Branch Service Manager

4 days ago

Marysville, Washington, United States Pacific Premier Bank Full time

About the Role

Pacific Premier Bank is seeking a highly skilled and experienced Branch Service Manager to join our team. As a key member of our leadership team, you will be responsible for driving operational excellence and delivering exceptional customer experiences across our branches.

Key Responsibilities

  • Oversee day-to-day operational activities and processes, ensuring adherence to Bank policy and procedures, audit, compliance, and regulatory standards.
  • Process deposits, withdrawals, check cash, and other transactions quickly and accurately.
  • Ensure negotiable instruments and cash are accounted for by following proper security policies and procedures.
  • Responsible for annual, quarterly, and monthly certifications.
  • Compliance liaison to other supporting departments, such as BSA.
  • Review and verify reports as required, including New Account review tickets and Employee Timecards.
  • Enforce security and safety in accordance with Bank policy and procedures, supporting Branch Security protocol.
  • Use discretion to ensure sound management decisions are consistent with Bank's policy and procedures, ensuring uniform adherence and escalation as appropriate.
  • Serve as the first line of defense for risk management.
  • Lead and model the Client Service Standards.
  • Ensure timely individual and team compliance course completion.
  • Respond to client issues and inquiries, resolving complaints to resolution.
  • Maintain an updated knowledge of the bank's products and services, providing training to ensure staff is up-to-date.
  • Direct, lead, and implement methods for branch staff to achieve high standards of service and customer retention through observation and coaching.
  • Establish meeting cadence to ensure consistent communication.
  • Evaluate, mentor, and coach staff using Branch training.
  • Support individual development plans through the Let's Talk framework, regularly meeting with team and holding them accountable to bank goals and objectives.
  • Cross-train on new accounts/operations.
  • Regularly collaborate with Bank's internal business partners and relationship managers.
  • Assume responsibility for managing an individual portfolio report (IPR) during vacancies.
  • Expand existing relationships through individual portfolio report (IPR) management.
  • Proactively uncover opportunities to cross-sell during day-to-day interactions.
  • Regularly connect with top customers to ensure a high level of banking satisfaction.
  • Follow up with new customers in alignment with the Bank's customer onboarding strategies, when applicable.

Requirements

  • Minimum 5 years of experience in the banking industry.
  • Minimum 3 years of management experience.
  • Cash handling experience required.
  • Account opening experience required.
  • Sales experience a plus.
  • Ability to work out of our HB office Monday - Friday from 8:30am - 5pm.

About Pacific Premier Bank

Pacific Premier Bank is a top-performing financial institution dedicated to taking care of our customers and employees, making all feel welcomed and valued through building long-lasting relationships, doing the right thing, exceeding expectations, and strongly committing to diversity and inclusion.

We use the latest banking solutions combined with the most welcoming and friendly service, representing our brand and culture. We help deliver a memorable experience through our Client Service Standards, ensuring consistent customer satisfaction, loyalty, and trust.

When we do the right thing every time with the highest ethical standards, we will exceed our customers' expectations and achieve success.

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