Senior Branch Growth Lead - Customer Focus & Coaching

The Senior Branch Manager position is primarily responsible for overseeing the efficient, day-to-day operation of the branch with emphasis on customer satisfaction and inquiries; consumer deposits; small business growth; customer relationship retention and growth; branch personnel management and scheduling; and oversight of branch facility. The Senior Branch Manager must be customer focused and familiar with the community, proficient in core applications to oversee the teller function, ATM balancing, and customer service duties as well as a familiarity with IRA services and personal banking products and services. Major Duties and Responsibilities Works with the VP, Retail Banking to develop customer retention and growth strategies. Coaches and mentors the Branch team to ensure excellent customer service skills. Assists customers and prospects – understanding needs and developing relationships. Projects a positive image of the bank to customers and staff members. Serves as the one of the regional support persons for other branch managers and the primary contact for questions from their branch employees. Enforces dual control procedures at all times; performs audits as needed to ensure ongoing compliance procedures. Ensures all policies and procedures are followed including OFAC, BSA/AML, REG D, REG E, and REG CC. Schedules staff to maintain adequate coverage at all times. Collaborates with other Senior Branch Managers and the VP or Retail Banking to cover staff shortages. Oversees Teller duties and assists line with customer transactions. Acts as back-up in absence of Tellers and Customer Service Representatives. Keeps staff informed of new products and services, Bank and departmental news, and pertinent changes in policies and procedures. In collaboration with the VP, Retail Banking, interviews and trains new hires in their branch. Completes regular coaching sessions and annual reviews with branch employees. Reports opportunities and issues to Retail Banking management. Reviews and assists with Branch Manual procedures. Other projects and/or duties as assigned. Position Requirements Strong customer service orientation. Demonstrated leadership and communication skills. The ability to coach others and to motivate a team. Track record of significant success in customer satisfaction and retention. In-depth knowledge of all banking products and services, policies, and procedures and related regulations including reporting and audit requirements. Demonstrated ability to make basic departmental decisions regarding a variety of banking activities. Computer skills in bank systems and technology, including platform systems and ATMs. Computer skills including word processing, spreadsheets, Internet usage, and e-mailing. The ability to plan, organize work, establish priorities and collaborate. This level of knowledge is normally acquired through completion of a Bachelor's Degree and/or 4-6 years banking experience, preferably in a managerial role (5 years). #J-18808-Ljbffr Presidential Bank