As a top-performing financial institution, Pacific Premier Bank is dedicated to taking care of our customers and employees and making all feel welcomed and valued through building long-lasting relationships, doing the right thing, exceeding expectations, and strongly committing to diversity and inclusion. Using the latest banking solutions combined with the most welcoming and friendly service, you will be front and center representing our brand and culture. You will help deliver a memorable experience through our Client Service Standards, ensuring consistent customer satisfaction, loyalty, and trust. When we do the right thing every time with the highest ethical standards, we will exceed our customers’ expectations and achieve success.

The Branch Service Manager at Pacific Premier Bank contributes significantly to the success of the branch through thoughtful leadership, operational oversight, staff development, and relationship management. You will model our Client Service Standards and ensure that your entire team helps create a customer-focused environment. As a senior leader in the branch, you will have the opportunity to coach, train, and motivate a team towards being top performers. Being the branch leader means you will proactively ensure that your team has all the necessary skills required to take care of existing clients and attract new clients, and provide coaching and training when needed to ensure they are performing at their best. In addition, you’ll oversee the operational performance of your branch.

Individually, you will serve as the first line defense, using your sound management decisions to analyze risks and opportunities, make informed decisions swiftly, and acts with a sense of urgency to protect the bank and customers. Your team will look to you for training, mentorship, and direction. You will be the focal point in ensuring your staff is supported, customer experience is positive, and operational integrity of your branch remains high. Your leadership as a Branch Service Manager will help set the tone at the branch – a place where your employees are learning, developing, and growing, where your existing clients love banking here, and where new clients are excited to start their banking journeys at Pacific Premier Bank!

RESPONSIBILITIES

• Oversee day to day operational activities and processes to include: adherence to Bank policy and procedures; audit, compliance and regulatory standards and enforcement of operational controls to ensure sound operating environment.
• Process deposits, withdrawals, check cash and other transactions quickly and accurately.
• Ensure that negotiable instruments and cash are accounted for by following proper security policies and procedures.
• Responsible for annual, quarterly, and monthly certifications.
• Compliance liaison to other supporting departments, such as but not limited to BSA.
• Responsible for reviewing and verifying reports as required, including New Account review tickets and Employee Timecards.
• Enforcing security and safety in accordance with Bank policy and procedures. Supports Branch Security protocol.
• Uses discretion to ensure sound management decisions are consistent with Bank’s policy and procedures and ensure uniform adherence and escalation as appropriate.
• Serves as first line of defense for risk management.
• Leads and models the Client Service Standards.
• Ensures timely individual and team compliance course completion.
• Responds to clients issues and inquires resolves complaints to resolution.
• Maintains an updated knowledge of the bank’s products and services and provides training to ensure staff “up to date”.
• Directs, leads and implements methods for branch staff to achieve high standards of service and customer retention through observation and coaching.
• Establish meeting cadence to ensure consistent communication.
• Evaluate, mentor, and coach staff using Branch training.
• Support individual development plans through the Let’s Talk framework, regularly meeting with team and holding them accountable to bank goals/objectives.
• Cross-training on new accounts/operations.
• Regularly collaborates with Bank’s internal business partners and relationship managers.
• Assumes the responsibility of managing an individual portfolio report (IPR) during vacancies.
• Expands existing relationships through individual portfolio report (IPR) management.
• Proactively uncovers opportunities to cross sell during day to day interactions.
• Regularly connect with top customers to ensure a high level of banking satisfaction.
• Follows up with new customer in alignment with the Bank’s customer onboarding strategies, when applicable.
• Other duties as assigned.

QUALIFICATIONS

• Minimum 5 years of experience in the banking industry.
• Minimum 3 years of management experience.
• Cash handling experience required.
• Account opening experience required.
• Sales experience a plus.

A reasonable, good faith estimate of the minimum and maximum base salary or pay for this position is $56,176 to $84,264. Actual compensation will vary based on various factors including but not limited to location, experience, and performance. A business line incentive may be provided ranging from 0% - 20% of the base salary offered, in addition to a medical and other benefits, dependent on the position. For more information regarding our benefits, please visit https://www.ppbi.com/careers.html

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