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ESSENTIAL FUNCTIONS:
- Customer Relationship Management and Business Development: o Builds develop and maintain strong relationships with existing and prospective customers by identifying financial needs, recommending appropriate solutions, and delivering exceptional customer experience. o Responds promptly to customer inquiries, resolve complex customer issues and concerns, and ensure a high level of service that strengthens customer loyalty and retention. o Drives branch growth by proactively identifying opportunities to expand customer relationships, through deposit, loan, wealth, and digital banking services and referrals to other lines of business. o Conducts proactive customer outreach and follow-up using the bank’s CRM system to strengthen relationships, deepen existing accounts, generate referrals, and support branch growth. o Oversees the branch customer outreach efforts and coaches professionals to ensure consistent execution. o Represents the bank through networking, business development, and community involvement to strengthen relationships, enhance the bank’s visibility, and generate new business. o Performs account servicing, loan preparation, and other banking activities. o Reviews branch performance reports and utilize the data to identify opportunities to improve overall branch results.
Operational and Branch Administration:
o Serves as acting branch leader in the PBO’s absence providing leadership and ensuring continuity of branch operations. o Ensures timely completion of operational responsibilities by organizing priorities, monitoring workflow, and supporting the team in meeting customer needs and established deadlines. o Monitors operational reports and assist in ensuring regulatory, audit, and compliance requirements are completed accurately and within established deadlines. o Manage operational, compliance, fraud, and security risks while promoting fraud awareness and prevention. o Maintains a professional, organized and customer-focused branch environment that meets the bank’s standards. o Assists in managing customer flow by directing customers to the appropriate banking professional to ensure efficient, timely, and personalized service.
- Team Development: o Provides day-to-day direction, guidance, and support to branch professionals to ensure efficient operations, operational excellence, and exceptional customer experience. o Conducts regular team meetings to communicate updates, policies, procedures, goals and branch priorities. (i.e. daily Morning Summit Meeting, branch-based relationship building meetings, etc.). o Assists the PBO in identifying, developing, and preparing future leaders within the branch. o Coaches and supports branch professionals in identifying customer opportunities, conducting effective financial conversations, and achieving branch sales and relationship goals. o Recognize and celebrate individual and team accomplishments through meaningful recognition, positive reinforcement, and ongoing communication.
- Participates in meeting Community Banking Office’s long and short-term goals and
objectives:
o Attends annual meeting to develop office goals; o Attends monthly Retail Banking Management Meeting to discuss and evaluate progress on meeting goals and objectives.
- Performs other duties as assigned or directed.
REQUIRED SKILLS/ABILITIES:
- Excellent verbal, written, and interpersonal communication skills, with the ability to communicate effectively with customers, coworkers and management.
- Ability to influence positive outcomes through coaching, collaboration, and relationship building.
- Strong leadership presence with the ability to inspire trust, confidence, and accountability.
- Demonstrates strategic thinking and the ability to connect daily activities to broader branch objectives.
- Strong organizational skills with the ability to balance multiple priorities.
- Demonstrates sound decision making and independent judgement in complex situations.
- Demonstrate a results-oriented mindset while maintaining a strong focus on customer experience.
- Ability to build relationships within the community.
- Demonstrates emotional intelligence.
- Demonstrates a commitment to developing future leaders and fostering a culture of continuous improvement.
- Ability to analyze performance results and implement a plan to improve results.
- Proficiency in technology and digital banking tools, with the ability to learn new systems and assist customers with digital banking solutions.
SUPERVISORY RESPONSIBILITY:
- This position supervises employees.
EDUCATION and EXPERIENCE:
- High school diploma or equivalent required; associate or bachelor’s degree preferred.
- 3-5 years of retail banking experience required.
- Business development experience preferred.
- Previous experience leading, coaching, and developing team members to achieve sales and operational goals required.
- Experience managing branch performance goals and analyzing data to improve results preferred.
- Consumer loan experience required.
PHYSICAL REQUIREMENTS:
- Ability to concentrate and perform responsibilities by maintaining a constant state of focus and mental alertness.
- Ability to lift and move up to 25 pounds (i.e., heavy boxes or coin).
- Ability to communicate in person, through email, and via telephone with customers and staff members.
- Ability to sit and/or stand for an extended period.
- Specific vision abilities required by this job may include close vision and the ability to adjust focus.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.