Community Banking Officer

Grade: 107 | Location: North Adams Office | Salary Range: $65,000 - $90,000 dependent upon qualifications and experience.

About the Role

As the manager of the branch, the Community Banking Officer oversees the operation of a full-service Community Banking Office. The CBO is responsible for directing and motivating staff to achieve high levels of individual and team performance that results in superior customer service in accordance with our Community Banking Service Standards. In conjunction with the Senior Community Banking Officer, the CBO maintains and expands personal and business account relationships to achieve revenue growth. As a brand steward, the CBO projects and ensures a positive branch image.

Responsibilities

Management and Leadership

• Manage the daily oversight and operation of the branch following established regulatory and security guidelines.
• Accountable for all branch staff and lead by example.
• Perform all Universal Banker and Assistant CBO duties as necessary, including covering the teller line.
• Exercise authority to terminate customer relationships/accounts and manage complex/special account service actions.
• Responsible for all branch staffing and scheduling to service all hours of operation.
• Track and address team performance goals, feedback, reviews, coaching, action plans, hiring, promotions, salary recommendations, and terminations.
• Facilitate individual and team professional development; coach staff to maximize potential.
• Work with Regional CBOs to create and manage staffing plans and resource allocation.
• Support training initiatives for regulatory compliance and product knowledge.
• Comply with policies, procedures, and compliance training; adhere to BSA/AML/OFAC regulations and guidelines.
• Maintain oversight for completion of scheduled monthly audit requirements.
• Comply with the company’s code of ethics.
• Responsible for the office building, grounds, equipment, and fixtures; respond to alarm and ATM calls after hours per security policy.
• Maintain intimate knowledge of core operating systems and related programs required for daily operational tasks, including consumer loan origination.
• Maintain full knowledge of all bank/branch policies and procedures, both administrative and regulatory.
• Uphold operational excellence and accountability with a “zero” critical error tolerance for the branch.
• Work closely with Regional CBO and Branch Operations Liaison to implement operational strategies and ensure adherence to defined procedures.
• Hold staff accountable for reducing or eliminating errors while maintaining acceptable consistency levels, including Quality Control, Reg. CC, cash log, and teller/desk transaction errors.
• Maintain the highest levels of knowledge and understanding of all electronic banking channels.

Business Strategy

• Embrace technology and utilize core operating system capabilities to create workflow efficiencies.
• Increase customer loyalty with effective service recovery.
• Collaborate with the Regional CBO to set business growth goals based on MountainOne’s business strategy.
• Develop and execute business development plans to increase deposit growth, loan sales, and banking services.
• Implement Community Banking programs or initiatives in the branch to drive results.
• Manage the effective and cost-efficient operation of the branch.
• Implement and oversee sales strategies and tactics for the branch, including tracking and monitoring sales and service campaigns.
• Represent MountainOne professionally in the community through volunteering, local chamber groups, municipal boards, Rotary groups, and community functions such as fundraisers and parades.
• Demonstrate a strong commitment to MountainOne’s core commitments and service standards.

Business Development

• Reinforce the company’s sales and service culture to increase internal referrals and referrals to financial partners.
• Develop relationships with key bank partners, such as Commercial, Mortgage, Insurance, and Investments.
• Demonstrate understanding of the branch customer base; identify target markets and cultivate top personal and business relationships with consistent outreach.
• Cultivate new relationships and business opportunities within and beyond MountainOne’s account base.
• Convert new relationships into accounts.
• Stay current with and use market data to advance business development.

Customer Service

• Form and manage working relationships with Branch Operations Liaison and across all company departments/functions.
• Handle customer problems and complaints, and counsel and support customers with special needs or requests.
• Drive and deliver the MountainOne Standard of Customer Care regarding daily transactions, proactively addressing inquiries, and resolving problems in accordance with bank policies.
• Develop, coach, and manage your team to uphold the MountainOne Standard at all times.
• Lead by example in exhibiting desired team behaviors.
• Develop and deepen customer rapport; maintain knowledge of account ownership, respond timely to correspondence, and resolve problems.
• Promote and advise on all bank products and services; ensure the team utilizes bank products to better serve customers.

Operations and Compliance

• Prepare and distribute management reporting as requested.
• Oversee the daily operations of the branch, working with the ACBO, Regional UBR, and Branch Operations Liaison.