Senior Retail Lead

Organization:

Community National Bank was founded in 1984 by a group of individuals in Nemaha County, Kansas with diverse local ownership with decisions made on a local level.

Position mission:

Meets Community National Bank’s business objectives by developing business opportunities to grow market share, meet sales quotas when applicable, cross sell to existing and new customers and manage the location staff. Builds customer relationships and recognizes potential opportunities by making quality referrals to internal departments of the Bank. Actively promotes Community National Bank. Will oversee the staffing and operations of the retail location.

Major Duties:

Meets sales objectives when applicable and assigned by conducting monthly sales meetings, establishing sales quotas for staff when applicable, and coaching the staff on a consultative approach to selling, new business development and cross-selling skills.

Uses a consultative referral approach to selling, evidenced by collecting and analyzing information regarding customer’s income, assets and investments or debts, to actively identify referral opportunities. Track all

location referrals and sales within the location. Promotes and guides staff in achieving referral goals as outlined.

Assists in customer service issue resolutions for online banking, business online banking, operational or

anything related to accounts and Bank requests.

Identifies and coordinate appropriate outside sales activities and events to promote Bank Products and

services.

Mentors and coaches’ staff to ensure that customer service is at optimal levels and that branch goals are met.

Maintains a solid understanding of all functions within the location, including but not limited to all banking

transactions, operations, and location sales objectives so as to participate in the duties and responsibilities of all location positions at times when staff is inadequate.

Monitors all compliance issues and operations of the branch.

Performs opening and/or closing procedures of the location in accordance with security procedures. This

includes possession of keys as well as combinations to various vaults.

Approves transactions within authorized limits while ensuring Bank’s policies and security procedures are followed. Oversees that all customer inquiries are addressed and responded to efficiently and effectively.

Oversees completion of monthly, quarterly, or annual audits and employees work in accordance with policy.

Balances location daily, weekly reports and reports out-of-balance conditions accurately and promptly.

Monitors, balances and audits vault, atm and recyclers if applicable.

Complies with the privacy and customer data protection policy by maintain customer confidence.

Protects Bank operations by always keeping information confidential and secure.

Adheres to all Bank policies and procedures and all local, state, and federal statutory regulations.

Completes all required training.

Completes operational requirements by delegating assignments to staff and following up on work results.

Exercise discretion and uses judgment in the implementation, distribution, and monitoring of new procedures, policies and product information to location staff.

Provides training opportunities to staff to enhance career

development. Appraise staff productivity and efficiency for the purpose of recommending promotions or other change in status.

Counsels and coach employees, monitors and evaluates job performance and prepares performance

improvement when required.

Establishes business and professional networks within the bank and in the community.

Possesses a high level of professionalism and technical knowledge.

Fosters a teamwork environment within the location.

Conducts monthly staff meetings.

Ensures that adequate staff is scheduled to meet appropriate business levels, that customers are

served quickly, efficiently and that all standards are met.

Support customer teller transactions needs based on customer traffic.

Maintain current knowledge of personal banking products, services, practices, and trends and integrates into

customer conversations.

Maintain complete knowledge of how to open, close or conduct maintenance on accounts on the system in

order to train and coach location team, but also serve as the expert during staffing needs.

General Responsibilities:

Support CNB’s strong relationship culture through quality customer service and superior product knowledge

Provide superior customer service by resolving problems efficiently and responding timely

Growth goals for the location.

Coaching and mentoring of employees.

Interviewing, hiring, terminating team members.

Responsible for the calling program.

Responsible for location operations.

Responsible for staff retail scheduling.

Identify and implement solutions to problems in general and urgent matters

Seek counsel of supervisor on financial concerns or other issues as appropriate

Work collaboratively with staff to maintain a team environment

Flexible to accept additional assignments as requested by leadership

Cross train for other positions to cover when necessary

Professionalism while representing CNB (onsite, professional and community events and via communications)

Participate and attend meetings as requested

Recommend policies and procedures as it relates to area of responsibility

Timely responses to inquiries for information to customers, staff and vendors

Answer telephone calls and provide a prompt response

Follow CNB’s policies and procedures

Other duties as assigned

Requirements and Skills:

In-depth knowledge of retail banking products and services and small business customer needs and

solutions (including lending products)

In-depth knowledge of all locations operational processes and policies

Experience in financial services is an asset but not required

In-depth knowledge of bank technologies, processes, and performance metrics

In-dept knowledge of applicable regulations, audit standards, and related policies and procedures

Passionate commitment to helping our customers

Drive to deliver a personal customer experience

A focus on results and the ability to thrive in a holistic conversation and team-based environment

Resourceful self-starter with courage and confidence to approach customers

Readiness to collaborate and work in different capacities as part of a team

Strong interpersonal skills, including the ability to build rapport and connections with customers

An aptitude for listening, solving problems, and responding flexibly and creatively to new

challenges

In-depth verbal and written communication skills

In-depth organizational skills

In-depth collaboration and team skills

In-depth Analytical and problem-solving skills

In-depth influence skills

Education and Experience:

Typically, between 3-5 years of relevant experience and post-secondary degree in related field of study or an

equivalent combination of education and experience in sales

Experience in a consultative customer service or sales role, with a drive to deliver a personal customer

experience (or ability to obtain retail banker conversation certified within 90 days)

Previous supervisory or management experience

Dedication to providing exceptional customer service

Strong attention to detail, dependable, and self-motivated

Highly proficient in MS Office and industry-specific software

Work Schedule: 7:30 am – 6:15 pm M-TH; 8am- 6pm Fridays & 8am-12pm Saturdays

Location: Topeka, KS

Job Type: Full-time

Pay: From $25.00 per hour

Benefits:

401(k)

401(k) matching

Dental insurance

Employee discount

Flexible schedule

Health insurance

Paid time off

Vision insurance

Experience level:

3 years

Shift:

8 hour shift

Weekly day range:

Monday to Friday

Rotating weekends

Weekends as needed

Experience:

Bank Teller Management: 3 years (Required)

Ability to Commute:

Topeka, KS 66614 (Required)

Ability to Relocate:

Topeka, KS 66614: Relocate before starting work (Required)

Work Location: In person

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