Retail Market Manager

Job Description

Job Description

Join the American Bank team! We are a small, privately-owned Montana community bank that delivers high-quality experiences tailored to each individual and business. We empower our employees to work in the best interest of customers, give back to their communities, and maintain a healthy work-life balance. We also like to have fun! 

Please Consider Applying Through This Link:  

Reports To: SVP, Branch Administrator
Position Status: Full-Time, Exempt

Job Summary:
The Retail Market Manager is responsible for the overall leadership, performance, customer service, and efficient daily operations of all Bozeman retail branches. This role ensures efficient and compliant branch operations while fostering a collaborative, customer-focused work environment. 

The Retail Market Manager leads, coaches, and develops staff; builds and maintains strong customer and community relationships; and drives business development efforts.  This position also contributes to lending activity and branch financial performance through a strong understanding of customer needs, credit practices, and the local market.  This is a leadership role which serves as a key driver of the market’s success, promoting a positive and productive environment that supports both staff and customer satisfaction.

Primary Responsibilities:

• Consistently provides and maintains outstanding customer experiences by exceeding expectations and resolving issues efficiently, ensuring high levels of satisfaction and loyalty.
• Demonstrate skills, behaviors, and attitudes consistent with the vision, values, and beliefs of American Bank, presenting a professional image that others wish to emulate.
• Serves as a representative of the Bank in the community through regular engagement, attendance, and service at events and on projects, enhancing the Bank’s presence in the market.
• Leads and manages branch staff by setting performance expectations, providing coaching and performance feedback, and supporting employee development.
• Ensures each team member builds proficiency in their role and responsibilities.
• Manages the selection, placement, development, promotion, and termination of branch employees; collaborating closely with the Branch Administrator and Human Resources.
• Oversees daily branch operations to ensure efficiency, accuracy, and compliance with bank policies and procedures.
• Maintains comprehensive knowledge of, promotes, and sells bank products and services, including digital banking, cash management, IntraFi deposits, merchant services and credit card offerings based on customer needs and within ethical guidelines.
• Present and prepared to step in as a Universal Banker or Teller when needed, providing direct support to retail staff and ensuring seamless operations.
• Assists and trains business customers with setting up and using our cash management tools.
• Participates in and develops initiatives that deepen relationships with existing customers while promoting exceptional customer service and fostering long-term engagement.
• Develops new business through outbound calling efforts, relationship buildings, and community involvement.
• Manages branch performance against established goals, including business development and financial targets.
• May develop and manage consumer loan relationships (excluding construction lending), including evaluating creditworthiness, structuring terms, and monitoring performance.
  • Approves loans with assigned authority and supports presentations for larger or more complex credits.
  • Maintains and monitors the quality of the loan portfolio to minimize risk.
• Tracks and reports sales activity and lending pipeline progress.
• Ensures the branch is operationally ready each business day, including staffing, systems, and facility readiness.
• Oversees branch facility maintenance and ensures a safe environment for employees and customers.
• Enforces security procedures and promotes risk awareness as branch physical security officer.
• Stays up to date on regulatory changes and upholds day-to-day oversight and responsibility for ensuring compliance with regulatory laws as they relate to functions within their departments.
• Satisfactorily complete all required compliance bank training.
• Collaborates cross-functionally with departments such as, Operations, Risk, Compliance, Credit, Human Resources, and Finance to ensure alignment on branch objectives and organizational priorities.
• Demonstrates personal initiative and sets a positive example for others to emulate.
• Other duties as assigned by management.

Education and Experience:

Required:

• High school diploma or GED equivalent
• Minimum 7 years of retail banking experience
• Minimum of 3 years of supervisory or management experience
• Notary Public or ability to obtain within 6 months of employment

Preferred:

• Bachelor’s degree in business, finance, or related field
• Prior lending/underwriting experience
• Experience with Jack Henry systems (Xperience, Synergy 4|Sight, Vertex Teller, NetTeller, Onboard Deposits, iPay, ProfitStars)
• Accredited ACH Professional (AAP) or Certified Treasury Professional (CTP) certification

Competencies:

• Strong leadership and interpersonal skills with the ability to coach, inspire, motivate, empower, and develop employees while leading by example.
• Advanced analytical and problem-solving skills, particularly in evaluating laws, rules, regulations, financial data, credit risk, and market conditions.
• Ability to manage branch level P&L, interpret financial trends, and drive performance outcomes.
• Thorough knowledge of retail banking operations, banking regulations, compliance standards, products, services, and relevant software.
• Skilled in building trust, conducting quality conversations, identifying needs, and aligning customers with appropriate solutions.
• Strong attention to detail.
• Effective communication skills, both verbal and written, with the ability to build relationships with customers, employees, and community partners as well as communicate a clear vision.
• Strong organizational and time management skills with the ability to self-start, work independently, and manage multiple priorities.
• Ability to proactively solve complex operational or client related challenges using sound judgement, data interpretation, and risk aware decision making with the flexibility and open-mindedness to adapt to change.
• Sound judgement and decision-making abilities with high level of integrity and professionalism.
• Demonstrates a strong sense of ownership and accountability for responsibilities and outcomes by taking initiative, proactively identifying opportunities for improvement, seeing challenges through to resolution to consistently deliver results focused on excellence, attention to detail, and adding value to consistently exceed expectations.

Working Conditions:

• Work is performed in a professional office and branch environment with standard noise levels.
• Frequent interactions with customers and employees.
• Ability to work under time constraints and pressure is required.
• Monday through Friday, 8-hour shift with one hour lunch between the hours of 7:30 AM and 5:30 PM.
• Will be expected to work under time constraints and outside normal business hours as necessary to complete responsibilities.
• Exposed to a potentially hazardous condition – robbery. Receives detailed instructions and procedures to be followed to minimize the risk.

Physical Requirements:

• Critical sensory abilities are seeing, hearing/listening, touching, and speaking.
• Standing for long periods when providing customer service, sitting, walking and must be able to lift and carry 30 lbs. waist high and 20 lbs. shoulder high.
• Physical dexterity requirements include operating general office equipment such as telephone, computer, calculator, photocopier, and postage machine.
• Physical ability to stand, walk, sit, climb stairs, balance, stoop, kneel, crouch or crawl.
• Mental effort requirements include reading, writing, basic arithmetic, mathematics, visualizing conclusions, analyzing data, searching for solutions, creating methodologies, conducting research, and managing resources.

• Driver’s license: employee is required to possess and maintain a valid driver’s license for operating bank vehicles or personal vehicle on the bank’s behalf.

Travel Requirements

• Primary work assignment will be in main branch; employees should agree to go to any other location requested by management, with the understanding that such temporary reassignment will require the use of your personal vehicle. If requested to spend the entire day at a non-primary location, American Bank will pay for time spent traveling which is inclusive from the time an employee leaves home to the time returned to home. In addition, any time that one uses their personal vehicle, in such travel, American Bank will reimburse mileage at the current designated IRS mileage reimbursement rate.

Pay Grade: 13
The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.