Retail Sales Office Manager

Description

Due to a recent promotion, Bank of Luxemburg is looking to hire a Retail Sales Office Manager to oversee our Howard branch! 

Position Summary:

As an employee of the Bank, supports company culture and mission statement to “Have a Positive Impact on People’s Lives”.  Supervises, mentors and develops retail branch staff by encouraging positive behaviors, sales skills and customer relationship building.  Initiates new business development opportunities and deals directly with existing customers to expand and strengthen banking relationships.  Under limited supervision, monitors and reports on the progress and development of the branch.

Principal Responsibilities and Duties:

1. Oversee Daily Branch Operations

1. Handles unusual or difficult customer problems/complaints either through direct personal action or referral to the proper department. Direct the retail banking program in the branch to ensure prompt, effective delivery of products and services to bank customers. Ensure that proper retail-related internal control procedures are in place, implemented consistently and are adjusted as necessary; provide input to other areas of bank operations as needed.
2. Oversee and maintains daily bank operations to ensure proper policies and procedures are followed. Monitor the effectiveness and appropriateness of procedures in light of changing technologies and changing bank needs. Develop and implements adjustments for changes.
3. Oversees office image process.
4. Ensures quality service in opening new accounts, balancing checkbooks and resolving customer problems.
5. Implements company policy pertaining to the cashing of checks and withdrawal of funds from accounts, overseeing the proper implementation of operational procedures and ensures adherence to them.
6. Responsible for the vault and teller limits in the branch and overseeing weekly cash order.
7. Reviews and processes non-sufficient fund items for the branch. Initiates the deposit collection process for overdrawn accounts and reviews to avoid customer losses and reviews kiting reports to take action as needed.
8. Analyze operational problems as they occur and determine solutions.
9. Oversee orders and maintain supplies for deposit documents for the branch.
10. Supervises retail staff to ensure adequate coverage and efficient service through the production of the monthly schedule.

2. Coaching and Development of Staff

1. Evaluates the performance of direct reports, coaching to improve performance with monthly one on one contact to provide guidance and leadership to retail staff. Provide career development opportunities.
2. Promotes positive employee interaction, communication and productivity by effectively planning and organizing branch functions.
3. Provide recommendations to Chief Retail Officer for compensation, decisions, hiring and disciplinary action for direct reports. Manages administrative duties for employees including all paperwork, checklists and timecards.
4. Assigns a mentor to work with the new retail staff in the branch.

3. Coordinates Service and Sales Culture Duties

1. Assists in implementation of Business Development goals and programs for the branch.
2. Actively assists, participates and creates training sessions of sales, business development, product knowledge and culture for the branch, market and/or department.
3. Collects and maintains accurate tracking records of all office personnel referrals.
4. Establishes plan to achieve branch deposit, fee income and other assigned goals.

4. Develop and Maintain New Account Relationships

1. Assesses customer needs, recommends and opens appropriate products and services to existing and potential customers by phone or personal visits.
2. Follow up on new account relationships after account opening and through 90 days.
3. Makes appropriate customer referrals to all business areas of the bank.
4. Directs the retail banking program in the branch to ensure prompt, effective delivery of products and services to bank customers. Ensures that proper retail-related internal control procedures are in place, implemented consistently and are adjusted as necessary.
5. Formulates mandatory IRA customer distributions, completing required documentation for customer signature and processing IRA’s on system.

5. Develop and Maintain Consumer Lending Relationships

1. Interview potential applicants to develop background information and determine customer needs.
2. Originates consumer loans; determine applicant’s ability to repay by reviewing the customer’s borrowing history and other relevant information to determine risk. 
3. Prepares and presents loan recommendation for appropriate approval. 
4. Communicates loan decision to applicant(s). 
5. Prepares and reviews loan documents with the borrower, explaining the terms and conditions of the loan and obtains the necessary signatures on all required loan documents.  Disburses loan proceeds. 
6. Responsible for the collection of delinquent loans. Reviews delinquency report and follows up with customer to resolve delinquency.

6. Building Maintenance

1. Oversees overall branch and facility up keep.
2. Oversee branch security and alarm system. Oversee adherence to the Security Policy.
3. Responsible for all branch expenses. Makes recommendations for facility improvements and helps to coordinate the efforts to complete the improvement.

7. Assist in Teller Line

1. Handle all customer transactions. Identify and report fraudulent and suspicious activity.  
2. Balance and verify cash drawer and image transactions.
3. Follow appropriate bank policies and procedures when completing transactions.

8. Acts as a Receptionist

1. Answers incoming telephone calls and transfer to appropriate person.
2. Greets customers, answer inquiries and direct them to the appropriate individual.

Qualifications

Knowledge, Skills and Abilities Required:

Minimum three years' banking and sales experience required, and prior supervisor experience preferred with increasing management and retail banking responsibility. Leadership and management skills required. Demonstrates ability to successfully manage both people and operations. Talent for and demonstrated effectiveness in delegating, time management and follow-up as necessary. Excellent written and verbal communication skills. Ability to communicate effectively with people both internally and externally. Knowledge of relevant legal, technical, managerial and operational issues as they relate to retail banking. Strong analytical skills with ability to identify and resolve problems. Ability to manage multiple projects/tasks at one time; flexible; adaptable with ability to meet deadlines. Attention to detail. Demonstrates ability to work harmoniously with all types of people. Coaching, employee development and team leadership experience required. Ability to work with all levels within the organization and make appropriate recommendations. Previous training and mentoring experience desired. Background in customer service and sales. Basic computer skills to include proficiency in Microsoft Office programs. Cash handling skills required. Able to handle confidential information and positively represent the company. Ability to obtain a credit, life and disability insurance license.

Competencies:

Performance management, decision making skills, and team building skills.

Salary : $55,200 - $67,600