Financial Solutions Assistant Manager

About the role

You will live out our Mission to improve the financial lives of our neighbors and their businesses. You understand the importance of the customer experience, and the role each employee plays in delivering on our Customer Service Promise every day.

Responsibilities

• Deepen Consumer Relationships – 30% of your time will be spent growing relationships with your existing customer base. You will do this through the following activities: Stay connected with customers through onboarding and outbound calling. Achieve assigned outbound calling expectations. Generate consistent and meaningful appointments weekly including prospects. Identify partner referrals by asking purposeful questions. Uncover consumer lending opportunities, with an emphasis on real estate secured. Grow Consumer Relationships – 30% of your time will be spent establishing and growing consumer relationships through the following activities: Ask for referrals from your existing customers, thanking them and following up with them; advocate for the Refer-A-Friend program. Utilize marketing campaigns to inform customers about our products. Use effective research, tools, and techniques for prospecting. Lead by example using our BUILD conversation framework. Own partner relationships
• Developing Your Team and Yourself – 20% of your time will be spent ensuring that you and your team are engaging in the right activities to drive growth, both in balance sheets and in yourselves. This will happen by engaging in the following activities: Take ownership of your own development Assist employees with their Pathways progression. Provide on-going formal and on-the-spot coaching. Attract, acquire, retain, and develop talent. Demonstrate and role play with team members regularly. Assign individual goals in collaboration with your BMBB. Complete all required training in a timely manner.
• Manage Operations and Compliance – 20% of your time will be spent ensuring your office is a well-oiled machine. You will do this by: Always being dedicated to protecting the privacy and security of our customers Oversee proper completion of all account opening and loan documents, and transaction processing. Manage NSF/OD and other fee retention by ensuring the team is having the right conversation. Oversee proper cash handling, teller differences and dual control guidelines, managing internal controls. Delegate and oversee responsibilities for others to learn internal controls. Mitigate Risk by adhering to FCB policies, procedures, and processes.
• Customer Experience – every day, every customer, every interaction you will always have the following at the top of your mind: Live our Mission and Core Values Be a Champion of our Customer Service Promise to Put Customers First, Be Relentless, Inspire Confidence, Champion Simplicity and Obsess with Yes Increase the sales effectiveness and efficiency of your team by championing BUILD and conducting consistent outbound calling. Promptly follow-through and ensure you are the single contact for problem resolution. Follow the “One to say YES, two to say NO” rule. Maintain the highest standard of conduct and account integrity for yourself and your team.

Bona Fide Occupational Qualifications

• An associate’s degree or equivalent experience.
• Three (3) or more years of relevant experience in a customer-centric sales environment with a proven track record of leading, exceeding assigned goals, and developing talent.
• Excellent communications skills, enthusiastic about helping others, motivated to learn, solutions-based sales skills, professionalism, resourcefulness, exceptional relationship-building skills, ability to excel in a complex and dynamic environment.
• Tech-savvy (i.e., Microsoft Office, Internet, mobile technology, bank systems).
• Must register and maintain current registration with the National Mortgage Licensing System & Registry (NMLS).