appropriate sales skills and techniques; works with Marketing to ensure branch has effective marketing displays, signage, and materials; ensures the branch provides quality customer service.
• Schedules staff and monitors staff hours in accordance with Branch Staffing Model; ensures staff compliance with bank regulations, requirements, and procedures, and that staff follow operational and security policies and procedures; communicates and reinforces to staff changes in government regulations and the bank’s policies and procedures regarding lending, savings, and branch operations; conducts branch operations/sales meetings and other branch meetings.
• Meets Branch Manager’s individual goals and target production standards through engaging customers in meaningful conversations to determine their needs and assists the customer in choosing appropriate Bank products and services; cross-sells bank’s products and services by using insights gained about the customer’s needs and meets established cross-selling ratios; provides investment, mortgage, and business banking referrals, and follows up on referral opportunities to achieve branch and Bank goals; responds to customer inquiries regarding bank products; takes consumer applications; follows-up on the processing and closing of loans; opens and closes accounts with accuracy and in accordance to bank policy and applicable regulations.
• Serves as the branch's primary customer relations representative and resolves customer complaints; approves customer transactions and overrides; responds to customer inquiries; operates a teller window when necessary.
• Maintains membership in an approved community organizations and participates in community events/trade shows to develop and strengthen referral and customer relationships, and to develop business relationships with outside organizations.
• Manages sales activities in branch; coaches and trains employees on sales approaches; ensures staff sales goals are met; uncovers sales opportunities.
• Establishes relationships with current business customers and expanding business relations to drive commercial sales via outside calling activities.
• Manages service providers and vendors effectively; structures relationships with service providers in a strategic manner; sets expectations; develops performance metrics; measures vendor performance, provides feedback and holds accountable.
• Other duties as required.

Requirements

• Experience in banking laws, regulations, and guidelines is required.
• Experience in customer service is required.
• Experience in retail banking is required.
• Experience in financial services or banking is preferred.
• Proficiency in MS Office [Outlook, Excel, Word] or similar software is required.
• Loan Origination Software, Cleartouch, OnBase, various government and investor software/web portals is preferred.

Education and Experience

• Education: High School Diploma or equivalent is required; Bachelor’s degree is preferred, or equivalent experience.
• Certification: Valid Driver’s License is required. NMLS Number and Notary required.
• Years of experience: 5 to 7 years is required.
• Years of experience supervising: 3 to 5 years is required.

Physical Environment

• While performing the duties of this job, the employee is regularly required to lift, walk, stand, sit, bend, reach with hands and arms, climb, push/pull, use hands, and see, hear and speak.
• The employee must occasionally lift and/or move up to 25 pounds.
• The noise level in the work environment is usually quiet to moderate.
• This position is performed in an office setting.
• Able to work days and hours branch offices are open.
• Able to work overtime as required and be on call for any emergencies 24 hours a day, 7 days a week.