Branch Services Manager

About the role

Mechanics Bank is currently searching for a Branch Services Manager to join our team. Here at Mechanics Bank, we value connection, partnership, long term relationships and working together in person. This role will be working on-site.

Responsibilities

• Manages a Retail Branch.
• Oversees the day-to-day operations of a branch, including cash management, security protocols, and operational compliance.
• Develops and executes strategies to retain customers, acquire new customers, and meet branch goals.
• Hires, trains, mentors, and coaches employees to achieve high performance and service quality.
• Solves complex customer inquiries or complaints and maintains high satisfaction levels.
• Ensures adherence to bank policies, legal regulations, and procedures to minimize risk.
• Manages a Retail Branch office and is responsible for overall performance including achievement of production and service goals.
• Develops and implements strategies to achieve objectives.
• Drives team performance to achieve goals through huddles, meetings, coaching, direction and leading by example.
• Develops and executes branch strategic plan including customer retention, employee development and retention, succession planning, branch efficiency, and operational soundness.
• Manages budgeting and forecasting for the branch.
• Manages the compliance and operations functions of a Retail Branch.
• Sets priorities for branch operations, identifies and analyzes operating issues, solves operational issues and provides input for improvement in processes and procedures.
• Administers monthly, quarterly and annual self-audit checklist, reviews, approves daily reports, and verifies cash-on-hand balances.
• Responsible for compliance with regulatory requirements, adherence to Bank policies and procedures, risk management requirements, and safety and security of the branch.
• Maintains branch security by coaching and training staff in security procedures.
• Ensures controls are maintained over items such as keys and combinations, and cash and transactional limits.
• Learns and implements new programs, products and processes within the branch.
• Identifies emerging issues and trends to inform decision making.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• Reviews customer transactions for red flags and fraudulent items.
• Maintains an awareness of criminal scams used against banking customers.
• Reviews account completely prior to performing overrides.
• Schedules staff to ensure appropriate lobby coverage.
• Provides comprehensive deposit services to individuals, fiduciary, and small businesses in a Retail branch.
• Opens and closes customer accounts including checking, savings, money markets, certificates of deposit, and IRAs.
• Safeguards customer information and ensures confidentiality.
• Assists customers with account maintenance, online banking, mobile banking, and other complex account issues.
• Schedules and performs routine teller transactions, wire transfers, and works directly with customers.
• Accepts, verifies, and processes basic to more complex customer transactions.
• Maintains an awareness of criminal scams used against banking customers.
• Reviews account completely prior to performing overrides.
• Schedules and processes consumer and small business loan applications.
• Provides notary and medallion signature guarantee services to customers.
• May provide remote approvals to staff at other branch locations.
• Assists at other branches as needed.
• Creates a warm, welcoming and friendly experience for all customers and employees.
• Models exemplary customer service qualities demonstrating a positive attitude and customer first culture.
• Responsible for overseeing efficient lobby management and building a trusting branch experience for customers.
• Assists customers with account servicing needs and resolves difficult customer issues with diplomacy.
• Effectively interviews and profiles new and existing customers to recommend appropriate banking products and services.
• Promotes the full range of deposit treasury management, and lending products and services that best meets the customer’s needs.
• Establishes and maintains relationships with current and potential customers in anticipation of increasing deposits and fee income from the sale of bank products.
• Responds to inquiries accurately, promptly, and efficiently.
• Performs follow-up calls to new and existing customers to ensure customer satisfaction.
• Travel: 0-10%

Requirements

• High School Diploma or GED required. Additional experience may be considered in lieu of degree.
• Minimum of 5 years of banking experience with an emphasis in operations.
• Minimum of 2 years of management experience.
• Excellent interpersonal skills; successful experience managing and leading people.
• Thorough knowledge and skills related to standard banking services and products and banking internal operating policies and procedures.
• Knowledge of small business and consumer credit principles and practices.
• Ability to motivate employees to provide excellent customer service, demonstrate initiative, and achieve results.
• Excellent interpersonal skills; successful experience managing and leading people.
• Considered a customer service role model.
• Ability to effectively introduce and sell Bank products and services.
• Ability to communicate effectively with customers and staff from a variety of backgrounds.
• Ability to motivate employees to provide excellent customer service, demonstrate initiative, and achieve results.
• Knowledge of current applicable federal and state banking regulations.
• The ability to analyze and apply the consumer and small business banking needs with specific Bank services and products.
• ADA Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Qualifications

• High School Diploma or GED required.
• Additional experience may be considered in lieu of degree.
• Minimum of 5 years of banking experience with an emphasis in operations.
• Minimum of 2 years of management experience.
• Excellent interpersonal skills; successful experience managing and leading people.
• Thorough knowledge and skills related to standard banking services and products and banking internal operating policies and procedures.
• Knowledge of small business and consumer credit principles and practices.
• Ability to motivate employees to provide excellent customer service, demonstrate initiative, and achieve results.
• Excellent interpersonal skills; successful experience managing and leading people.
• Considered a customer service role model.
• Ability to effectively introduce and sell Bank products and services.
• Ability to communicate effectively with customers and staff from a variety of backgrounds.
• Ability to motivate employees to provide excellent customer service, demonstrate initiative, and achieve results.
• Knowledge of current applicable federal and state banking regulations.
• The ability to analyze and apply the consumer and small business banking needs with specific Bank services and products.
• ADA Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Skills

• Strong leadership and management skills.
• Excellent interpersonal and communication skills.
• Ability to manage multiple tasks and prioritize responsibilities.
• Knowledge of banking regulations and compliance.
• Ability to develop and implement strategies.
• Effective problem-solving and conflict resolution skills.
• Customer service orientation.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Ability to handle sensitive and confidential information.
• Ability to adapt to changing environments and priorities.
• Ability to work under pressure and meet deadlines.
• Ability to make decisions based on data and analysis.
• Ability to build and maintain strong relationships with customers and colleagues.
• Ability to identify and address customer needs and concerns.
• Ability to manage budgets and forecast financial outcomes.
• Ability to lead and develop a team.
• Ability to implement new programs, products, and processes.
• Ability to identify and report suspicious activity.
• Ability to review and process customer transactions.
• Ability to open and close customer accounts.
• Ability to provide notary and signature guarantee services.
• Ability to schedule and assist with loan applications.
• Ability to provide ongoing customer support and follow-up.
• Ability to travel as needed.

Benefits

• Medical, prescription, dental, and vision coverage for employees and their eligible family members.
• Employer paid Employee Assistance Program, Life Insurance, AD&D, and Disability benefits.
• Health Savings Account with employer contribution.
• Healthcare and Dependent Care Flexible Spending Accounts and Commuter/Parking Benefit.
• 401(k) and Roth 401(k) with company contribution.
• 529 Education Savings plan, Tuition Reimbursement Program and Student Loan Assistance Program.
• Supplemental Health plans, Voluntary Legal and Identity Theft Services.
• 11 paid holidays, paid Sick days (accrual of one hour for every 30 hours worked), up to 25 paid vacation days, and 16 hours of paid volunteer time throughout the calendar year.
• Free personal checking and savings account; Discounted rates on primary residence loan with $0 origination fees (restrictions apply).

Pay

$72,000 - $105,000 annually AIP Bonus up to 10%

Schedule

0-10% Travel