Assistant Branch Manager

Description

The Assistant Branch Manager is responsible for assisting the Branch Manager in the day-to-day operations of the branch. This role involves managing customer service representatives and teller staff, providing leadership, and ensuring high-quality service and standards. The Assistant Branch Manager also mentors staff to achieve goals, performs complex duties to serve customers, and ensures the highest degree of accuracy and professionalism in customer service.

Duties and Responsibilities:
• Greet customers promptly and provide a welcoming atmosphere. Create a friendly and professional environment that encourages customer loyalty and repeat business.
• Listen to customer concerns attentively, provide accurate information, and resolve any issues in a timely manner to ensure customer satisfaction. Escalate complex issues to the appropriate personnel when necessary.
• Possess a comprehensive understanding of bank products and services. Stay informed about the bank's offerings, including savings accounts, checking accounts, loans, and credit cards. Continuously update knowledge to provide accurate and relevant information to customers.
• Identify customer needs and effectively explain relevant products to enhance customer satisfaction and meet their financial goals.
• Provide detailed information about various bank products such as savings accounts, checking accounts, loans, and credit cards. Ensure customers understand the features, benefits, and terms of each product.
• Answer customer questions regarding product terms, conditions, fees, and eligibility criteria. Provide clear and concise answers to help customers make informed decisions.
• Build and maintain positive relationships with customers.
• Calculate daily transactions using computers, calculators, or adding machines. Accurately process transactions, including deposits, withdrawals, and payments. Ensure all transactions are recorded correctly and efficiently.
• Receive checks and cash for deposit, verify amounts, and check the accuracy of deposit slips. Carefully verify the amounts and details on deposit slips to ensure accuracy. Address any discrepancies promptly.
• Examine checks for endorsements and verify information such as dates, bank names, and identification. Ensure all checks are properly endorsed and contain accurate information. Verify the authenticity of checks to prevent fraud.
• Count currency, coin, and checks received by hand or using currency-counting machines. Accurately count and verify the amounts of currency, coins, and checks received. Use currency-counting machines when necessary to ensure precision.
• Prepare and verify monetary instruments such as cashier's checks, money orders, and gift cards. Issue and verify the accuracy of monetary instruments. Ensure all necessary documentation is completed and recorded.
• Balance cash drawer at the beginning and end of each shift and ensure accuracy. Reconcile the cash drawer to ensure it balances with the recorded transactions. Investigate and resolve any discrepancies.
• Identify and correct transaction mistakes when debits and credits do not balance. Correct mistakes promptly to maintain accurate financial records.
• Report any suspicious activities or transactions to the appropriate personnel. Monitor for any unusual or suspicious activities.
• Follow all bank policies and procedures to ensure security and compliance. Adhere to the bank's policies and procedures to maintain a secure and compliant environment. Stay updated on any changes to regulations and procedures.
• Maintain confidentiality of customer information and transactions. Protect customer privacy by ensuring that all information and transactions are kept confidential. Handle sensitive information with discretion and care.
• Oversee branch operations in the absence of the Branch Manager, ensuring smooth and efficient functioning of all daily activities. This includes supervising staff, handling escalated issues, and ensuring compliance with bank policies.
• Perform opening and closing procedures as needed, including securing the premises and ensuring all systems are operational. This involves checking security systems, preparing cash drawers, and ensuring all necessary documentation is completed.
• Perform overrides and authorize transactions as needed, ensuring compliance with bank policies and procedures. This includes verifying transaction details, ensuring proper documentation, and maintaining transaction logs.
• Assist in balancing and managing the vault, ITM, license plate stickers, gift cards, and travel cards, ensuring accurate record-keeping and security. This involves conducting regular audits, reconciling discrepancies, and ensuring all items are securely stored.
• Ensure all tellers scan and balance their transactions accurately, providing guidance and support to maintain high standards of accuracy. This includes reviewing transaction reports, providing feedback, and assisting in the finding of discrepancies.
• Complete end-of-day scanner reports and ensure all documentation is accurate and filed appropriately. This involves verifying the accuracy of scanned documents, resolving any discrepancies, and ensuring all reports are submitted on time.
• Monitor and manage branch cash levels, ensuring sufficient cash is available for daily operations and minimizing excess cash holdings. This includes forecasting cash needs, ordering cash supplies, and ensuring secure storage.
• Assist in training new tellers and provide ongoing support and guidance to the teller team, fostering a collaborative and efficient work environment.
• Address and resolve customer complaints and issues in a professional manner, ensuring customer satisfaction and loyalty. This includes listening to customer concerns, providing solutions, and following up to ensure resolution.
• Support tellers with difficult customer transactions, account closings, loan payoffs, etc. in a professional manner.
• Participate in branch meetings and contribute to the development of branch goals and objectives, sharing insights and feedback to improve branch performance. This involves presenting ideas and collaborating with team members.
• Assist in coordinating the daily schedule, ensuring tellers complete their responsibilities and take breaks.
• Reinforce new procedures and product knowledge with current tellers.
• Provide ongoing coaching and mentorship to staff, fostering a culture of continuous improvement.
• All other duties as assigned.

Requirements

• High school diploma or equivalent.
• Previous experience in a banking or financial services environment preferred.
• Experience in a supervisory or leadership role is an asset.

Required Skills:
• Ability to solve problems and make effective decisions.
• Strong attention to detail and problem-solving skills.
• Ability to multi-task and prioritize tasks effectively.
• Excellent customer service skills with a focus on customer satisfaction.
• Ability to build and maintain positive relationships with customers and colleagues.
• Strong interpersonal and communication skills, both verbal and written.
• Proficiency in using computers and banking software.
• Must be able to handle confidential information with discretion.

Physical Requirements:
• Ability to lift up to 50 lbs.
• Ability to stand for extended periods and perform repetitive tasks.