Retail Banking Officer

Job Type

Full-time

The Retail Banking Officer is responsible for planning, organizing, and leading all day-to-day sales and operations within the retail bank. Ensures achievement of exceptional customer service, sales goals, operational polices/procedures, and maintenance of compliance standards in the best interest of depositors/members, customers, employees, and the public. Works closely with management and Holding Company to ensure the operational effectiveness, sustainability, and resiliency of the Bank, driving change and improvement by convening, informing, supporting, influencing, and mentoring.

• Adds value as a key member of management; understands the business, financials, industry, customers and strategy. Implements strategies to accommodate current and future organizational plans, programs, and needs. Provides updates including progress reports, challenges and recommendations. As part of shareholder incentive program, responsible for helping BGF achieve growth goals, drive sales performance, and enhance small business development.
• Meets individual goals and target production standards and serves as the office’s primary customer relations representative.
• Resolves customer complaints; approves customer transactions and overrides; responds to customer inquiries; operates a teller window when necessary.
• Engages customers in meaningful conversations to determine their needs and assists the customer in choosing appropriate Bank products and services.
• Cross-sells bank’s products and services by using insights gained about the customer’s needs and meets established cross-selling ratios; provides investment, mortgage, and business banking referrals, and follows up on referral opportunities to achieve branch and Bank goals.
• Takes consumer applications; follows-up on the processing and closing of loans; opens and closes accounts with accuracy and in accordance to bank policy and applicable regulations.
• Supervises employees, provides direction, coaches, trains and develops, and manages performance to company goals and expectations.
• Directs activities of office staff to ensure achievement of bank goals including sales, cross-selling, and referrals of Bank products and services.
• Leads operations/sales meetings and other branch meetings. Shares important information and drives collaboration.
• Leads and participates in branch sales promotion campaigns including customer calling programs; coaches and mentors staff to ensure their use of appropriate sales skills and techniques; works with Marketing to ensure branch has effective marketing displays, signage, and materials; ensures the branch provides quality customer service.
• Schedules operational staff and monitors staff hours in accordance with branch staffing model.
• Ensures staff compliance with bank regulations, requirements, and procedures, and that staff follow operational and security policies and procedures; communicates and reinforces to staff changes in government regulations and the bank’s policies and procedures regarding lending, savings, and branch operations.
• Serves as Board-appointed Officer Positions.
• Maintains membership in approved community organizations and participates in community events/trade shows to develop and strengthen referral and customer relationships, and to develop business relationships with outside organizations.
• Establishes relationships with current business customers and expanding business relations to drive commercial sales via outside calling activities.
• Manages service providers and vendors effectively; structures relationships with service providers in a strategic manner; sets expectations; develops performance metrics; measures vendor performance, provides feedback and holds accountable. Serves as point of contact for all building maintenance, security, landscaping and equipment needs.
• Keeps up to date and complies with all bank policies/procedures as well as applicable banking laws and regulations, including, but not limited to the Bank Secrecy Act, USA Patriot Act, and related anti-money laundering statutes, and federal consumer protection legislation and regulations.
• O…