Director of Retail

Description

Job Summary

The purpose of this job is to oversee the banks Retail line of business, its employees and services to consumer and commercial customers. Will oversee the lobby and drive-thru in a way that delivers a superior customer experience. Will be responsible for acquiring and maintaining customer relationships that deliver on the banks deposit growth goals.

Qualifications

• A bachelors degree in a business related field.
• Three years management experience, preferably in a retail environment.
• Three to five years' experience in a commercial bank, OR any similar combination of education and experience.

Knowledge, Skills, and Abilities

• Requires excellent oral and written communication skills, excellent interpersonal skills and computer literacy.
• Customer service skills.
• Problem solving skills.
• Good organizational skills, demonstrates accuracy and attention to detail.
• Thorough understanding of retail banking applications and products.
• Requires thorough knowledge of teller and new account procedures.
• Requires thorough knowledge of Individual Retirement Accounts.
• Requires thorough knowledge of consumer lending.
• Requires thorough knowledge of banking operations
• Requires thorough knowledge of consumer credit analysis

Essential Job Responsibilities

• Oversee the delivery of a superior customer experience
• Implement and maintain the Banks strategies as they relate to the holistic retail banking function including operations, service and sales.
• Lead and manage Executive Bankers, Professional Bankers and Tellers to ensure the Banks strategies, as they relate to Retail, are properly carried out.
• Conduct Retail staff meetings on a frequent basis to review problems, policies, procedure updates and activities within the Bank.
• Maintain a professional, business-like atmosphere at Retail locations highlighting the customer experience.
• Develop a plan for achieving Retail financial goals including deposit volume, new accounts, operational losses and quality of audit reports.
• Handle customer complaints and problems, resolving issues utilizing knowledge of Bank policies and procedures while maintaining the vision for the customer experience.
• Customer account retention as it relates to customers requesting account closure; meet with each customer (where possible) to attempt resolution to their complaint and retain the banking relationship.
• Represents the Bank in community activities and civic organizations.
• Meet with and assist potential customers, handling all details in order to establish new relationships.
• Maintain contact with customers to ensure services and products are adequate and useful recommending additional services as appropriate.
• Ensure locations are opened and closed accordingly and ensure daily work is completed by subordinates.
• Fills in for all Retail positions during peak business hours as necessary.
• Make recommendations regarding hiring, promotion, discipline and termination of Retail employees.

• May serve as a consumer lender.
• Ensures Compliance with all relevant regulatory requirements. (i.e. BSA large currency transaction reports, Reg CC holds on checks, etc).

Equipment Operated

Word Processor on personal computer, calculator, fax, copier, telephone, computer printer, check encoder, scanner and the following software: Jack Henry Vertex System, and Core Banking System.

Work Environment

Work is performed both standing and at a desk with regular contact with customers and other employees, in person and on the phone. The noise level in the work environment is usually moderate.

Physical Demands

While performing the duties of this job, the employee is required to communicate effectively with others while standing, sitting or walking, and using hands to handle keyboard, telephone, paper, files, and other equipment and objects. The position requires the ability to review detailed documents and read computer screens. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

Qualifications