Job Description

Job Title:

Branch Relationship Manager (Bi-Lingual)

Summary:

The Branch Relationship Manager is responsible for successfully leading their branch sales and relationship building, including its daily operations, service quality, and financial performance. Works with group leaders and assigned staff members with service as a Bank-wide focus.

Key responsibilities include, team leadership, meeting/exceeding branch performance goals, managing all aspects of branch operations, maintaining a high level of service quality, producing accurate branch service quality, producing accurate branch reporting, branch compliance, branch security, assisting with sales/marketing activities and maintaining branch condition.

Key Responsibilities:

Branch and Personal Sales Performance Goals/Reporting

Achieve branch goals for customer satisfaction, account openings, deposit growth, loan origination, and referrals Provide sales support to team utilizing sales coaching techniques to ensure established branch goals are attained Open, cross sell, maintains existing accounts and products to new and existing customers; monitor sales for team daily Take a proactive sales and service approach by following up with customers, making calls with an emphasis on setting appointments for other financial needs. Assist in outside sales calls on local businesses as needed. Work with assigned Community Development Manager, Mortgage, Commercial and Investment Representatives to meet required monthly referral goals Review and monitor referrals in CRM Proactively notify Retail Branch Support Manager of situations related to personnel, customers, competition and market trends that have the potential to affect future performance Prepare and implement a cross-training plan with each staff member on products and services. Work with staff on making recommendations for customers by using open-ended questions. Expands branch network and sales opportunities by developing relationships with individuals and businesses throughout the community Obtains appropriate approval for customer exceptions as required by the bank policy Conduct bi-weekly one-on-one meetings with each employee to assess development needs
HR Management Functions

Partner with Branch Support Manager and HR in the interviewing process of new hire candidates Monitor all performance and conduct periodic performance reviews/coaching sessions for staff members; review, approve performance reviews for direct and indirect reports Complete performance reviews on time for each direct and indirect report. Submit to Branch Support Manager, or SVP Retail Banking for approval and delivery. Review incentive compensation for accuracy and communicate with employees on their progress Add and review team feedback and provide action plans or performance improvement plans as needed Review staffing needs to make sure branch is staffed properly during peak hours Manage employee time and attendance by verifying time worked and approving timecards Assist and support other branches for staffing as needed
Team Leadership/General Management

Follow all Bank policies/procedures Is aware of and complies with CRA guidelines and policies, ethics policy, and the bank's non-discrimination policy; complies with banking regulations Comply with all daily, monthly and quarterly security procedures Perform and/or assist with all branch audits such as semi-annual Branch audit, safe deposit box audit, teller cashbox audits, marketing audits, etc. Comply with BSA requirements relating to Suspicious Activity Reporting, Currency Transaction Reporting, OFAC and red flags Coach staff to provide consistent customer service and how to recognize sales and cross-selling opportunities Provide a minimum of one piece of valuable feedback in Threads two times quarterly for a team member or business partner Consistently read feedback and follow up with relevant training, mentoring, encouragement and accountability for individuals on their team Always demonstrates Banks Core Values Assist fellow employees with enthusiasm and motivation Maintains neat work area, follows the Banks Clean Desk Policy and assists team members to do the same Strike a balance between individual work and delegation of assignments Service/Branch Operations Supervise the day-to-day operations of the Branch and ensures all team members have adequate skills and product knowledge Delegate responsibilities and performing scheduling to efficiently service customer requests and manage periods of heavy traffic at the branch Monitor team performance related to outstanding service that achieves high customer satisfaction and builds strong, long-term customer relationships Maintain the condition of branch building and equipment, such as ATM's, including cleanliness, security and maintenance Monitor customer complaints and record in the Complaint Tracker with resolution; provide reminders and training when needed for staff to bring complaints forward and track accordingly Assist branch employees when needed Provide on the spot customer service coaching as needed to assist team member with professional and positive language usage with customers Lead and participate with the opening and closing of the Branch
Community Involvement

Encourage team involvement in community events Expands branch network and sales opportunities by developing relationships with individuals and businesses throughout the community Volunteer for at least one organization and attend four bank sponsored events through the performance review year

Requirements:

Education & Experience Required:

Bi-Lingual skills preferred Associate degree or an equivalent, banking and sales experience 3+ years of relevant experience in retail branch management (preferred) Advanced knowledge of banking customer service principles and processes Strong team leadership skills Strong interpersonal skills including verbal and written communication and listening skills Relevant experience developing and achieving team goals Strong computer and banking software experience Proven ability to stay current with and comply with industry regulations Experience analyzing current market conditions to determine future business opportunities and projections NMLS Registered
Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this

job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full-time

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Tuition reimbursement Vision insurance
Experience:

Retail Bank: 5 years (Required)
Work Location: In person