Community office supervisor (assistant branch manager)

ESSENTIAL FUNCTIONS:

• Customer Relationship Management and Business Development:
  • Builds develop and maintain strong relationships with existing and prospective customers by identifying financial needs, recommending appropriate solutions, and delivering exceptional customer experience.
  • Responds promptly to customer inquiries, resolve complex customer issues and concerns, and ensure a high level of service that strengthens customer loyalty and retention.
  • Drives branch growth by proactively identifying opportunities to expand customer relationships, through deposit, loan, wealth, and digital banking services and referrals to other lines of business.
  • Conducts proactive customer outreach and follow-up using the bank’s CRM system to strengthen relationships, deepen existing accounts, generate referrals, and support branch growth.
  • Oversees the branch customer outreach efforts and coaches professionals to ensure consistent execution.
  • Represents the bank through networking, business development, and community involvement to strengthen relationships, enhance the bank’s visibility, and generate new business.
  • Performs account servicing, loan preparation, and other banking activities.
  • Reviews branch performance reports and utilize the data to identify opportunities to improve overall branch results.
• Operational and Branch Administration:
  • Serves as acting branch leader in the PBO’s absence providing leadership and ensuring continuity of branch operations.
  • Ensures timely completion of operational responsibilities by organizing priorities, monitoring workflow, and supporting the team in meeting customer needs and established deadlines.
  • Monitors operational reports and assist in ensuring regulatory, audit, and compliance requirements are completed accurately and within established deadlines.
  • Manage operational, compliance, fraud, and security risks while promoting fraud awareness and prevention.
  • Maintains a professional, organized and customer-focused branch environment that meets the bank’s standards.
  • Assists in managing customer flow by directing customers to the appropriate banking professional to ensure efficient, timely, and personalized service.
• Team Development:
  • Provides day-to-day direction, guidance, and support to branch professionals to ensure efficient operations, operational excellence, and exceptional customer experience.
  • Conducts regular team meetings to communicate updates, policies, procedures, goals and branch priorities. (i.e. daily Morning Summit Meeting, branch-based relationship building meetings, etc.).
  • Assists the PBO in identifying, developing, and preparing future leaders within the branch.
  • Coaches and supports branch professionals in identifying customer opportunities, conducting effective financial conversations, and achieving branch sales and relationship goals.
  • Recognize and celebrate individual and team accomplishments through meaningful recognition, positive reinforcement, and ongoing communication.
• Participates in meeting Community Banking Office’s long and short-term goals and objectives:
  • Attends annual meeting to develop office goals;
  • Attends monthly Retail Banking Management Meeting to discuss and evaluate progress on meeting goals and objectives.
• Performs other duties as assigned or directed.

REQUIRED SKILLS/ABILITIES:

• Excellent verbal, written, and interpersonal communication skills, with the ability to communicate effectively with customers, coworkers and management.
• Ability to influence positive outcomes through coaching, collaboration, and relationship building.
• Strong leadership presence with the ability to inspire trust, confidence, and accountability.
• Demonstrates strategic thinking and the ability to connect daily activities to broader branch objectives.
• Strong organizational skills with the ability to balance multiple priorities.
• Demonstrates sound decision making and independent judgement in complex situations.
• Demonstrate a results-oriented mindset while maintaining a strong focus on customer experience.
• Ability to build relationships within the community.
• Demonstrates emotional intelligence.
• Demonstrates a commitment to developing future leaders and fostering a culture of continuous improvement.
• Ability to analyze performance results and implement a plan to improve results.
• Proficiency in technology and digital banking tools, with the ability to learn new systems and assist customers with digital banking solutions.

SUPERVISORY RESPONSIBILITY:

This position supervises employees.

EDUCATION and EXPERIENCE:

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• 3-5 years of retail banking experience required.
• Business development experience preferred.
• Previous experience leading, coaching, and developing team members to achieve sales and operational goals required.
• Experience managing branch performance goals and analyzing data to improve results preferred.
• Consumer loan experience required.

PHYSICAL REQUIREMENTS:

• Ability to concentrate and perform responsibilities by maintaining a constant state of focus and mental alertness.
• Ability to lift and move up to 25 pounds (i.e., heavy boxes or coin).
• Ability to communicate in person, through email, and via telephone with customers and staff members.
• Ability to sit and/or stand for an extended period.
• Specific vision abilities required by this job may include close vision and the ability to adjust focus.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.