Branch Manager

Primary Accountabilities / Responsibilities

Performs any functions necessary within the scope of authority and expertise, to provide the highest levels of customer service and responsiveness to our customers.

Superior Service Quality

• Maintains/exceeds individual, branch, and bank goals as set by SVP Retail Banking and bank.
• Develops, implements, and manages a detailed performance plan for both the individual employees and the branch.
• Participation with SVP Retail Banking in establishing team and individual goals.
• Executes the hiring process in coordination with Assistant Branch Manager and Head Teller.
• Makes recommendations to reward and recognize performance of team members using established programs and sources.
• Effectively utilizes decision/exception tools to support valuable customer retention.
• Maintains a working knowledge of the bank’s products and services and makes recommendations based on customer’s needs.
• Adds positive growth to the bank as a whole by assisting with the training and coaching of the staff on the bank’s products and services and making recommendations based on the customer’s needs.
• Proactively participates in community networking opportunities and routinely visits potential and existing business clients to foster new relationships or deepen existing relationships.
• Lends interview and takes applications for all consumer and home equity loans/lines.
• Closes consumer and home equity loans/lines.
• Ensures Assistant Manager/CSR and CSR are knowledgeable to interview/take applications and close loans.
• Refers purchase mortgages and refinances to branch’s MLO (Mortgage Loan Officer), but may also assist customers in entering online mortgage applications in absence of MLO.
• Maintains a strong knowledge of our consumer and home equity systems, products, regulations, and processes.
• Maintains a strong knowledge in these areas as well.

Leadership and People Management

• Observes and coaches the entire branch team.
• Maintains open lines of communication with the branch team.
• Ensures timely communication of pertinent information and offers feedback on current processes/routines for betterment of the bank as needed.
• Provides input and recommendations in support of employee performance management.
• Executes performance evaluations for entire branch team in coordination with Assistant Branch Manager and Head Teller.
• Promotes teamwork and a positive working environment in order to achieve individual, team, and bank goals.
• Aids in the establishment of development goals/plans for the self and team members.
• Promotes positive growth and development of the team.
• Assists in the establishment of development goals/plans for the self and team members.
• Participates in and encourages team involvement in community involvement efforts.
• Reward and recognize performance of staff utilizing established sources such as “Peer Recognition Program” and “Checking Acquisition Program.”
• Maintains a comprehensive understanding of the bank’s mission statement and core values.
• Understands the goals and strategies of our business partners at the bank and ensures that the team shares this knowledge.
• Makes referrals to our business partners as customer needs.

Operations and Compliance

• Ensures compliance with the Federal and State laws as well as the bank’s policies and procedures.
• Affords assistance with the completion of required periodic audits, month end reports, and inventories in a timely manner.
• Affords assistance with the security of the branch ensuring that all physical security devices are in continuous good working order.
• Affords assurance that all opening and closing procedures are consistently followed in adherence with the bank’s security policies.
• Affords assistance in ensuring all of the branch team are continually trained on all security procedures.

Financial

• Prevents fraudulent activities through adherence to the bank’s policies and procedures.
• Ensures fee waivers and rebates are granted within bank guidelines.

Additional Responsibilities / Accountabilities

• Encourages participation in a community development service within the Bank’s assessment area.

Requirements

• Maintains an understanding of the bank’s mission statement and core values.
• Performs other similar duties as assigned or requested by the SVP Retail Banking.
• Will be required to work Saturdays and may be required to work extended hours.
• Flexibility in scheduling is a must.
• Ability to stand for longer periods of time.
• Ability to lift up to 50 lbs.
• Strong communications both written and oral.
• Excellent customer service skills.
• Ability to use computer systems and office equipment.
• Adhere to the bank’s dress code policy as found in the HFG employee handbook.

Qualifications

• Undergraduate degree or similar course work/training.
• 5-7 years customer service experience/sales experience.
• 5-7 years supervisory experience.
• Prior Branch Manager experience is a plus.
• Fluency in a second language is a plus.
• Ideal Candidates Demonstrate The Following Leadership ability.
• Strong customer service skills.
• Strong communication skills.
• Knowledge of sales and relationship building skills.
• Coaching skills.
• Working knowledge of computer and processing skills.
• Awareness of business, investment products, mortgages, and lending services.
• Able to learn all software systems that support branch transaction processing.
• Able to develop and utilize teller skills to provide staffing flexibility as required.
• Able to work with a diverse work force and customer base.
• Strong commitment to achieving personal growth and success.
• Excellent verbal and written communication skills.
• Excellent organizational skills.
• Understanding of the bank’s goals, strategies, and the roles of key business partners.
• Must be able to work independently and have strong decision making skills.
• Writes and delivers performance evaluations.
• Participate in opening and closing of the branch.
• Have ability to directly oversee the teller line, run the vaults including cash recycler and branch scanning process.