Banking Center Manager

Banking Center Manager

If you are someone wanting to make a difference in the communities that we serve and join one of the strongest large banks in Kansas City, then Security Bank of Kansas City has a career for you. In addition to our compensation and benefits packages, Security Bank offers full-time employees 11 paid holidays, rewarding and challenging growth opportunities, generous paid time off and discounted banking services.

Position Summary

A Banking Center Manager is responsible for delivering an excellent experience to the current and potential customers of a specific banking center. Employees in this position possess exceptional customer service skills, confidence, leadership and coaching skills, a strong sales aptitude, attention to detail, and an outstanding knowledge of traditional and emerging bank products and services. They support Security Bank of Kansas City customers and ensure that the banking center channel delivers a consistent, prompt, and professional customer experience while focusing on building and enhancing customer relationships to foster long-term relationships.

Essential Duties & Responsibilities

The duties include but are not limited to the following:

• Create market specific business development strategies and activities to grow market share by developing new household and business relationships to ensure goals and budgets are met.
• Assemble and lead a knowledgeable team at the banking center that displays effective sales techniques including, however not limited to, utilizing open-ended questions, active listening, and comprehension skills, overcoming objections, and closing.
• Understands and applies operational policies and procedures that evolve as customer behaviors change, and the channel grows.
• Understands the consumer lending process as it relates to cross-sell opportunities, loan products and interest rates.
• Properly identifies customers on every interaction using established guidelines and procedures.
• Provides accurate account information using account security procedures.
• Recognizes account flags such as holds, delinquent loans and screen messages before interacting with a customer.
• Recognizes inconsistencies regarding checks being deposited and account activity.
• Understands check hold processes and procedures.
• Must be customer-focused and able to convey information in an enthusiastic and positive manner.
• Greets customers enthusiastically, provide quality customer service and constantly look for ways to exceed their expectations.
• Supports individual and enterprise goals as determined by management.
• Utilizes system software provided.
• Promotes honest and open communication throughout the organization.
• Demonstrates behaviors that are consistent with the bank's philosophies, objectives, and leadership characteristics.
• Works with other departments to ensure the workflow or process is providing the best service to the customer.
• Entrepreneurial approach to building market share and problem solving.
• Proactively seeks ways to provide financial solutions to new and existing customer relationships.
• Proficient in determining customer needs, and providing solutions, that may include referring customers to other departments and bank affiliates/partners including mortgage and commercial lending, treasury management and financial advisors.
• Maintains a strong working knowledge of consumer/business banking products and services to confidently consult with customers.
• Enthusiastically educates customers on emerging bank technology.
• Uses strong and creative decisioning skills and abilities to assist customers; conducts transactions and sales activities with little to no supervision.
• Efficiently and accurately processes basic banking transactions (deposits, withdrawals, check cashing, payments, etc.), account maintenance requests and account openings while safeguarding against fraud and ensuring customer privacy.
• Issues money orders and cashier's checks and redeems savings bonds.
• Follows all applicable policies, procedures, regulatory rules, and guidelines. Stays up to date with changes.
• Researches and politely assists with customer inquiries, provides account statements, assists with check orders, accepts change of address requests, and performs other customer-oriented functions with the intent of enhancing customer retention and exploring additional sales opportunities.
• Able to identify correct product solutions for customers through needs-based questioning and make referrals to other departments, bank affiliates/partners to build and deepen customer relationships.
• Performs account servicing duties, create a wonderful client experience in the lobby, on the teller line, on the phone and in the community.
• Participates in onsite visits with customers, community groups or events to obtain networking opportunities and promote bank products, services, and brand.
• Actively coach, develop, motivate, mentor and schedule employees to ensure employee satisfaction and a superior customer experience.
• May be called upon as needed to accurately maintain, verify, and balance a cash drawer following the Bank's standard operating procedures.
• May work on special projects or be assigned special roles as requested by Retail Management or Regional Management.
• Assists with the training of new employees and provide continuing training for current employees.
• Meets job expectations outlined by Retail Management in the position's Performance Matrix. The expectations are reviewed annually by Retail Management and are subject to change.
• Works at assigned banking center; therefore, this is not a remote position.
• Performs other duties as assigned.

Required Skills & Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Excellent verbal and written communication skills as evidenced by the ability to interact face-to-face, using electronic media and over the phone with customers and co-workers in a clear, confident, friendly, and polite manner, using proper grammar and spelling.
• Demonstrated ability to use tact and diplomacy, collaborate, show confidence, and present a "professional" personal appearance (including body language, tone of voice, hygiene, and attire).
• Ability to put people at ease.
• Ability to listen to the customer to identify customer needs and develop creative, workable solutions to satisfy those needs.
• Recent cash handling and customer service background.
• Analytical (statistical), organizational, time management, and problem-solving ability.
• Proven ability to collaborate, solve problems, manage time wisely and work with limited supervision.
• In addition to possessing the skills necessary to perform the job, the employee must be willing and able to demonstrate these skills by coming to work daily as scheduled.
• NMLS registration.

Minimum Education & Experience

• Minimum 5 years' banking and previous management experience preferred.
• Leadership experience with a proven record of business development and associate coaching and development.
• Strong knowledge of bank products, policies, and procedures. Recent Retail Banking or new accounts experience required, including the ability to market to new and existing customers.
• Previous teller experience required with an excellent balancing record preferred.
• Experience with computers working in a Microsoft Office and Windows environment. Previous experience with Jack Henry, or other similar software, preferred.

Physical Demands & Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands: While performing the duties of this job, the employee is regularly required to walk, talk, see and hear. The general level of physical activity would be defined as sedentary. The employee is occasionally required to stand and frequently required to sit; use hands to finger, handle, or feel; reach with hands and arms. Some movements of the hands, arms, and wrists may involve repetitive motions. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus. Regular attendance and punctuality are necessary and essential functions.
• Cognitive/Mental Requirements: While performing the duties of this job, the employee is required to comprehend and use basic language, either written or spoken, to communicate information and ideas, both simple and complex. The employee is also required to use logic to define problems, collect information, establish facts, draw valid conclusions, interpret information and deal with abstract variables for unique or unfamiliar situations; also requires use of problem-solving skills including formulating and applying appropriate course of action for routine or familiar situations. The employee may be required to perform numerical operations including basic counting, adding, subtracting, multiplying and dividing or more complex quantitative calculations.
• Work Environment: While performing the duties of this job, the employee is inside a central heat and air-conditioned office building. The noise level in the work environment is minimal.

Other Information:

Security Bank of Kansas City