Branch Manager

Compensation range is intended to provide a general estimate and does not guarantee a specific rate of pay.

Responsibilities

• Perform any functions necessary within the scope of authority and expertise to provide the highest levels of customer service and responsiveness.
• Consistently meet or exceed individual, branch, and bank goals set by SVP Retail Banking.
• Develop, implement, and manage a detailed performance plan for individual employees and the branch.
• Participate with SVP Retail Banking in establishing team and individual goals.
• Execute the hiring process in coordination with Assistant Branch Manager and Head Teller.
• Make recommendations to reward and recognize performance of team members using established programs.
• Utilize decision/exception tools to support valuable customer retention.
• Ensure excellence in customer service and maintain service standards.
• Maintain a working knowledge of the bank’s products and services; make recommendations based on customer needs.
• Train and coach staff on the bank’s products and services to drive positive growth.
• Proactively participate in community networking and visit potential/existing business clients to foster relationships.
• Interview and take applications for all consumer and home equity loans/lines; close consumer and home equity loans/lines.
• Ensure Assistant Manager/CSR and CSR are knowledgeable to interview, take applications, and close loans.
• Refer purchase mortgages and refinances to the branch’s Mortgage Loan Officer (MLO) and assist customers with online mortgage applications in the MLO’s absence.
• Maintain strong knowledge of consumer and home equity systems, products, regulations, and processes; ensure Assistant Manager/CSR do the same.
• Observe and coach the entire branch team; maintain open communication and provide feedback on processes.
• Provide input and recommendations for employee performance management.
• Execute performance evaluations for the branch team in coordination with Assistant Branch Manager and Head Teller.
• Promote teamwork and a positive working environment to achieve individual, team, and bank goals.
• Assist in establishing development goals and plans for self and team members.
• Serve as a role model and mentor to help staff achieve career goals.
• Meet or exceed individual and team development goals.
• Participate in and encourage team involvement in community efforts.
• Reward and recognize staff performance using established programs (e.g., “Peer Recognition Program,” “Checking Acquisition Program”).
• Maintain a comprehensive understanding of the bank’s mission statement and core values.
• Understand and communicate the goals and strategies of the bank’s business partners; make referrals as needed.
• Ensure compliance with Federal and State laws, as well as the bank’s policies and procedures.
• Assist with periodic audits, month-end reports, and inventories in a timely manner.
• Ensure branch security, including physical security devices and adherence to opening/closing procedures.
• Train the branch team on all security procedures.
• Prevent fraudulent activities through adherence to bank policies and procedures.
• Ensure fee waivers and rebates are granted within bank guidelines.
• Participate in community development services within the bank’s assessment area (e.g., affordable housing, financial literacy programs, fundraising for low-to-moderate income initiatives).

Requirements

• Undergraduate degree or similar coursework/training.
• 5-7 years of customer service and sales experience.
• 5-7 years of supervisory experience with demonstrated success in leading, coaching, managing, and motivating others.
• Prior Branch Manager experience is a plus.
• Fluency in a second language is a plus.
• Ability to stand for extended periods and lift up to 50 lbs.
• Strong written and oral communication skills.
• Excellent customer service skills.
• Proficiency with computer systems and office equipment.
• Adherence to the bank’s dress code policy.
• Flexibility in scheduling, including Saturdays and extended hours; travel may be required.

Skills

• Leadership and team-building abilities.
• Strong customer service and communication skills.
• Sales and relationship-building expertise.
• Coaching and mentoring skills.
• Working knowledge of computer and processing systems.
• Awareness of business, investment products, mortgages, and lending services.
• Ability to develop and utilize teller skills for staffing flexibility.
• Ability to work with a diverse workforce and customer base.
• Commitment to personal growth and success.
• Excellent organizational and decision-making skills.
• Understanding of the bank’s goals, strategies, and the roles of key business partners.
• Ability to work independently and write/deliver performance evaluations.
• Competency in branch operations, including teller line oversight, vault management, and scanning processes.

Competencies

• Coaching: Facilitating the development of others’ knowledge and skills; providing timely feedback and guidance.
• Team Building: Actively participating as a team member to achieve goals; prioritizing team success over individual achievement.
• Communication Skills: Strong verbal, written, formal, informal, interpersonal, and active listening abilities.
• Relationship Building: Strong interpersonal skills and credibility.
• Customer Service Orientation: Prioritizing customers and their needs; developing and sustaining productive customer relationships.
• Integrity: Adhering to social, ethical, and organizational norms; upholding codes of conduct and ethical principles.
• Detail Oriented: Knowledge and adherence to all pertinent policies, procedures, and communication; effective follow-through and reinforcement.