Branch Operations Manager - Bethel

About the Role

The Branch Operations Manager works with the Branch Manager to oversee branch operations, achieve sales and service goals, and assume all Branch Manager responsibilities in their absence.

Responsibilities

• Coach team members to deliver on the USB Customer Service Commitment Charter and brand values.
• Lead by example to create a positive, friendly, and welcoming branch environment.
• Ensure staff adherence to USB Quality Service Standards, including the "it takes two to say no" guideline.
• Drive positive customer service survey results and successful customer retention.
• Handle transactions accurately and efficiently, respecting customer time.
• Serve as a resource for resolving customer service issues and escalate to higher management when needed.
• Respond to customer complaints within 2 business days and resolve promptly.
• Set clear expectations for clients and ensure follow-up occurs.
• Maintain confidentiality and privacy of customer information.
• Participate in community service groups and activities.
• Promote and engage in lobby interactions to enhance customer experience.
• Maintain branch appearance, facilities, and order maintenance as needed.
• Ensure operational excellence by holding team members accountable for safety and soundness.
• Adhere to all policies and procedures, correcting audit violations as needed.
• Monitor and manage branch RCI, overdrafts, and charge-offs.
• Process RIM within authorized limits and comply with S.A.F.E. Act regulations.
• Provide NMLS registration number to consumers upon request and in written communications.
• Perform customer transactions accurately and in a timely manner.
• Comply with Fair Lending, UDAAP, and other regulatory requirements.
• Ensure all account documentation is scanned to Bank Operations promptly.
• Work with the Branch Manager to achieve branch profitability goals.
• Review profit center accounting reports and implement strategies for revenue and efficiency improvements.
• Coach Service Reps to address customer fee-based concerns with appropriate solutions.
• Assist in tracking, strategizing, and accomplishing sales and service goals.
• Coach team members to proficiency in the USB sales and service process.
• Demonstrate urgency in achieving branch deposit, loan, investment, and cross-sell goals through individual production.
• Provide feedback and coaching on sales and service results.
• Maintain working knowledge of all USB products and services and educate staff consistently.
• Stay current on products/services from other business lines to aid cross-selling efforts.
• Model the USB sales and service process and promote the use of tools, job aids, and playbooks.
• Actively source and facilitate Bank at Work opportunities.
• Maximize in-branch customer interactions to promote USB’s value and deepen customer relationships.
• Develop and retain high-performing team members through coaching and leadership.
• Provide timely and meaningful coaching feedback.
• Motivate personnel and foster workplace enthusiasm, including opportunities for professional growth.
• Minimize employee turnover due to job dissatisfaction.
• Ensure team members are dressed professionally.
• Manage staffing schedules to ensure a quality customer experience.
• Oversee HR processes for direct reports, including performance reviews, recruitment, training, and disciplinary actions.
• Participate in the interviewing process for new staff members.

Location

This position is located at the Bethel Branch - 24 Grassy Plain St, Bethel, CT.