Senior Retail Manager

2 weeks ago

Topeka, Kansas, United States Community National Bank Full time

Organization:


Community National Bank has been a cornerstone of local banking since its inception in 1984, founded by a diverse group of individuals in Nemaha County, Kansas, ensuring that decisions are made at the community level.


Position Mission:


The role is designed to fulfill Community National Bank's strategic objectives by identifying and cultivating business opportunities that enhance market presence, achieve sales targets, and effectively cross-sell services to both existing and prospective clients while managing the retail team.

This position is pivotal in fostering customer relationships and recognizing potential leads for internal referrals within the Bank. The individual will actively advocate for Community National Bank and oversee the staffing and operational functions of the retail branch.

Key Responsibilities:


Achieve sales targets as assigned by conducting regular sales meetings, setting performance goals for team members, and providing coaching on consultative selling techniques, business development, and cross-selling strategies.

Utilize a consultative approach to sales by gathering and analyzing customer financial information to identify referral opportunities.

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

Coordinate external sales initiatives and events to promote the Bank's products and services.
Mentor and guide staff to ensure exceptional customer service and achievement of branch objectives.

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

Monitor compliance and operational standards within the branch.
Execute opening and closing procedures in accordance with security protocols.
Authorize transactions within established limits while ensuring adherence to Bank policies and security measures.
Oversee 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 policies to maintain client trust.
Safeguard Bank operations by ensuring confidentiality and security of information.
Comply with all Bank policies and local, state, and federal regulations.
Complete all mandatory training.
Delegate tasks to staff and follow up on outcomes to meet operational requirements.
Provide training opportunities to enhance staff development.
Conduct performance evaluations and provide coaching to improve employee performance as needed.
Build professional networks within the Bank and the community.
Exhibit a high level of professionalism and expertise.
Foster a collaborative team environment within the branch.
Conduct monthly team meetings.

Ensure adequate staffing levels to meet business demands, ensuring prompt and efficient customer service.

Support customer transaction needs based on traffic patterns.
Stay informed about personal banking products, services, and industry trends.
Maintain proficiency in account management processes within the banking system.

General Responsibilities:
Promote a strong relationship culture through exceptional customer service and extensive product knowledge.
Deliver superior customer service by resolving issues efficiently and responding promptly.
Drive growth objectives for the branch.
Mentor and coach team members.
Participate in the hiring and termination processes for staff.
Oversee the calling program.
Manage branch operations.
Coordinate staff scheduling for retail functions.
Identify and implement solutions for general and urgent issues.
Seek guidance from supervisors on financial matters as necessary.
Collaborate with staff to maintain a cohesive team environment.
Be adaptable to additional assignments as directed by leadership.
Cross-train for various roles to provide coverage when needed.
Maintain professionalism while representing Community National Bank at events and through communications.
Attend meetings as required.
Recommend policies and procedures relevant to the role.
Respond promptly to inquiries from customers, staff, and vendors.
Answer phone calls and provide timely assistance.
Adhere to Community National Bank's policies and procedures.
Perform other duties as assigned.

Requirements and Skills:
Comprehensive knowledge of retail banking products and services, as well as small business customer needs and solutions (including lending products).
Thorough understanding of operational processes and policies across all locations.
Experience in financial services is advantageous but not mandatory.
In-depth knowledge of banking technologies, processes, and performance metrics.
Familiarity with applicable regulations, audit standards, and related policies.
A strong commitment to customer service.
A results-oriented mindset with the ability to thrive in a collaborative, team-focused environment.
Resourceful self-starter with the confidence to engage with customers.
Willingness to collaborate and work in various capacities as part of a team.
Strong communication and interpersonal skills.

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