Branch Manager

Function

Citadel’s Market Managers are responsible for the overall success of the branch and serve as the face of Citadel in the community.   Market Managers are responsible for directing sales and business development, meeting operational objectives and ensuring the branch achieves its annual goals.   Through their leadership they are responsible for developing and coaching a successful sales and service team. 

Through quality customer interactions that exceed expectations and are rooted in the guiding principles of Citadel Class Service, incumbent will establish a solid foundation of trust with each and every customer thereby positioning Citadel as the best choice for all their banking needs.

Duties and Responsibilities

• Develop and manage a defined market business plan to increase profitability, track performance, and revise plan to optimize performance.  Manage and cultivate existing customer relationships by maintaining periodic contact to determine banking needs, financial trends, and changes in the client’s condition and needs.
• Manage a book of clients, with emphasis on cross selling and deepening customers’ relationships with the credit union through outside calling. Provide value-based customer service.
• Manage daily operation of the branch, including operations, sales, customer service, and security in accordance with Citadel’s objectives, policies, and procedures.
• Responsible for the branch achieving its annual goals. Duties include coaching sales staff, developing direct marketing plans for the branch, tracking and celebrating sales success.
• Assure that the office meets the highest levels of service excellence and integrity through ongoing communication of the organizations strategies and expectations. 
• Lead staff and develop career potential. Ensure that staff participates in appropriate training to perform standard sales and service delivery. Ensure business activities are conducted in compliance with all applicable laws and regulations.
• Conduct interviews and make hiring decisions matching the appropriate skill level to the job.
• Optimize resources to achieve the greatest return in sales generation and customer satisfaction.
• Limit branch risk to preventable losses by ensuring that all branch staff are vigilantly aware of suspicious activity and that they are current on operational changes. Make sure branch adheres to operational policies, compliance requirements and security measures.
• Provide sound financial decisions in conjunction with fee and interest rate reviews.  Escalate exceptions to Retail Director for review.
• Evaluate business trends for the office and collaborate with leadership to ensure successful outcomes to business strategies.
• Serve as an ambassador of Citadel to enhance the reputation of Citadel in the community. 
• Assist with customer transactions when needed, including but not limited to cash handling, inbound calls, and problem resolution. 
• Responsible for creating a positive banking experience for office customers.
• Meet and comply with all requirements set forth in the SAFE Act, including, but not limited to, successful completion of the required background checks and obtaining unique identifier from the NMLS. 
• Remain complaint with the Bank Secrecy Act by completing annual BSA training.
• Other duties as assigned.
• Qualifications and Education Requirements

Work Experience

• 5 years of business development and management experience.   
• Financial Industry experience/ Notary preferred. 
• Notary
• PC literacy
• Ability to navigate multiple software applications
• Demonstrated experience with developing and executing a sales development plans.  Excellent written and verbal communication and problem solving skills.  Sound judgment and decision making skills. Demonstrated performance management experience. Professional appearance and demeanor
• NMLS
• Proven success in coaching and leading others
• Self-motivated and results driven
• Proven experience in growing business through existing members as well as externally
• Strong technology, systems skills and ability to handle different roles within the branch when needed

Education

• Bachelor’s Degree

Performance Measurements

Performance metrics will be established each year based on corporate and strategic goals.

Work Environment

The noise level in the work environment is usually moderate.  Employees may experience swings in work-related demands placed upon them by members.

Physical Demands     

While performing the duties of this job, the employee is regularly required to sit, stand, talk and/or hear for extended periods.  The employee is occasionally required to walk, stoop, kneel, crouch, or bend. The employee will be regularly required to walk and move fluidly within a Retail Office or Corporate Office environment. The employee must occasionally lift up to 20 pounds. The position requires close visual acuity.  Community events can occur in a variety of locations including indoors, outside, or at local employers who partner with Citadel.  There is infrequent travel, unless otherwise noted.        

EEO Statement

Citadel is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, other protected status, such as race, religion, color, national origin, sex, age. We maintain a drug-free workplace and may perform pre-employment substance abuse testing.

 

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)