BRANCH MANAGER - Northwest Community Bank : Job Details

JOB SUMMARY Under the direction of the Vice President Retail Banking, manages the branch office including supervising staff, ensuring compliance with Bank policies and procedures, developing new business, ensuring exceptional customer service and retention of existing customers and staff development. The Branch Manager will develop a business sales plan annually and execute the plan effectively and in conjunction with the sales team partners. The Branch Manager will maintain a civic leadership role in the community of which their branch is located. The Branch Manager is expected to identify sales opportunities, cross sell products and services including referrals to branch sales team and brokerage personnel. The Branch Manager will oversee the team to ensure adherence to service standards, policies and procedures, and model/coach proper behaviors. The Branch Manager must be proficient in instructing others in performing a variety of job responsibilities. Sets the example of meeting and/or exceeding the expectations of the Assessment/DeploymentCoaching process; sales, service, operations, and cross training/personal development. PRINCIPAL RESPONSIBILITIESResponsible for Generating Business and Deepening Customer Relationships Lead the team to actively support branch sales. Providing team with coaching and guidance. Drive team sales goal attainment. Model appropriate sales techniques. Lead Team Sales Meetings, Sales Campaigns, and Branch focused sales events. Maintain current and accurate records of sales tracking results for the branch. Cross sell products and services, such as business products, consumer checking, debit cards, E-banking, and other referrals to established affiliates; appropriately to every customer by identifying needs and providing solutions. Providing coaching to the team to achieve their cross-sell goals. Able to open all account types, originate and close loans. May need to serve in other roles of the team as necessary. Takes ownership of all referrals to sales team acting as a liaison between customer and sales partners: Treasury Management, Wealth Management, Commercial Lenders, BDOs. Responsible for Providing Exceptional Customer Service Provides efficient, effective, and courteous customer service. Act as a role model to the team and ensures delivery of the same. Consistently deliver service by acknowledging customers immediately, making eye contact, using the customer's name and giving undivided attention. Using standard greetings and farewells and thanking the customer for banking with us. Hold team accountable to do the same. Constantly look for ways to improve the customer experience and communicate those ideas to management. Manage new and existing customer relationships through direct contact, phone or email and build those relationships to encourage business retention. Complete all work with accuracy and in a timely manner. Addresses customer complaints as outlined by Bank policy. Ensure timely resolution of any concern's customers may have. Ensures a welcoming environment in the branch as well as proper appearance of building, grounds, furniture and equipment. Responsible for Adhering to Policies, Procedures, and Ensuring Operational Soundness Manage all aspects of daily branch activity: including scheduling, sales and operation reports, observing interactions with customer, lobby leadership, and monitoring operations. Perform operational functions and adhere to the policy and procedure as is outlined in our Bank's manuals (i.e., Reg. CC, BSA, etc.). Ensures team adherence. Maintains and oversees wire authority of up to $150,000. Maintains a unique Identifier number through the NMLS Federal Registry. Is responsible to provide the unique NMLS number to mortgage applicants as required and requested, number must be included on all written, and electronic communication including, telephone voicemail, text messages, and email signatures and business cards. Perform functions such as answering phone, filing, safe deposit box escort, audits, etc. Performs all duties in accordance with prescribed regulatory compliance guidelines and hold team accountable to the same. Complete audits and enforce proper security and procedures. Responsible for opening and closing branch. Responsible for Leadership and Coaching Participate in the interview process and termination recommendation process. Conduct the performance review process. Including performance improvement plans. Provide and identify ongoing coaching, training, development, goal setting and recognition of team. Recommend procedural changes and communicate them to management. Responsible for Identifying Cross Training Opportunities and Personal Development Continuously strive to improve personal development through policy, product, and banking knowledge. Attend relevant seminars and courses to update and advance knowledge and skills. Participate in community and professional relationships for the benefit of the bank. Maintain current knowledge of Bank's products and services as well as policies and procedures and ensure team understands them. Volunteer for special projects within the scope of your job responsibilities including CRA eligible activities. Cultivate a prospecting list of COIs and small business. EDUCATION/EXPERIENCE REQUIREMENTS Bachelor's degree equivalency required with 3 to 5 years of relevant experience in retail banking, sales or financial industry. Strong working knowledge of accounting, customer service, compliance and consumer credit analysis. Demonstrate strong communication, sales, and supervisory skills. Proven ability to interact in a positive and professional manner with customers, employees and peers. Must have PC computer skills including the internet, and Microsoft Office; Outlook, Word, and Excel. Ability to obtain a Notary and SBLI. INITIATIVE This position performs a wide variety of duties ranging from supervising the daily operations of the branch to business development, civic and community affairs participation, loan/mortgage processing, branch facility maintenance and staff training and development. The position requires a thorough knowledge of Bank policies and procedures relating to every department of the Bank including bank operations, mortgages and loans, IRAs, human resources, accounting and security. The position must ensure compliance with Bank and federal and state regulations including CRA, privacy, Regs EE and CC, robbery and security and dual control. The position must assess branch needs and recommend sales goals, new policies and procedures and arrange for necessary building maintenance. The position works independently with guidance from manager on matters requiring clarification, interpretation or exception to organizational policies. RESPONSIBILITY Loan errors or improper paperwork is difficult to detect and can result in regulatory issues that could impact the Bank. Financial risk to the Bank is considerable since branch manager has unlimited check signing authority. Financial errors are likely to be detected and corrected while judgmental errors such as providing wrong customer information to a customer may be more difficult to detect and cause harm to the Bank's customer relations. This position has a high level of access to organizational information including the strategic plan, customer information and employee records. Within the Bank the position has frequent contact at all levels with branch staff, bank operations and IT to exchange routine and technical information and to provide problem resolution, direction and leadership. External contacts are with customers and civic and community leaders to sell and promote the Bank's products and services. SUPERVISION Directly supervises 2-3; total supervised 5 -11. The position has responsibility for assigning, reviewing and checking work for both quality and quantity and overseeing work of employees performing work that varies from routine to diversified and somewhat technical. POSITION CONDITIONS Normal. While performing the duties of this job, the employee is regularly required to sit; stand; use hands to finger, handle controls; and talk or hear. The employee is required to stand; walk; reach with hands and arms; and stoop, or kneel. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, monitoring computer screens for long periods of time and the ability to adjust focus. On call duty for alarms. Must have a valid driver's license.