Branch Manager

Summary/objective The Branch Manager is responsible for the overall operation, growth, profitability, and customer experience of a branch with a total book of business, including deposits and loans, of less than $25 million. This position is responsible for developing new business relationships, expanding existing customer relationships, opening new accounts, servicing existing customer accounts, and ensuring exceptional customer service delivery. The Branch Manager provides leadership and direction to branch staff, ensures compliance with bank policies and procedures, drives deposit and loan growth, and is accountable for executing and reinforcing the Bank's Customer Experience Program and service standards throughout the branch. Essential functions Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Develops a quality loan portfolio to obtain the bank’s loan growth objectives. Accepts, counsels, analyzes, collects and reviews required documents to initiate the loan process. Monitors loan portfolio to correct loan document exceptions and services the loan portfolio to reduce past dues and charge offs. Responsible for ensuring deposit and loan growth to obtain the bank’s deposit growth objectives by promoting the bank’s products and services. Monitors and makes decisions on assigned DDA accounts related to overdrafts, service charges, return items, charge backs, etc. Maintains a high level of employee morale to minimize turnover and maximize customer service satisfaction. Ensures smooth opening and closing of office and ensures all security and compliance policy and procedures are adhered to. Opens new consumer and business deposit accounts and ensures existing customer accounts are serviced accurately, efficiently, and in accordance with bank policies and procedures. Serves as a relationship manager for branch customers by identifying financial needs, recommending appropriate products and services, resolving customer concerns, and expanding existing customer relationships. Ensures all branch employees consistently perform customer service expectations as outlined in the Bank's Customer Experience Program, including adherence to service standards, customer discovery practices, referral expectations, and relationship-building initiatives. Coaches, develops, and holds staff accountable for delivering an exceptional customer experience through regular observation, feedback, training, and performance management. Promotes a customer-centric culture by monitoring service quality, recognizing exemplary customer service behaviors, and addressing performance gaps to ensure branch service standards are met. Ensures branch participation in customer experience initiatives, product knowledge programs, referral programs, and other activities designed to strengthen customer relationships and improve customer satisfaction. Reviews staff members for formal performance evaluations and recommends salary adjustments. Counsels employees when needed. Ensures branch compliance with audit and regulatory procedures. Represents the bank in civic and community activities to promote the image of the bank in the branch market area. Competencies Results driven and customer focused Detail oriented Leadership and management skills Excellent written and verbal communication skills Supervisory responsibilities Manages Branch Operations Supervisor. Indirectly manages Universal Banker, Senior Teller and Tellers Physical demands Office setting with moderately varied desk-oriented activity, with fatigue being relieved by opportunities to stand and move around in a comfortable environment. Ability to lift/move/carry approximately 20 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department an "undue hardship" then the employee must be accommodated; hence, omitting lifting as a physical requirement. Travel required Ability to travel when required to perform the essential job functions. Required education and experience Minimum 5 years in financial industry setting Background in financial institution operating policies and procedures, banking regulations Management skills including organizing, planning, delegating and interpersonal skills. Preferred education and experience Knowledge of personal computer and related word processing and spreadsheet software. GOOD CREDIT IS A MUST CREDIT REPORT IS REQUIRED FOR EMPLOYMENT #J-18808-Ljbffr