Function: Responsible for the management and operation of a mid-size, full-service branch office in an effective and profitable manner, promoting bank products and services and providing quality customer service and satisfaction in accordance with the bank's policies, procedures, and philosophy. Performs lending activities (consumer & small Business).

Duties and Responsibilities:

• Assumes responsibility for ensuring the efficient and effective operation of the branch by performing the following functions:

  • Completes assigned training in conjunction with Consumer Bank Training & Operations Team.

  • Develops a sales and quality service culture throughout the branch by acting as coach and team leader to instill a positive attitude and motivate branch employees.

  • Communicates expectations, goals, and objectives to branch personnel.

  • Reviews and recommends improved operating policies and procedures and ensures the proper implementation and maintenance of approved changes.

  • Makes recommendations for branch personnel regarding employment, performance ratings, salary changes, promotions, transfers, and terminations.

  • Coaches, guides and mentors branch team members in the more complex phases of their work, including their personal development and career planning.

  • Meets in person or follows up next day with all new-to-bank customers as part of the "Meet the Manager" program.

• Manages the branch lending activities in consumer& Small Business lending:

  • Interviews loan customers.

  • Prepares and processes applications and documentation for all loans.

  • Prepares necessary loan tracking reports.

• Acts as "first-line" human resource administrator to perform the following functions:

  • Complete STELLAR classes as assigned by Employee Services

  • Completes Leadership Basics as scheduled by Consumer Bank Training.

  • Coaches and observes sales platform team members by utilization of the Banker Observation form weekly.

  • Performs ongoing coaching with all team members on the execution of behaviors and expectations outlined in the Branch Playbook.

  • Reviews and coaches to the customer surveys received as part of the Customer Insight (Avannis) program.

  • Completes employee performance reviews and conducts interviews with employees to discuss performance, goals, and objectives.

  • Coordinates with Regional Management and Human Resources on branch staffing needs. Ensures staff development and handles succession planning and other personnel issues.

  • Leads or assigns leadership of branch sales meetings, provides positive feedback regarding sales activity, and reviews branch sales goals on a weekly, monthly and quarterly basis.

• Oversees dashboard and pipeline management.

• Manages branch profitability by paying particular attention to staffing/ES expenses, loan growth, deposit growth, fee income, efficiency ratios, and all assigned budget items.

• Manages business relationships within the community they serve.

• Handles certain branch audit responsibilities in the areas of operations, compliance, and security. Having satisfactory annual Operation Assessment Review (OAR)

• Directs delivery of services to the customer and attends to customers with special needs.

• Uses a combination of FOR-LIFE skills, product knowledge, and knowledge of policies and procedures to suggest additional bank services to encourage lending and deposit growth and refers customers to other Lines of Business within the bank as appropriate.

• Utilizes Tableau for proactive outbound call list generation.

  • Works with platform sales team as a coach and support of their outbound calling efforts and refers to the Sales & Service guide for call scripting and best practices.

• Coaches / Observes platform sales team on FOR LIFE Sales conversations, documentation of customer conversations in FOR LIFE Guide and usage of various sales tools (i.e LoanFit, Solutions Guide, etc.)

• Communicates with branch personnel to provide training and review bank policies, product knowledge, and customer service responsibilities.

• Ensures that standards of professionalism are met by branch personnel.

• Represents the bank in civic and community functions to enhance image and develop business.

• Interacts with line of business partners to further expand existing customer relationships and develop new contacts as part of the Maximizing Partnership program

• Keeps informed of current developments and trends and federal and state regulations as they relate to all areas of branch operations.

• Maintains prescribed security controls to protect the branch against criminal and fraudulent operations and unnecessary risk or exposure.

• Ensures that branch facilities are in good operational repair and recommends capital improvements.

• Maintains a good working relationship with bank employees in other departments. Demonstrates strong interpersonal skills with the ability to work independently, as well as motivated to work as a team player to contribute to the success of the branch and in turn, the organization.

• Requires S.A.F.E. Act certification. Proof of registration with the registry and verification of a unique identifier as established under the guidelines of the S.A.F.E. Act is required upon hire and/or must be obtained prior to performing the duties of a Mortgage Loan Originator, as defined by the Act. This registration must be maintained annually in accordance with the S.A.F.E. Act.

• Assumes additional duties as required.

Physical Demands

Operates a keypad device: 70% of the day; operates electronic equipment: 10% of the day; operates office equipment: 10% of the day. Standing is required 2 hours per day in a straight position. Sitting is required 5 hours per day in a leaning position. Routinely lifts up to 10 lbs., 2 times per day. Maximum lift is 20 lbs., one time per day. Must be able to occasionally lift and/or move up to 50 lbs. Use of manual dexterity skills for typing and data entry up to 40% of the business day. Specific vision requirements include close vision of 18"-20" for computer work. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education

Requires a two- year degree or equivalent. Four-year degree preferred.

Experience

Five to ten years of general business experience required, five to ten years of specialized experience required. Successful completion of the retail training program required.