Assistant Manager

Job Description

Job Description

Being a Country Bank team member has a lot of perks!  Our competitive total compensation package and comprehensive benefit package include:

• Medical, dental and vision insurance, a 401(k) Plan with a generous employer contribution plus match;
• Income protection benefits;
• Educational assistance and tuition reimbursement benefits;
• Generous total paid time off, and more!

Country Bank is a growing mutual community bank with locations in Hampden, Hampshire and Worcester counties. We are Made to Make a Difference in the lives of our customers, our communities, and for our team members every day since 1850. It is our people that drive our success and create our inclusive and engaging culture. We’re excited to meet you to discuss our career opportunities and how you can make a difference as a part of our growing Retail Banking team!

About the Job:

The Assistant Manager works in conjunction with the Retail Banking Officer to ensure that the Banking Center is functioning at the highest level possible, including sales performance, managing customer growth and retention, oversight of the end-to-end customer experience, and operational practices. This role assists the Retail Banking Officer in supporting all staff development efforts, including coaching and training sustainment. Additionally, the Assistant Manager contributes to the Bank’s overall goals and initiatives through individual participation in sales activities, calling programs, community engagement and delivery of tailored service to each customer by ensuring financial needs and goals are met. 

The pay range for this position is $50 ,000 to $63,000.

This position is Full Time, 37 hours weekly. 

Essential Duties and Responsibilities (Other Duties May be Assigned):

• Provides on-the-spot coaching to Banking Center staff in regards to the Country Bank Experience, Avannis Survey management and any other opportunities necessary. Prepares and conducts quarterly coaching development sessions with banking center staff. Assists the Retail Banking Officer with identifying and correcting performance-related issues as they arise.
• Ensures effective communication to staff on all policies, procedures, Bank-wide initiatives or operational changes. Assists Retail Banking Officer in facilitating Banking Center meeting discussions regarding leadership, operations, employee development, product knowledge, sales, service and goal objectives
• Manages operational soundness and workflow of the banking center, including overall scheduling maintenance and approval, managing complex customer requests and ensuring audits are completed on time and according to policy guidelines.
• Models and promotes the Country Bank Experience for all staff. Participates in and facilitates role-play and skill building exercises with the Banking Center team, to increase comfortability and improve technique in engaging the customer and identifying potential roadblocks to an outstanding customer experience. Works closely with Retail Banking Officer to implement strategies and activities to enhance the Country Bank Experience for the banking center and provides coaching to Banking Center staff.
• Identifies and pursues opportunities to build and deepen customer relationships by actively listening and engaging the customer to understand their current and future financial needs and priorities. When appropriate, offers solutions and educates customers on products, promotions and digital services to assist the customer in reaching their financial goals. Meets all defined customer service and sales goals, as well as achieves high  satisfaction ratings on all Avannis customer surveys. Responsible for mortgage, commercial loan, cash management, and merchant service referrals to other applicable internal business lines.
• Opens various types of new accounts, including consumer, business, and retirement. Ensures proper identification is collected for various entity types and prepares and collects appropriate applications and agreements. Provides customers with instructions and education on self-service products including assisting and promoting ATM and ITM activity and awareness
• Manages all levels of account servicing requests such as processing address changes, business account requests, and issuing new ATM/Debit cards, enrolling and troubleshooting for online and mobile banking, and assisting customers with ATM/Debit fraud resolution. 
• Originates and closes home equity lines of credit and consumer loans as well as Small Business Express.
• Attends meetings, training classes, webinars and seminars appropriate to job responsibility to stay current and knowledgeable of banking trends and all Country Bank products and services.
• Processes financial transactions for customers including deposits, withdrawals, loan payments, cashing checks, issuing cashier’s checks, entering wire transfers and ordering foreign currency. May provide certain transaction exceptions, within policy or procedural guidelines. Performs transactions and balances a cash box, cash recycler, and vault daily while maintaining an excellent balancing record in compliance with the Bank’s established Retail Banking Balancing Standards.
• Follows Bank procedures to independently open and close Banking Centers daily.
• Maintains knowledge of and compliance with applicable federal, state and local laws and regulations governing the activities of the Bank. 
• Responsible for building long-lasting relationships with customers both internal and external, community and colleagues through the embodiment of our Core Values: Integrity, Service, Teamwork, Excellence and Prosperity.
• Required to work 2-3 weekend days per month, as scheduled.
• Other job duties, as assigned. 

Knowledge and Skills

It is required that the employee in this position can work both independently and as part of team. This role requires an employee to understand federal, state and local laws and regulations and then practically apply this information by using sound judgement to make decisions in the best interest of the Bank and the customer. This employee should have strong customer service and negotiation skills, as well as the strong ability to communicate with others through spoken and/or written word. This role requires employees to maintain confidentiality, act with tact and diplomacy and maintain a professional dress and demeanor. 

This position requires basic knowledge of the Microsoft Office Suite, including Excel, Outlook, PowerPoint and Word. 

Education and Work Experience

A High School diploma or equivalent is required; an Associate’s degree or equivalent banking experience is preferred.  A minimum of three years’ experience in a banking environment is required. At least one year of coaching and supervising others is preferred.

The ability to acquire and maintain a Notary Public license is required, as well as lending origination skills and the ability to maintain active registration with the Nationwide Mortgage Licensing System. 

Working Conditions/Physical Requirements

This position is in a general Retail Banking Center environment and may require prolonged periods of standing and looking at a computer screen. Minimal physical effort is required but could include: repetitive motion of wrists and fingers; reaching over the counter; talking and hearing; and the ability to lift and/or move up to 50 lbs. This role may require some travel between offices.