Provides the day- to-day operational management of the branch. Ensures that the branch is adhering to bank policies and procedures. Supervises the activities of branch personnel, including tellers and financial services representatives. Ensures that customer service is provided through the teller line and new accounts department; monitors this through observations and feedback from clients. Provides coaching to associates, creates schedules, addresses service breakdowns and works with the Manager on hiring employees and performance issues. Provides leadership and guidance to ensure conformance with bank policies.
Skills/Requirements
Assists in the supervision of day-to-day operations of new account desk and teller/servicing areas.
Partners with Branch Manager to direct activities of branch associates to ensure complete and efficient customer service.
Observes, monitors, and provides coaching to branch staff as it relates to cross-selling, referral goals and overall branch performance.
Ensures all company policies and procedures pertaining to branch operations are followed.
Handles customer concerns; escalate customer concerns to Branch Manager as needed.
Assists in coordinating recruitment and training of Branch staff.
Completes new accounts and teller activities as needed.
Accepts and complete projects and other miscellaneous duties as assigned.
Completes quarterly unit assessment and ensure team adherence to policy/procedures as it relates to compliance, audit guidelines, and security standards.
Qualifications:
Excellent leadership, interpersonal, customer service skills.
Strong organizations skills with a high degree of accuracy.
Sales management skills in order to successfully coach associates to meet branch goals.
Sales and marketing orientation with emphasis on cross-selling bank services.
Thorough knowledge of bank operations, policies, procedures, compliance, and banking regulations.
Team oriented, possesses a positive attitude and works well with others.
Strong oral and written communication skills.
Strong knowledge of all various types of products offered at the bank.
Excellent problem solving skills.
Supervisory Responsibilities:
Assists with supervision of Branch staff
Education and/or Experience:
Bachelor’s degree or equivalent experience; or equivalent combination of education and experience.
Minimum of two years banking experience required.
Previous supervisory experience preferred.
Computer and Software Skills:
Skilled in operation of a personal computer, including Microsoft Word and Excel.
