Branch Manager

4 weeks ago

Gloucester, United States Cape Ann Savings Bank Full time

It is the responsibility of the Branch Manager to represent Cape Ann Savings Bank to the public and to their employees, and to promote the Bank's core values and mission in the Community. The Branch Manager works directly with the Senior Retail Banking Officer to build, coach, develop, lead, and motivate a customer focused employee team.

  • Provide an exceptional customer experience for the entire branch.
  • Develops an understanding of customers' needs and expectations, ensures that products and services are offered that address those needs and expectations.
  • Fosters and nurtures a climate of teamwork and actively interacts with other departments sharing growth opportunities.
  • Act as an ambassador of the Bank by promoting the Bank through community involvement and business networking events.
Responsibilities:
  • Develops new business by establishing and growing customer relationships while coaching and encouraging their team to do the same.
  • Sets the customer service standards for the branch and ensures that all branch employees are trained and motivated to succeed.
  • Educates branch employees and customers regarding all products, services, and alternate delivery channels.
  • Develops and maintains effective lobby management and customer outreach efforts to enhance the customer experience both in and outside of the branch.
  • Ensures a positive atmosphere with open communication regarding an understanding of all changes to policies and procedures.
  • Schedules and perform audits as needed with the head teller on teller drawers, cash recyclers, and the branch vault.
  • Maintains the operational integrity of the branch. Ensures proper controls are maintained over all branch operational processes and regulatory requirements.
  • Creates a schedule for team to allow time for training including Security, Compliance, and Retail Banking Policy & Procedures.
  • Actively demonstrates use of technology and self-service channels with all branch employees and customers, promoting ATM, online banking, and mobile banking alternatives.
  • Proactively identifies, reports, and resolves customer issues to ensure a positive customer experience from the identification of a customer issue through resolution and actively promotes programs that solidify the customer relationship.
  • Displays a high level of professionalism.
Qualifications:
  • Requires good interpersonal, problem solving, and supervisory skills.
  • Must have a desire to help customers to understand and meet their financial needs.
  • Possess outstanding verbal and written communication skills.
  • Must be able to work Saturdays.
Education & Experience:
  • Position requires a college degree in business or finance, or equivalent experience.
  • Requires strong leadership ability and a minimum of 2 years of previous retail banking management experience.
Required Skills, Knowledge & Abilities:

Considerable knowledge of teller and customer service functions and products. Working knowledge of banking operations. Ability to deal effectively with customers and employees and to maintain a high level of customer service.

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