Sr. Relationship Banker Lead/Branch Manager

Responsibilities

• Assist customers with transactions, opening consumer accounts, and supporting complex banking needs.
• Lead audit and compliance efforts, coaching bankers for optimal performance, and collaborating with the Market President to drive market growth.
• Efficiently coordinate with various departments, including treasury, for top-notch onboarding and servicing.
• Maintain and grow the consumer loan portfolio for the branch.
• Offer more in-depth solutions to enhance customer's financial wellbeing.

Essential Duties and Responsibilities

• Customer Service & Sales:
• Greet customers within 3 seconds of arrival and provide prompt, professional assistance.
• Identify customer needs and recommend appropriate products and services.
• Ensure timely follow-up on customer inquiries, service issues, and requests.
• Maintain thorough knowledge of all bank products, services, and digital tools.
• Conduct effective onboarding conversations in alignment with UBank standards.
• Open and maintain consumer and business accounts; perform account servicing.
• Aid customers with online banking access, debit card issues, and fraud resolution.
• Manage dormant accounts and account status updates.
• Support PhoneBank system to assist customers with account access and inquiries.
• Develop and grow the branch consumer loan portfolio.
• Relationship Management:
• Build meaningful relationships using the Personal, Professional, and Play (3Ps) framework.
• Provide empathetic, non-judgmental service to all customers.
• Offer needs-based financial solutions to improve customers’ financial wellbeing.
• Execute the 2x2x2 follow-up process for new accounts:
• Thank-you card within 2 days
• Follow-up call within 2 weeks
• Additional outreach at 2 months
• Leadership & Team Management:
• Lead, coach, and develop branch team members.
• Conduct regular team meetings (minimum twice weekly check-ins and one monthly meeting).
• Manage branch scheduling to ensure appropriate coverage and service levels.
• Drive achievement of branch goals and key performance indicators (KPIs).
• Foster a culture of accountability, collaboration, and continuous improvement.
• Operations & Compliance:
• Ensure accuracy in all transactions, including deposits, withdrawals, and transfers.
• Oversee completion of daily, monthly, and quarterly operational tasks.
• Ensure compliance with Customer Identification Program (CIP) requirements.
• Manage branch opening and closing procedures, including dual control processes.
• Review and approve transactions, including overrides, cashier’s checks, and wires (as authorized).
• Monitor and resolve exceptions in accordance with retail standards.
• Utilize reporting systems and Verafin to complete CTR reporting and compliance tasks.
• Maintain branch appearance and operational standards.

Qualifications

• Minimum of 3–5 years of banking or financial services experience.
• Prior leadership or supervisory experience.
• Strong knowledge of retail banking operations, products, and compliance.
• Proven ability to drive sales and deliver exceptional customer service.
• Excellent communication, leadership, and problem-solving skills.

Work Environment

• Office/branch setting requiring frequent customer interaction.
• May require standing, sitting, and use of computer systems for extended periods.