Branch Sales Manager

Job Description

Job Description

Lake Shore Bank, a New York chartered commercial bank, is dedicated to serving the financial needs of customers and businesses in Western New York, which it has been doing for more than 134 years. Our focus is on providing high-quality, personal customer service through our 10 full-service branches that are located throughout Chautauqua and Erie counties. Locally headquartered in Western New York, Lake Shore Bank has branches in Depew, Dunkirk, East Amherst, Fredonia, Hamburg, Kenmore, Lakewood, Orchard Park, Snyder, and Westfield, where it offers a broad range of retail and commercial lending and deposit services.

Lake Shore Bancorp, Inc. is the holding company of Lake Shore Bank and is publicly traded on the NASDAQ Global Market as “LSBK”.

Our Mission

At Lake Shore Bank, “Putting People First” means helping our customers, energizing our employees, respecting our shareholders, and serving the communities in our region. Lake Shore’s mission is to deliver outstanding customer service to customers, build lasting customer relationships, and assist customers in achieving their financial goals. Lake Shore Bank professionals will meet customer and bank needs in an environment that provides professional growth opportunities and fair rewards. We will be responsive to our shareholders by maintaining a strong financial position as an independent bank with an emphasis on profitability, fair shareholder returns, and bank safety and soundness. We will build our success as a locally operated financial institution, to serve the financial needs of our communities.

Summary of Job Description:

Under general supervision and in compliance with established policies and procedures is responsible for working with existing and potential customers to educate them on our products and services and guiding them to make the best decisions to meet their financial needs. This role plays a key part in generating new business by identifying opportunities for potential sales, including new account opening, loan applications, responding to inquiries, performing account maintenance and assisting as requested by management.

Assists the Regional Sales Officer in building a strong sales and service team as well as overseeing daily branch operations while serving as a role model for the staff with a high level of professionalism and customer service skills. Provides personalized customer service by learning about customer needs and financial goals. Represents the Bank at community activities when appropriate, to maintain proper responsible citizen stature for the bank while at the same time developing new business. Must have strong leadership skills, desire to grow within the organization and be flexible in time. This may include working extra hours in order to properly support the Bank and its operations.

Primary Duties & Responsibilities:

Sales and Service

• Responsible for developing and maintaining customer and business relations through daily contact with customers entering branch and proactive contact with existing customers. Uses consultative sales approach to develop relationships that help customers reach their financial goals.
• Responsible for developing a well-defined prospecting list to create new business leads within the designated branch area. Responsible to track all calls and follow-up contact, set appointments, and complete the transaction (account opening/mortgage application) from start to finish.
• Responsible to schedule and participate in Bank at Work or other presentations at offsite venues.
• Seeks out cross sell opportunities of Lake Shore Bank products to customers via lobby customers, telephone inquiries and potential customers within the bank and in the community.
• Represents the Bank at community activities when requested.
• Works as part of branch team to develop plans for meeting branch sales goals for loan, deposit and services growth. Assists other employees when necessary in achieving these goals. Answers questions and solves problems for customers concerning all products and services provided by the Bank. Ensures that follow up contact occurs within 24 hours either with final answer or update on progress.
• Knowledgeable in all products and services of the bank. Aware of all sales promotions. Proactively seeks continued education on banking products and services.
• Completes Onboarding activities for new Lake Shore Bank customers as assigned by management.

Staffing

• Responsible for the effective On-Boarding and welcome of all newly hired branch staff. Will meet with employees and provide mentorship and guidance as needed throughout their tenure.

• Is responsible for maintaining appropriate staffing levels by developing interviewing techniques that help target the best candidate with the appropriate skill set and customer service focus. Will work closely with the Human Resource Department and Regional Sales Officer to properly identify candidates to fill open positions.
• Supervises all Customer Service Specialists, Head Customer Service Specialists and Personal Bankers. Is responsible for the appropriate levels of staff training to ensure job, product knowledge and sales skills are achieved according to the vision of Lake Shore Bank.
• Ensures that all staff members are properly cross trained to ensure the branch has adequate support and back up for each position.
• Works with Personal Bankers and Customer Service Specialists to create a personal development plan based on career desires using the Steps to Success program and Personal Improvement Plans (PIP). Will provide semiannual one-on-one discussions with each employee relative to overall performance and performance to goal progression.
• Provides sales coaching to help each Personal Banker and Customer Service Specialist improve and ensure their abilities in assisting our customers and maximizing opportunities to build customer relationships.
• Assists Customer Service Specialists and Personal Bankers in diffusing any customer concerns or issues. Will provide support with staffing issues where necessary as well.
• May be involved (with the Regional Branch Sales Director’s guidance) in disciplinary actions of team to include discharges while using the Progressive Discipline guidelines after consulting with the VP of Human Resources.
• When requested will complete the Employee Performance Appraisals within the required time limits for branch staff.
• Will be responsible for the accurate and timely input of weekly submission of branch payroll, time away and PTO time for all branch staff utilizing the Time Clock Plus system.

Operations:

• Must participate in mandatory annual compliance training, staff development and educational training within the branch as assigned by Branch Manager.
• Ensures that all Human Resource related documentation is completed and forwarded to the Human Resource Office in a timely manner.
• Acts in the leadership role in the absence of Regional Branch Sales Manager and/or Asst. Branch Sales Manager.
• Ensures that all daily activities are completed in accordance with the requirements of all internal controls as established by Bank policy.
• Will support the Branch Team as needed.
• Interviews consumer loan applicants, gathers required information for credit applications, and explains loan options, rates, terms and all collateral requirements to Lake Shore Bank customers. Will qualify loans and provide documentation for proper underwriting by running credit reports, analyzing information provided, verifying information with creditors, the applicants and the applicants employer when required. Will request and follow up on additional information required.
• May be required to travel to other branch locations in order to provide staffing efficiency.
• Maintains inside and outside appearance of the branch to highest levels of professionalism
• Maintains a professional image at all times while representing the Bank, by maintaining proper personal hygiene and appropriate business attire.
• Must represent the Bank in a positive manner at all times by providing customers with exceptional customer service.
• Refers appropriate candidates for employment opportunities with Lake Shore Bank.
• Any other duties that may be assigned.

Skills and Abilities Required:

• Must exhibit strong leadership and a drive for success. Prior leadership and enthusiasm for advancement must be proven either internally or externally.
• Potential for further development and leadership opportunities must be an objective of this individual in succeeding in personal and professional growth.
• Candidate should have at minimum an Associate’s Degree or Bachelor’s Degree in the field of Business, or prior success and achievement equal to 5 years of service in the business world in a leadership position.
• Computer Skills, in specific Bank software (Loan Doc/Fiserv System/Nautilus Scanning) and in Word, Outlook and Excel programs.
• Must maintain knowledge of the Consumer Loan Policy as approved each year by the Board of Directors.
• Is required to maintain a high degree of confidentiality, have excellent interpersonal and communication skills.
• Solid product knowledge; proactive leadership in learning new products/services and ensuring other staff members’ timely instruction of all products and services.
• Must have up to date knowledge of IRA/HSA rules and documents

Mandatory Requirements:

• Must maintain banking knowledge to ensure compliance with Bank Secrecy Act regulations and all other regulatory, security and Bank policies and procedures.
• Is responsible for strictly adhering to LSSB check cashing policies and procedures.
• Must maintain a positive work atmosphere by behaving and communicating in a manner so that a positive working relationship with customers, coworkers and managers exist.
• Must interact professionally with other employees, board members, customers and external vendors.
• Must act in accordance with the Lake Shore Bank Code of Ethics Policy.
• SAFE ACT Mortgage Licensing required.