Assistant Branch Manager I

Full-Time
**Summary**:
Oversees tellers and/or customer service representatives within the office to ensure the smooth and orderly operation of the teller line and customer service functions. Has a greater knowledge of customers, customer service and branch procedures and is responsible for delivery of superior quality service and adherence to regulations and audit guidelines.

**Description**:
**Reports To**:Branch Manager**

**FLSA Status**:Exempt**

**ESSENTIAL DUTIES AND RESPONSIBILITIES**

**Client Service**
- Ability to meet the public well and to deal effectively with their questions or problems.
- Knows the Bank’s products and services thoroughly.
- Ability to open new deposit accounts accurately and with mínimal errors or corrections.
- Looks for opportunities to explain, promote, or sell products or services.
- Continuously demonstrates a helpful, friendly attitude and is committed to providing excellent customer service.
- Serves as a model of excellent customer service to other employees.
- Identify and cross-sell retail products suitable to the customer’s needs.
- Handles customer complaints or questions and determines the action to be taken to remedy the situation.

**Management/Service**
- Provides professional customer service to include performing accurate transactions, greeting the customer, smiling, using the customer’s name during the transaction, and thanking each customer for his/her business.
- Assists staff with complex transactions/customer issues ensuring timely and professional resolution.
- Ensures all operating procedures are followed as outlined in SOPs.
- Refers customers to other Bank personnel as needed.
- Oversees day-to-day transactions of at least three Universal Bankers in a high-quality manner to provide superior customer service with mínimal service problems.
- Ensures staff is supportive of sales efforts and that referrals to Bank personnel are seen as part of quality customer service.
- Oversees all employees for whom responsible; conducts performance appraisals.
- Assigns duties and work schedules to staff to ensure efficient functioning of department.
- Trains employees in customer service and banking procedures.
- Approves checks for payment.
- Adjusts customer complaints.
- Ensures each staff member completes work in a neat and orderly manner.
- Ensures each teller balances daily. Assist in locating any differences. Ensures that all differences are properly initialed and, if required, reported to an auditor immediately.
- Ensures appropriate supply of money for financial institution's needs based on legal requirements and business demand.
- Monitors and reviews financial institution's security procedures and control access to vaults.
- Issues written and oral instructions.
- Studies and standardizes procedures to improve efficiency of subordinates.
- Maintains harmony among workers and resolves grievances.
- Prepares composite reports from individual reports of subordinates.
- Contacts customers and business, community, and civic organizations to promote goodwill and generate new business.
- Participates with Branch Manager in the allocation and achievement of sales goals.
- Handles customer complaints or questions and determines the action to be taken to remedy the situation.
- Ensures compliance with all new accounts and safe deposit box operations.
- Keeps inventory of Bank’s supplies and forms, and orders from designated vendors when necessary.
- Informs Branch Manager of any repairs or maintenance of office equipment as necessary.
- Assist with teller transactions when need arises.
- Balances and resupplies currency in the teller cash dispenser & ATM machines
- Settlement of vault cash each day and getting “Bingo”. This includes bank wide branch reconciliations.
- Handles ordering money from the Federal Reserve for all branch locations.
- Assist Branch Manager with assigned monthly auditing reports.

**Security**
- Maintains neat and orderly work area and ensures that all negotiables and confidential records are properly secured each day.
- Oversees that dual control is maintained over daily opening of the night depository and the processing of the contents therein.
- Conducts regular unannounced audits of all vault and teller cash, maintaining a written and signed record of each audit, reporting any exception to the Branch Manager.
- Oversees combination control, security reviews, and compliance.
- Understands role in case of robbery, whether victim or bystander, and knows proper post-robbery procedures.
- Professional appearance that evokes the customer’s trust.
- Adheres to all bank policies and procedures and to internal controls and system access restrictions.
- Other duties not mentioned above may be assigned.

**SUPERVISORY RESPONSIBILITIES**
- Is responsible for the overall direction, coordination, and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.