Lead Branch Specialist

This position is responsible for assisting the Branch Manager and Assistant Branch Manager in the day-to-day operations of the branch keeping within the framework of Farmers & Merchants goals, policies, and procedures.

Provide leadership in product knowledge and analysis of customers' needs. Promote bank services and products and give exceptional customer service to all customers. Assist in the development of knowledgeable and capable employees.

Essential Duties:

• Assist management in the day-to-day operations of the branch being knowledgeable in all areas to make decisions during the absence of the Branch Manager or Assistant Branch Manager or Branch Coordinator. Keep management informed on all situations.
• Stay current, maintain superior knowledge, and comply with all Farmers & Merchants products and services, policies, and procedures.
• Coach on daily activities of the teller staff according to established policies and procedures. Responsible for the efficient operation of the teller area. Utilizes knowledge and experience in exercising discretion and independent judgment in resolving problems and answering questions.
• Adheres to bank procedures to maintain control of vault and branch cash position in accordance with needs, specified limits, and operating and security requirements.
• Schedules work assignments to ensure smooth operations.
• Responsible for all cash and negotiable instruments received in the course of daily work, recognizing customer needs, and suggesting services.
• Develop new customer relationships with walk-in customers and inquiries.
• Always strive to provide superior customer service. Focus on the customer by smiling, calling the customer by name, and thanking them as they leave. Resolve customer problems and assist customers and staff in answering operational questions in an efficient and courteous manner. “Own the problem or concern.”
• Trains and coaches' employees in customer service and banking procedures.
• Assist management in the cross-training of staff and staff sales development activities. Confer and participate with the branch manager in resolving routine personnel issues.

Other Duties:

This job description is not designed to be an exhaustive list of duties. Duties, responsibilities, and activities may

change at any time with or without notice.

Bank wide Expectations:

• Stays current, maintains knowledge of, and complies with all F & M products and services and policies and procedures.
• Maintains organized files.
• Maintains neat and orderly work area and ensures all negotiable and/or confidential records are properly secured.
• Protects the bank's and customers' information; knowledge of customers and their relationship with the Bank must be kept in absolute confidence.
• Displays a positive, cooperative spirit; professionalism; and a responsible attitude to staff and customers at all times. “Leads by example while being a team player."
• Participates in Bank-sponsored and other community/civic events as schedule allows.
• Represents F & M Bank professionally and courteously while in contact with the public either in
• person or by telephone.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills, and Abilities

• Knowledge of customer service, teller operations, general banking and lending inquiries
• Knowledge of all Bank products and services to identify, explain, refer and sell products to fulfill customer’s banking needs.
• Ability to communicate effectively orally and/or in writing.
• Ability to respond to sensitive inquiries.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to maintain composure under pressure.
• Ability to perform duties using Bank’s core PC-based system and Microsoft Office Products
• Ability to prioritize and meet deadlines.
• Ability to work with limited supervision.
• Ability to work with and maintain confidential information.
• Ability to lead and develop a diverse group of subordinates.
• Possess effective interpersonal skills to relate to customers and employees.
• Proficient organizational skills with ability to function in a flexible work environment.

Education and/or Experience (Required and Preferred)

• High School Diploma
• Any combination of education and related experience equivalent to 3 years.
• Prior retail bank or related experience preferred.
• Principles of Banking and Universal Banking Certificates

Certificates, Licenses, and Registrations:

Current driver’s license to drive to other Bank Branch locations.

Physical and Mental Demands:

• The employee is regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls.
• The employee regularly is required to talk or hear.
• The employee is occasionally required to stand, walk, reach with hands and arms, stoop, kneel, or crouch.
• The employee must regularly lift and/or move up to 10 pounds and may occasionally lift up to 50 pounds.
• Specific vision abilities required include close vision.

Work Environment:

This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines and drives a car to meet with customers and prospects as well as to attend various meetings and continuing educational opportunities.

The work is performed primarily in an office setting where the noise level in the environment is usually moderate.

Position Type/Hours:

This is a full-time position generally working Monday – Thursday, 8:30 a.m. – 5 p.m., Friday – 8:30 a.m. – 5:30 p.m. and Saturdays (rotated) 8:30 a.m. – 12 p.m. Other hours as necessary to complete job duties.

Travel:

Travel is primarily within the Bank’s market areas during the business day.