Assistant Branch Manager

3 weeks ago

Martinsville, Virginia, United States Carter Bank & Trust Full time

Job Summary:

The Assistant Branch Manager plays a crucial role in developing and maintaining business relationships with customers while providing support and accountability for branch associates. This position ensures financial performance, customer satisfaction, and adherence to branch policies and procedures.

Key Responsibilities:

  • Develop and expand business relationships with customers to drive revenue growth and customer satisfaction.
  • Provide guidance and support to branch associates to ensure effective application of retail operating model defined behaviors, skills, and tools.
  • Participate in executing the branch's strategic plan to grow core deposits and loans, fee income.
  • Support branch associate action planning, reinforce expectations, and assess performance.
  • Maintain a high level of employee morale to minimize turnover and maximize customer service satisfaction.
  • Support branch manager strategy for deposit and loan growth to obtain the bank's growth objectives by promoting the bank's products and services.
  • Oversee the quality of consumer and business products sales and servicing.
  • Effectively identify and submit quality referrals to branch associates, internal partners, and vendor partners.
  • Oversee the quality of customer service and relationship management actions and decisions.
  • Consistently deliver exceptional customer experiences.
  • Assure safety and wellness standards are in place and practiced consistently and effectively.
  • Responsible for supporting branch operations effectiveness by reinforcing expectations for all branch associates.
  • Oversee adherence to the bank and regulatory policies and procedures.
  • Assure systems and facilities are maintained.
  • Collaborate with internal partners to identify areas of opportunities and areas of improvements.
  • Effectively respond to issues, errors, and complaints.
  • Demonstrate and support the effective and consistent application of performance and talent management processes.
  • Consistently demonstrate adaptability and serve in the tradition of care for which CB&T is known, modeling skills and behaviors defined in the retail imperatives.
  • Responsible for originating consumer and small business lending, for existing and new customers.
  • Assist customers to identify appropriate lending and deposit product solutions, completing the deposit opening process, loan application, and closing the loan.
  • Work with Retail Credit staff to review complicated transactions, structure loans, and loan exceptions.
  • Reviews reports outlined in toolkit and cadence relating to production, HR, Branch Operations, Retail Operations, Relationship Management.
  • Responsible for processing override approvals for transactions as needed.
  • Provide a complete range of customer services, including opening new accounts, servicing existing accounts, cashing checks, taking deposits, accepting payments, completing withdrawals, balancing customer accounts, ordering checks, transferring funds from one account to another, originate specified loans, and other transactions.
  • Engage customers, respond appropriately to opportunities to help customers by asking relevant questions, listening to needs, and directing to appropriate teammate, delivering exceptional customer experiences.
  • Assist Branch Manager in onboarding new hire associates with planning, oversight, and training.
  • Coach and mentor other branch associates.

Requirements:

  • High school diploma or equivalence required, some college a plus.
  • Previous experience in a financial institution or similar professional or retail services industry required.
  • Successful customer service and/or sales experience required.
  • Proven leadership capability in a prior position.
  • Successful account/relationship management experience a plus.
  • Successful operations experience a plus.

Skills:

  • Strong mentoring, coaching, and leadership skills.
  • Excellent customer service skills.
  • Excellent collaboration skills.
  • Detailed oriented, must be able to multi-task.
  • Strong verbal and written communication skills.
  • Ability to lead effectively in a fast-paced environment.
  • Basic math and accounting skills are needed with emphasis on balancing.
  • Basic computer literacy.
  • Knowledge of Word and Excel.
  • Knowledge or banking products and services is a plus.

Physical and Mental Qualifications:

  • Sitting, standing, walking to the terminal, and occasional stooping.
  • Requires lifting bags and/or tray of coins and bills periodically.
  • May require working outside designated branch hours to meet business needs.
  • Travel with occasional overnight travel required.

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