Branch Services Manager

Job Description

Job Description

Functional Title: Branch Services Manager

Grade: 6

Direct Report: Retail Banking Area Manager

FLSA: Exempt

Middletown Valley Bank is a growing organization, and we are looking for people who believe in providing an Absolutely Exceptional Experience to our customers, communities, and fellow team members. Become a part of our team and join a company with a professional and positive work environment, caring culture, great benefits and rewarding work opportunities.

General Summary

The Branch Services Manager (BSM) leads a team of Branch Bankers and is responsible for coaching, mentoring, and supporting day to day business transactions. The BSM is responsible for production oversite, addressing training needs, performing routine 1:1 meetings with direct reports, completion of performance evaluations, and supporting the achievement of branch financial goals. The BSM will also be responsible for opening personal and business bank accounts, promoting and processing credit card applications, promoting and processing MVB’s suite of consumer loan products, and referring mortgage and commercial services to appropriate business partners. This position requires excellent interpersonal skills, the ability to manage a team, and the ability to handle customer inquiries and transactions efficiently and accurately.

Primary Duties and Responsibilities

• Leads and directs daily activities for a team of Branch Bankers.
• Provides real-time coaching, mentorship, knowledge, and support to the branch bankers regarding MVB policies and procedures, including branch operations, security, and compliance.
• Responsible for understanding and training others on all deposit and loan products, as well as ancillary services, fee structures, customer benefits, interest rates, and product restrictions.
• Coordinates and/or executes outbound customer communications in relation to the account opening process, account maintenance needs, and other communications as needed in accordance with Bank procedures.
• Promotes bank products and services during customer interactions with the goal of continually educating clients about Bank products and services, in addition to referring customers to the respective branch business partner.
• Processes and/or delegates customer requests, including account maintenance, debit card instant issuance, eSignature processing, check ordering, and gift card issuance.
• Redirects workflow to ensure that critical items are completed in a timely manner given resource constraints.
• Recognizes and implements changes to support process enhancements.
• Works with retail leadership to stay up to date on new and innovative product promotion techniques and incorporate those techniques in branch to further enhance customer experience.
• Establishes and sustains a work environment in which the company and its employees thrive by ensuring equity and consistency in hiring, developing, and evaluating people.
• Maintains positive relationships with financial industry representatives, regulatory authorities, community organizations, business partners and others.
• Maintains customer confidence and protects bank operations by keeping information confidential.
• Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the bank's compliance with all regulatory requirements, e.g. Community Reinvestment Act (CRA), Bank Secrecy Act (BSA), Equal Credit Opportunity Act, etc.
• Supports and participates in community activities and initiatives.
• Other duties necessary to meet business objectives.

Knowledge, Skills, and Abilities

• Requires an Associate or equivalent degree, as well as 3+ years of related experience to accomplish primary duties. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered.
• Demonstrated leadership skills with the ability to delegate, inspire, and communicate effectively.
• Working knowledge of the financial services industry, banking regulations, and lending practices.
• Handles escalated customer issues and is able to effectively diffuse challenging customer situations to retain relationships.
• Proficient with Microsoft Office.
• Experience with Jack Henry Xperience Teller and OnBoard Platforms desirable.
• Effective communication skills with both internal and external customers.
• Strong problem-solving skills and adept conflict resolution skills preferred.
• Strong organizational skills and the ability to multitask.
• Flexibility in schedule sufficient to workdays, evenings, or Saturdays.
• Aligned with Middletown Valley Bank’s Code of Ethics and values.

Work Environment

• While performing the duties of this job, the employee is regularly required to stand, walk, see, use hands to type, carry, handle, and feel objects, reach with hands and arms, talk, and hear. The employee must occasionally lift and/or move up to 50 pounds or more.
• The job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

Full-Time Benefits

• Health, Dental, and Vision Insurance
• Life Insurance
• Short Term & Long-Term Disability
• 401k Savings Plan
• Paid Holidays
• Parental Leave
• Paid Time Off
• Professional Development
• Employee Assistance Program

This job description represents a summary of typical functions of the job, not an exhaustive list of all possible responsibilities, tasks, and duties.