Senior Retail Manager

2 weeks ago

Topeka, Kansas, United States Community National Bank Full time

Organization:


Community National Bank has been a pillar in the financial landscape since its inception in 1984, driven by a commitment to local governance and community involvement.


Position Objective:


The role is designed to fulfill Community National Bank's strategic goals by identifying and cultivating business prospects to enhance market presence, achieve sales targets, and effectively manage the retail team.

This position emphasizes building strong customer relationships and recognizing opportunities for referrals to various internal departments. The individual will actively advocate for Community National Bank while overseeing the staffing and daily operations of the retail branch.

Key Responsibilities:


Achieve sales targets as designated by organizing monthly sales meetings, setting performance benchmarks for staff, and providing coaching on consultative selling techniques, business development, and cross-selling strategies.

Employ a consultative approach to identify customer needs by gathering and evaluating information about their financial situation, thereby uncovering potential referral opportunities.

Assist in resolving customer service inquiries related to online banking, business banking, and account management.

Coordinate external sales initiatives and events to promote the Bank's products and services.
Guide and mentor staff to ensure exceptional customer service and attainment of branch objectives.

Maintain comprehensive knowledge of all branch functions, including banking transactions, operational procedures, and sales goals.

Oversee compliance and operational integrity within the branch.
Execute opening and closing procedures in line with security protocols.
Authorize transactions within set limits while ensuring adherence to the Bank's policies and security measures.
Supervise the completion of audits and ensure staff compliance with established policies.
Balance daily and weekly reports, addressing discrepancies promptly.
Monitor and audit cash handling processes, including vault and ATM operations, if applicable.
Uphold customer privacy and data protection standards by maintaining confidentiality.
Ensure compliance with all Bank policies and local, state, and federal regulations.
Complete all mandatory training requirements.
Delegate tasks to staff and follow up on their completion.
Provide training opportunities to foster employee development.
Conduct performance evaluations and offer coaching to enhance job performance.
Build professional networks within the Bank and the community.
Exhibit a high degree of professionalism and expertise.
Encourage a collaborative team environment within the branch.
Facilitate monthly staff meetings.

Ensure adequate staffing levels to meet business demands, providing efficient service to customers while maintaining high standards.

Support customer transaction needs based on branch traffic.
Stay informed about personal banking products, services, and industry trends.
Possess complete knowledge of account management processes within the banking system.

General Duties:
Foster a strong relationship culture through exemplary customer service and in-depth product knowledge.
Deliver outstanding customer service by resolving issues promptly and effectively.
Achieve growth objectives for the branch.
Mentor and coach team members.
Participate in the hiring and termination processes for staff.
Manage the calling program.
Oversee branch operations.
Coordinate staff scheduling for retail activities.
Identify and implement solutions for general and urgent issues.
Consult with supervisors on financial matters as necessary.
Collaborate with staff to maintain a cohesive team environment.
Be adaptable to additional responsibilities as assigned by leadership.
Cross-train for various roles to provide coverage when needed.
Represent Community National Bank with professionalism at all events and communications.
Attend meetings as required.
Propose policies and procedures relevant to the role.
Respond promptly to inquiries from customers, staff, and vendors.
Handle telephone communications with timely responses.
Adhere to Community National Bank's policies and procedures.
Other responsibilities as assigned.

Qualifications and Skills:
Extensive knowledge of retail banking products and services, as well as small business customer needs and solutions (including lending options).
Thorough understanding of operational processes and policies across all locations.
Experience in financial services is beneficial but not mandatory.
Comprehensive knowledge of banking technologies, processes, and performance metrics.
In-depth understanding of relevant regulations, audit standards, and associated policies.
A strong commitment to customer service excellence.
A focus on achieving results and thriving in a collaborative, team-oriented environment.
A resourceful self-starter with the confidence to engage with customers.
Willingness to collaborate and adapt to various roles within the team.
Strong communication and interpersonal skills.

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