Branch Manager

About the role

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

Responsibilities

• Acts as a key member of management; understands the business, financials, industry, customers, and strategy.
• Supervises employees, provides direction, coaches, trains, develops, and manages performance to company goals and expectations.
• Manages daily branch operations by ensuring policies and procedures are followed, reports are completed, and branch audits are satisfactory.
• Monitors and administers the approved branch budget, explains variances, and maintains an acceptable level of non-sufficient funds fee waivers.
• Oversees maintenance and security of the facility and ensures the branch stays up-to-date on government regulations and association policies.
• Directs branch staff to achieve sales, cross-selling, and referral goals for bank products and services.
• Leads and participates in branch sales promotion campaigns, including customer calling programs.
• Coaches and mentors staff on sales skills and techniques and works with Marketing to ensure effective branch displays and materials.
• Ensures the branch provides quality customer service and schedules staff according to the Branch Staffing Model.
• Monitors staff compliance with bank regulations, requirements, and procedures, including operational and security policies.
• Communicates changes in regulations and bank policies to staff and conducts branch meetings.
• Meets individual goals and production standards by engaging customers, determining their needs, and cross-selling appropriate products.
• Provides investment, mortgage, and business banking referrals and follows up on opportunities to achieve branch and bank goals.
• Responds to customer inquiries, takes consumer applications, and follows up on loan processing and closing.
• Opens and closes accounts accurately and in accordance with bank policy and regulations.
• Serves as the branch’s primary customer relations representative and resolves customer complaints.
• Approves customer transactions and overrides and operates a teller window when necessary.
• Maintains membership in community organizations and participates in events to develop referral and customer relationships.
• Manages branch sales activities, coaches employees on sales approaches, and ensures staff sales goals are met.
• Establishes and expands relationships with business customers to drive commercial sales through outside calling.
• Manages service providers and vendors strategically, sets expectations, develops performance metrics, and measures vendor performance.
• Performs other duties as required.

Requirements

• High School Diploma or equivalent is required; Bachelor’s degree is preferred, or equivalent experience.
• Valid Driver’s License is required; NMLS Number and Notary certification are required.
• 5 to 7 years of experience in banking or financial services is required.
• 3 to 5 years of supervisory experience is required.

Skills

• Adaptability
• Communication skills
• Customer service
• Interpersonal skills
• Job knowledge
• Judgment
• Leadership
• Planning and organization
• Staff development
• Technical expertise
• Proficiency in MS Office (Outlook, Excel, Word) or similar software is required.
• Experience with Loan Origination Software, Cleartouch, OnBase, and government/investor web portals is preferred.
• Experience in banking laws, regulations, and guidelines is required.
• Experience in retail banking and customer service is required.

Schedule

Able to work days and hours the branch offices are open. Able to work overtime as required and be on call for emergencies 24 hours a day, 7 days a week.

Physical Environment

• Regularly required to lift, walk, stand, sit, bend, reach with hands and arms, climb, push/pull, use hands, and see, hear, and speak.
• Must occasionally lift and/or move up to 25 pounds.
• Noise level in the work environment is usually quiet to moderate.
• Position is performed in an office setting.