Assistant Branch Manager

POSITION SUMMARY

As an Assistant Branch Manager, you are accountable for the day-to-day operational and service activities of the branch to ensure delivery of an outstanding customer experience. This role is responsible for providing consistent support to the Branch Manager through all branch-related tasks, to include communication of branch activities, customer updates, meeting branch goals, and training universal tellers. This role is also responsible for assisting customers with their banking needs to include transactions, account opening/maintenance, consumer loans, online banking and mobile banking assistance, onboarding, cross-selling of bank products and services, identification of referral opportunities, and resolution of customer service issues. As a representative of the Bank, you are required to present a positive and professional image at all times. This role is highly visible in the Bank and requires a high level of professionalism and self-awareness.

JOB REQUIREMENTS

• High school diploma or equivalent required
• Two years of customer service, cash handling, banking, or retail experience preferred

COMPETENCIES

• Ability to lead a group of people toward the common goal of servicing the customer
• Ability to lead by example
• Ability to efficiently work a teller station and branch vault
• Possess knowledge of and ability to perform all teller duties
• Ability to listen and identify the needs and wants of a customer
• Knowledge of various functions of the bank and where to find answers or information
• Ability to multi-task and change focus quickly without getting stressed or overwhelmed
• Ability to be self-motivated and self-sufficient with minimal management oversight or supervision
• Possess professional communication skills when dealing with customers and other employees of the bank
• Strong attention to detail
• Consistently display a positive attitude
• Ability to read and comprehend documents such as policies and procedures
• Possess proficient computer skills and familiarity with most Microsoft Office applications
• Possess initiative and be self-driven, results-oriented
• Be a team player and assist staff with any and all duties as necessary

DUTIES AND RESPONSIBILITIES

• Manage all day-to-day operations of assigned branch, including but not limited to the following tasks:
• Provide assistance and support to all staff assigned to branch
• Train staff to ensure completion of required training
• Management of branch operations (transactional, new accounts, and consumer lending)
• Customer service standards
• Adherence to all branch operations policies and procedures including opening/closing procedures, cash items, night/day drop and CTR
• Oversee staffing needs of the branch to ensure the branch is properly staffed at all times, employees take required lunches, and receive minimal overtime
• Open and/or close branch each day, unless otherwise scheduled
• Timely communicate and implement any changes in branch operations with all employees of the branch
• Provide input to Branch Manager for employee evaluations annually and/or more frequently as defined by management
• Regularly update Branch Manager on any employee issues, customer issues, and operational changes
• Successful completion of all required training programs including the Universal Training Program
• Proficient knowledge of all branch operational tasks – teller transactions, new accounts, consumer lending, and overall branch operations
• Superior knowledge of Bank products and services, delivering professional presentation, explanation and selling of products and services, matched to customer needs
• Identify opportunities to refer customers to other areas of the Bank, including Commercial, Mortgage, and Investment divisions as appropriate
• Continuously identify/execute any cross-selling opportunities for the customer
• Conduct customer and bank transactions with accuracy, efficiency and professionalism, meeting the high-quality service delivery standards of the Bank
• Manage and achieve service standard goals, cross-selling goals, transactional goals, and other key performance indicators as required
• Create ownership of customer relationships by maintaining contact with customers to offer appropriate products and services, advice and assistance with financial needs
• Protect all customer and bank information at all times, adhering to customer privacy and information security policies, and maintain branch security standards
• Establish a professional presence in the community as a representative of the bank
• Ability to work in multiple branch locations, as required
• Maintain compliance with regulations and bank policies and procedures, including the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements
• Actively support the ongoing development of a culturally diverse workforce
• Complete other duties as assigned as determined by management to be reasonable and beneficial

PHYSICAL REQUIREMENTS

You will regularly be stationary at a workstation, frequently operating a computer and helping customers with transactions. You will frequently traverse around the branch or work area to help customers, go to the vault or to operate branch equipment. This role requires operating a computer or other office machinery efficiently in order to complete your job functions. While performing the duties of this job, the employee is regularly required to communicate effectively with customers. You will frequently communicate with other employees through various channels such as talking, listening, and typing. Must be able to accurately gather and process verbal and written information and properly inspect documents. The physical environment is indoors for the majority of the job functions. Occasional outdoor work may be required for tasks such as checking an ATM/ITM, assisting a customer and surveying outdoor areas. You will be occasionally required to lift up to 50 pounds. Occasional travel to other branches may be required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)