Assistant Branch Manager in Pikesville MD

Overview

Assists branch management in administering and directing employee coaching, sales/business development, marketing, and operations of the branch. Serves as a foundation of building customer loyalty and growing and retaining customer relationships in the M&T branch system through modeling and coaching the Bank's sales process.

Plays key role in Relationship Management (customer assessments, profiling for sales opportunities, account opening and lead-focused outbound calling), Sales Process (profile/pre- call planning, outreach, appointment preparation, interaction/appointment, follow-up) and Risk Management (audit requirements, fraud prevention, Know Your Customer (KYC) and customer information profile (CIP)). Profiles customers to identify financial needs across all product and service lines, resolves service issues, and on a very limited basis, completes accurate and timely processing of teller transactions.

• Develop new customer relationships and expand and retain existing relationships by proactively identifying opportunities leveraging the portfolio management process and utilizing the fundamentals of the Bank's sales process to achieve personal sales and/or referral goals. Identify financial needs of customers and present all appropriate product and service options by working cooperatively with appropriate internal business partners. Build new customer relationships through frequent interactions with customers during the first 90 days of the relationship.
• Proactively contact customers in assigned customer portfolio, as well as participate in branch sales promotions to support these efforts.
• Exemplify and provide leadership in support of the Bank's guidelines for delivering and coaching exceptional customer experience including proactively greeting customers, smiling, using their name and ending each interaction (whether in person or phone) by saying “Thank you for banking with M&T, is there anything else I can do for you today (customer name)?”. Maintain a professional manner to build customer confidence and trust.
• Take ownership of account servicing and error resolution, including resolving complex customer problems and taking complete ownership of issues escalated by other Bankers, including exercising override authority based on specific situation. Follow-up on these issues as required to ensure timely and accurate resolution, and convert servicing situations to sales/referral opportunities.
• Meet with customers entering the branch to assess and identify customers’ immediate and long- term financial needs; present all appropriate options and complete the sale and/or referral of products and services as appropriate. Support branch in achieving its customer retention, acquisition and growth goals including Insurance revenue if appropriate.
• Follow consumer/business banking guidelines for accuracy and proper new account handling and exception processing.
• Maintain thorough knowledge of all procedures affecting branch activities to complete appropriate action as required by circumstance.
• Project a positive image of M&T Bank within the community through involvement in local organizations.
• Exemplify and ensure compliance with operational, security and control policies/procedures, preventing fraud and protecting customer assets.
• Demonstrate teamwork by proactively assisting other branch colleagues when needed as well as actively participating, leading and contributing during Branch Team meetings.
• Coach branch team on quality referral and sales generation (based on Insurance licensing designations) to support sales activities.
• Supervise all branch operations in absence of Branch Manager. Assist branch management with new hires, including their training and coaching. Work with Branch Manager on new hires, resolving personnel problems, hiring, scheduling and monitoring expenses. Write and deliver performance appraisals or provide input to Branch Manager. Provide ongoing guidance and training to branch personnel on operating/platform problems, handling exceptions, adjustments, and sales.
• May exercise usual authority of a manager concerning staffing, performance appraisals,…