Branch Manager

Overview

Position

Purpose:

This position is responsible for demonstrating a passion for excellence through providing leadership and management for a branch team ensuring profitability, growth, and sound operation. The level is determined by the complexity in geography, staffing, and market share.

• Direct and lead branch activities and the customer experience (e.g., leading/managing the branch team, ensuring branch goals are achieved, ensuring customer service excellence, acting as an escalation point for customer problems, and adhering to implementing, training, and enforcing branch policies/procedures/regulations)
• Responsible for achieving individual and branch sales and lending goals and demonstrating ongoing improvement. Identify customer needs and promote/sell the Bank’s products/services; including, but not limited to, cross-selling products/services to expand customer relationships, initiating branch calling efforts, promoting the Bank through community involvement, attending networking events, referring business to other branch employees and business partners, inspiring/energizing/training employees, and maintaining/ ensuring adherence to partnership agreements.
• Offer guidance to customers and provide a full spectrum of customer services, including opening new business and personal accounts, explaining bank products and services that are appropriate to customer’s needs and gathering information needed to process new and existing accounts accurately and efficiently.
• Enhance strong customer relationships through performing new account follow up (e.g., Thank You Letters and outbound calls for business and personal accounts and performing account maintenance, including but not limited to reviewing reports and making/confirming necessary maintenance requests in a timely manner
• Identify opportunities to grow the business and independently call on and develop new and existing business customer prospects.
• View the business through the lens of the customer to set, achieve and exceed service standards by adhering to established Service Quality Standards
• Build strong teams through positive, proactive communication and coaching. Select and retain to talent, set clear performance expectations, keep employees informed, develop/motivate employees, mentor and assess performance (e.g., ongoing coaching, counseling, training, formal performance appraisals)
• Create an environment that is passionate about meeting and exceeding sales, service, and operational goals by setting an example of professionalism, ownership, and initiative. Provide formal observation and coaching sessions.
• Guide and assist customer loan applicants through the lending process. Correspond with customers, applicants, and/or creditors to resolve questions regarding application information. Notify applicants of the loan decision. If necessary, schedule/hold a closing session and assemble the loan package.
• Stay informed of industry trends, competitor information, and maintain knowledge of the Bank’s products/services pricing and the Bank’s operating systems, customer relationship management software, utilize software identify customers’ needs and actively refer to other lines of business.
• Assist with branch functions and support other positions or job duties including, but not limited to, teller transactions, servicing overdrawn/past due accounts, night depository responsibilities, servicing the branch’s ATM and vault, wire log, OFAC review, and NSF processing.
• Complete arrangements and documents for special services such as foreign currency/items, direct deposits, the organization of outgoing wires service government bond transactions, Notary and Signature Guarantee services, and other customer services duties, as necessary
• May oversee, prepare, and distribute branch schedules.
• Responsible for ensuring satisfactory audit ratings are achieved.
• Perform a variety of administrative functions to include conducting audits, approving customer transactions, analyzing customer lists, and monitoring the branch’s key performance indicators.
• Perform other such duties as assigned.
• Maintain compliance with and adhere to all state and federal…