Branch Administrator

Position Title: Assistant Branch Manager/Branch Administrator/Relationship Manager

Division: Retail Banking

Reports To: Branch Manager/ Retail and Business Banking Manager

Position Summary:

Assistant Branch Manager and Branch Administrator supports the Operations Cooridnator in all aspects of branch operations and reports directly to the Business Banking Manager. The Assistant Branch Manager ensures operational excellence, compliance with regulatory requirements, and fosters a culture of high performance, collaboration, and accountability. This role is responsible for leading the branch team to deliver exceptional customer service, managing client relationships, and driving business development and sales growth. This position also acts as a key relationship administrator, actively engaging with clients and identifying opportunities for expanding banking services.

Primary Duties and Responsibilities:

1. Branch Operations & Leadership:

• Manage and oversee daily branch operations, including opening and closing procedures, cash management, and compliance with bank policies.

• Supervise and mentor branch staff, conducting performance evaluations, training, and professional development initiatives.

• Collaborate with the Branch Manager to implement branch goals, sales strategies, and productivity plans.

• Ensure operational efficiency and coordinate workflow to maintain a seamless customer experience.

2. Client Relationship Management & Business Development:

• Serve as the primary relationship administrator for high-value clients, understanding their needs and offering tailored banking solutions.

• Execute proactive client retention strategies and identify opportunities for cross-selling and up-selling banking products and services.

• Develop and nurture relationships with key community members and organizations to promote the bank’s presence and generate new business.

• Conduct outreach initiatives, including follow-up calls and client meetings, to deepen relationships and capture additional business.

3. Sales Management & Performance:

• Drive sales performance by assisting in setting individual and team sales targets, tracking progress, and implementing performance improvement plans when necessary.

• Organize sales meetings and provide coaching to motivate staff, reinforcing product knowledge and effective sales techniques in absence of the Branch Business Manager

• Use data-driven analysis to identify trends, adjust strategies, and optimize sales opportunities across the branch’s portfolio.

4. Compliance & Risk Management:

• Maintain strict adherence to banking regulations and policies, including BSA, AML, FATCA, and other regulatory guidelines.

• Oversee the completion of all required compliance reporting and audits, ensuring timely and accurate submissions.

• Develop and maintain a strong internal control environment, regularly reviewing procedures to mitigate risk and enhance efficiency.

• Conduct training sessions to ensure all staff members are knowledgeable about regulatory requirements and best practices.

5. Customer Service Excellence:

• Model and uphold a high standard of customer service, resolving complex client issues with empathy and efficiency.

• Implement service quality initiatives to continuously improve the customer experience and increase satisfaction scores.

• Monitor customer feedback and act on insights to optimize service delivery and deepen client relationships.

6. Strategic & Operational Support:

• Assist the Branch Administrator in developing strategic plans for market growth, product rollouts, and branch initiatives.

• Participate in bank-wide projects and committees as a representative of branch administration.

• Manage branch resources effectively, balancing staffing needs, operational demands, and client engagement activities.

7. Community Engagement:

• Act as a bank ambassador by participating in local events, community meetings, and charitable initiatives.

• Identify opportunities to sponsor or engage with community organizations to enhance brand visibility and business opportunities.

Key Competencies & Skills:

1. Leadership & Team Management:

• Demonstrated ability to lead, coach, and motivate staff to achieve performance goals and uphold service standards.

• Experience in hiring, training, and evaluating employees, with a focus on developing a cohesive and high-performing team.

2. Sales Acumen:

• Strong sales management skills with a track record of meeting or exceeding business development goals.

• Ability to analyze client needs, identify financial solutions, and communicate product benefits effectively.

3. Regulatory Knowledge:

• Comprehensive understanding of banking regulations, including BSA, AML, FATCA, and CIP.

• Commitment to maintaining compliance and staying current with evolving regulatory requirements.

4. Problem-Solving & Decision-Making:

• Strong analytical skills to assess complex situations and make sound, timely decisions.

• Ability to handle sensitive and confidential information with discretion and professionalism.

5. Customer Focus:

• Exceptional interpersonal skills with the ability to build lasting client relationships and deliver outstanding service.

• Proficiency in handling escalated issues and implementing client-focused solutions.

Qualifications:

• Education & Experience:

• Bachelor’s degree in Business Administration, Finance, or related field preferred.

• Five (5) to ten (10) years of experience in banking, with at least three (3) years in a supervisory or leadership role.

• Proven track record in sales, relationship management, and operational excellence.

• Technical Skills:

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and banking software applications.

• Familiarity with CRM tools and data analysis for sales and performance tracking.

• Language Skills:

• Bilingual (English/Spanish) preferred for client interactions and community engagement.

Physical & Travel Requirements:

• Ability to stand, walk, and sit for extended periods, with occasional lifting of up to 25 pounds.

• Must have a valid driver’s license and access to transportation for community events and branch meetings.

• Occasional travel, including potential out-of-country trips, may be required.

Work Environment:

The role is performed in a professional office setting with moderate noise levels. The employee must be able to work in a fast-paced environment and adapt to changing priorities.

Attendance & Professional Attire:

• Maintain consistent, reliable attendance and adhere to work schedules.

• Dress professionally and present a polished appearance in accordance with bank standards.

Disclaimer:

This job description outlines general responsibilities and qualifications for the AVP, Assistant Branch Manager and Sales and Performance role. Duties may be modified by management as needed.

This updated version incorporates industry-standard responsibilities and competencies, emphasizing leadership, sales management, compliance, and relationship administration.

Intercredit Bank is an Equal Opportunity Employer