Branch Manager

About the role

The Branch Manager oversees the sales and operations of a bank branch, ensuring adherence to policies and procedures.

Responsibilities

• Act as a key member of management, understanding the business, financials, industry, customers, and strategy.
• Supervise employees, providing direction, coaching, training, and development while managing performance to company goals.
• Manage daily branch operations, ensuring policies and procedures are followed, reports are completed, and audits are satisfactory.
• Monitor and administer the approved branch budget, explain variances, and maintain acceptable levels of non-sufficient funds fee waivers.
• Oversee facility maintenance and security, and keep the branch updated on government regulations and association policies.
• Direct branch staff to achieve sales, cross-selling, and referral goals for bank products and services.
• Lead and participate in branch sales promotion campaigns, including customer calling programs.
• Coach and mentor staff on sales skills and techniques, and work with Marketing to ensure effective branch displays and materials.
• Ensure the branch provides quality customer service.
• Schedule staff and monitor hours in accordance with the Branch Staffing Model.
• Ensure staff compliance with bank regulations, requirements, and procedures, including operational and security policies.
• Communicate and reinforce changes in regulations and bank policies to staff.
• Conduct branch operations, sales, and other meetings.
• Meet individual goals and target production standards by engaging customers to determine their needs and assist in choosing appropriate products.
• Cross-sell bank products and services, provide investment, mortgage, and business banking referrals, and follow up on opportunities.
• Respond to customer inquiries, take consumer applications, and follow up on loan processing and closing.
• Open and close accounts accurately and in accordance with bank policy and regulations.
• Serve as the branch’s primary customer relations representative, resolving complaints and approving customer transactions.
• Maintain membership in community organizations and participate in events to develop referral and customer relationships.
• Manage branch sales activities, coach employees on sales approaches, and ensure staff sales goals are met.
• Establish and expand business relationships with current customers through outside calling activities.
• Manage service providers and vendors strategically, set expectations, develop performance metrics, and measure vendor performance.
• Perform 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.
• 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 customer service and retail banking is required.

Skills

• Adaptability
• Communication
• Customer service
• Interpersonal skills
• Job knowledge
• Judgment
• Leadership
• Planning and organization
• Staff development
• Technical expertise

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.