Regional Lobby Services Manager

Job Description

Job Description

Description:

GENERAL DESCRIPTION:

The Regional Lobby Services Manager role will manage all aspects of financial center operations in the Dallas/Ft. Worth Metroplex.

The position will be accountable for customer satisfaction and ensure the financial center is compliant with all bank policies and

procedures. They will be responsible for overseeing and supervising bank Lobby Service Representatives (“LSR”). Supervises

employees by setting and assessing performance goals and establishing work schedules and priorities. The Regional Lobby Services Manager role will work in tandem with the other Lobby Services Manager and the Deposit Services Director to create and maintain a cohesive and consistent set of policies and procedures for the Lobby Services area.

ESSENTIAL FUNCTIONS:

1. Lead and oversee the daily operations of Lobby Services, ensuring compliance with bank policies, procedures,

regulatory requirements, and customer service standards.

2. Partner with the Director of Deposit Services and fellow Lobby Services Managers to develop, maintain, and

communicate operational policies, procedures, and best practices.

3. Develop, coordinate, and deliver training programs that support operational excellence, regulatory compliance, and

exceptional customer experience across all financial centers.

1. Serve as a subject matter expert for branch operations, providing guidance, support, and escalation assistance for

complex customer issues, operational concerns, and policy interpretation.

2. Participate in the development, testing, implementation, and support of new products, services, software, and

operational initiatives affecting retail banking operations.

3. Foster strong working relationships with branch personnel and operational departments, including Call Center, Quality

Control, and Deposit Operations teams, to promote collaboration and consistent service delivery.

4. Monitor branch operational performance and provide recommendations to leadership regarding process improvements,

training needs, compliance concerns, and service enhancements.

5. Ensure adherence to all applicable banking regulations, including BSA/AML, OFAC, CIP, and internal operational

controls designed to safeguard customers and bank assets.

6. Maintain expertise in retail banking products, account opening procedures, teller operations, safe deposit services,

ATM operations, and related banking systems.

7. Provide branch support for all LSRs/Tellers and coverage in DFW as needed, including customer service, account

opening, teller transactions, transaction approvals, and operational assistance within the assigned market.

8. Coach, mentor, and support branch personnel to enhance performance, accountability, and customer relationship

management.

9. Ensure completion of required training and professional development activities.

10. Perform other duties and special projects as assigned.

Requirements:

REQUIRED SKILLS:

1. Must be proficient with 10-key (by touch); alpha/numeric data entry; spreadsheets, word processing, basic typing and

excellent PC skills. Must demonstrate strong proficiency in Microsoft Excel and financial spreading software. Must possess

computer proficiency with a working knowledge of Microsoft Office Suite applications.

2. COMMUNICATION SKILLS: Ability to read, analyze and understand general business- and company-related materials;

ability to speak effectively with customers and employees. Must possess excellent interpersonal and customer service skills,

along with strong written and verbal communication skills. Ability to make personal connections, engage and educate

customers, ask open-ended questions, and use active listening skills to establish trust and build lasting customer

relationships.

3. MATHEMATICAL SKILLS: Ability to calculate figures & amounts such as discounts, interest, and percentages; ability to

apply basic math concepts to practical situations. Thorough understanding of financial products, services, and account

structures required.

4. CRITICAL THINKING SKILLS: Ability to solve practical problems and deal with a variety of known variables in situations

where only limited standardization exists; ability to utilize common sense understanding to carry out written, oral or

diagrammed instructions. Must demonstrate strong analytical skills and a risk-aware mindset. Ability to identify problems,

evaluate alternatives, and implement effective solutions.

5. SUPERVISION RECEIVED: Under general supervision where standard practice enables the employee to proceed alone on

routine work, referring any questionable cases or issues to direct supervisor. Must demonstrate the ability to complete

routine transactions with limited supervision.

6. PLANNING: Considerable responsibility with regard to general assignments in planning time, method, manner and/or

sequence of performance of own work; may also assist in planning and coordinating the work of others. Must possess

strong organizational skills, attention to detail, and the ability to prioritize and manage multiple tasks in a fast-paced

environment. Ability to effectively plan, manage, and delegate work.

7. DECISION-MAKING: Performs work operations which permit frequent opportunity for decision-making of importance. Must

exercise sound judgment in resolving customer issues, operational exceptions, and workflow challenges. Ability to identify

customer needs and recommend appropriate products and services.

8. MENTAL DEMAND: Very close mental demand; operations requiring close and continuous attention for control of activities

requiring coordination and timely response; must be able to effectively multi-task in a high-volume environment, handle

frequent interruptions, and shift priorities as needed.

9. ANALYTICAL ABILITY / PROBLEM-SOLVING: Must have strong analytical and problem-solving skills. Ability to learn and

apply knowledge of products, services, systems, procedures, and applicable regulatory requirements related to daily job

functions.

10. PUBLIC CONTACT: Regular contact with customers involving furnishing and obtaining information and resolving issues;

requires strong customer service skills and the ability to positively influence customer experience.

11. EMPLOYEE CONTACT: Regular contact with co-workers and management requiring coordination of efforts; requires tact in

discussing problems, presenting information, and making recommendations. Must demonstrate a collaborative approach

with internal partners.

12. ACCURACY: Probable errors would have a moderate effect on operational efficiency and customer experience. Must

demonstrate strong attention to detail and accuracy in performing tasks. Must adhere to established policies and procedures

and maintain general knowledge of Bank Secrecy Act (BSA) and OFAC requirements to ensure compliance. Ability to adapt

to a changing work environment and work scheduled financial center hours.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:

While performing the essential functions of this job, the employee is continuously required to sit, stand, talk or hear; they regularly sit, use hands to handle or feel and frequently are required to reach with their hands and arms and occasionally stand, walk, climb or balance. The Regional Lobby Services Manager may occasionally lift, move, push or pull up to 20 pounds. Specific vision abilities

required by this job include close vision. This is an indoor position and the noise level in the work area is usually moderate.

REQUIRED EXPERIENCE:

High school diploma or GED required; bachelor’s degree in business, finance, or related field preferred; or equivalent combination of education and experience. Minimum of 3–4 years of banking experience with an emphasis on branch operations required, along with a minimum of 2 years of management or supervisory experience. Previous experience in consumer lending preferred.

REPORTING RELATIONSHIP:

This position reports directly to the Deposit Services Director who reports directly to the Executive Vice President of

Operations/Cashier. The EVP, Operations/Cashier reports to the President of American National Bank & Trust, who, in turn reports to the CEO of American National Bank & Trust.

DISCLAIMER:

This job description is representative only and not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Duties and responsibilities may be changed, expanded, reduced or delegated by Management to meet the business needs of the organization.

This document in no way constitutes an offer of employment or a contract of employment. ANB&T reserves the right to modify job

descriptions, policies or any other procedural document at any time, for any reason, with or without prior notice.

“ANB&T is an Equal Opportunity / Disability / Protected Veteran Status Employer.”