Customer Experience Manager (Branch Manager) - Bethel

PRIMARY RESPONSIBILITIES

• Responsible for overall operational efficiency of branch as well as audit requirements and results.
• Monitor and process overdrafts on a daily basis; exercise authority to render decisions on overdrafts by set deadlines.
• Drive staff to achieve operational goals.
• Provide timely coaching and motivation to employees; complete action plans for and manage performance of those who fall below the minimum operational performance objectives.
• Create and maintain an environment where employees feel engaged, supported and valued.
• Support the Bank’s Mission Statement, Vision Statement and Core Values with staff and monitor its continual use.
• Provide training as necessary.
• Communicate important information regarding procedural updates and fraud alerts to staff as necessary to reduce bank exposure to monetary loss.
• Ensure compliance with all applicable federal and state banking regulations, and bank policies and procedures.
• Lead weekly staff meetings to discuss policies, procedures, and sales activities and when appropriate include the Market Manager.
• Serve as primary point of contact for branch service, for all external and internal customers, exercising discretion to resolve customer complaints or properly refer them for assistance.
• Ensure branch staff provides excellent customer service, e.g., facilitating the meeting and greeting of lobby customers, using courteous telephone etiquette.
• Maintain and demonstrate knowledge of and adherence to all CIP, BSA, AML and OFAC requirements, as set forth in the Bank’s policies, procedures and programs.
• Complete all compliance requirements by scheduled deadlines.
• Regularly update the Regional Experience Manager on branch activity regarding service, audits, procedures, policies, sales performance and employee development.
• Independently prepare and conduct performance evaluations for all direct reports.
• Interview candidates for employment and make recommendations to Regional Experience Manager and/or Human Resources regarding staffing.
• Recommend and/or implement disciplinary actions and appropriate staff counseling for employees as needed.
• Actively pursue career growth and development opportunities for their team members.
• Promote the complete line of deposit products and related services to customers in an effort to reach defined goals and enhance profitability.
• Accept consumer and business loan applications.
• Solicit new business from existing and potential customers by independently identifying sales opportunities, uncovering needs and referring them to Commercial Lending, Retail Lending and Newtown Investment Solutions.
• Maintain and meet the Bank’s volunteer specifications and be involved in community activities as necessary.

POSITION REQUIREMENTS

• Associate's degree and/or 3-5 years of banking experience
• Supervisory Experience is a must

QUALIFICATIONS

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements listed above are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.