Customer Relationship Banking Manager

2 months ago

San Francisco, United States Field & Main Bank Full time
Retail Banking Center Supervisor
DEPARTMENT: Retail Banking Division
REPORTS TO: Director of Retail Operations
SUPERVISES: Retail Banking Team at Designated Location
FLSA: Exempt STATUS: Full Time
EEO Classification: 1.2 First/Mid-Level Officers and Managers
JOB GRADE: 5
HOURS: Regular full-time 40 hours. Saturday rotation required.
SUMMARY: The Retail Banking Center Supervisor is a pivotal role in Business Development and Management, tasked with cultivating enduring relationships with both existing and prospective clients while overseeing the daily retail operations of the banking center. This position coordinates and manages retail operational functions in alignment with established protocols and initiates new strategies. The Supervisor is responsible for developing, mentoring, motivating, coaching, and assessing the retail team to enhance their capabilities. This role includes collaboration with the Senior Relationship Banker and/or Relationship Banker Lead to ensure smooth daily operations. Additionally, the Supervisor partners with the Relationship Banker Coordinator to address the training requirements of the retail staff. Collaboration with the Director of Retail Operations and the Marketing Officer is essential for product development, promotion, and refining customer service standards for retail staff. This position serves as a liaison between retail and loan operations, consistently reviewing and updating retail operational policies and procedures. The Supervisor must be adept at performing all retail and consumer lending responsibilities, fostering new retail and consumer lending relationships while maintaining existing ones. The highest level of customer service is expected, reflecting the core values of the organization in all interactions.
EDUCATION & EXPERIENCE:
  • Required: High School Graduate or equivalent with post-secondary education (e.g., college courses or business school courses, AIB courses) or demonstrated equivalent work experience.
  • Desired: Associate's degree in a Business-related field or completion of Retail Banking School, or AIB Graduate School of Banking.
  • Completion of Field & Main University courses is expected.
  • A minimum of five (5) years of supervisory experience is required.
  • Demonstrated ability to develop processes and lead projects while effectively communicating results and implementing new policies.
  • Extensive knowledge of computer systems and evolving technology is essential.
  • Proven capability in generating and expanding a consumer loan portfolio.
  • A minimum of 5 years of experience in Relationship Banker roles with comprehensive knowledge of all Senior Relationship Banker functions.
  • Must comply with The Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (Safe Act) and be registered/licensed with the Nationwide Mortgage Licensing System and Registry; or must be eligible for registration under the Safe Act. Continuous compliance with the Safe Act is mandatory.
ESSENTIAL DUTIES & RESPONSIBILITIES:
  • Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
  • Fosters exceptional customer service by consistently delivering premier customer satisfaction with a friendly demeanor and a proactive approach.
  • Possesses knowledge of various federal regulations, including the Bank Secrecy Act, Community Reinvestment Act, Americans with Disabilities Act, Right to Financial Privacy Act, Gramm-Leach-Bliley Act, and Regulation E. Responsible for ongoing training of retail staff on relevant regulations.
  • Addresses operational challenges. Develops, recommends, and implements operational procedures and system utilization that align with the long-term strategic objectives of the organization.
  • Leads the implementation of retail system modifications to support new products and procedures, recommending changes to enhance service efficiency.
  • Exhibits sound judgment and makes timely decisions regarding customer transactions, balancing customer satisfaction with risk management.
  • Promotes and enhances the organizational culture, guiding the development and implementation of vision, policies, and guidelines with retail staff.
  • Implements client retention strategies through proactive and efficient relationship pricing.
  • Embodies and represents the organizational culture and brand.
  • Other duties as assigned.
Retail Responsibilities:
  • Delegates tasks and clarifies policies and procedures to the retail team.
  • Ensures adherence to the bank's policies and procedures, ensuring staff awareness of proper operational protocols.
  • Recommends hiring, disciplinary actions, promotions, transfers, and terminations as necessary.
  • Maintains documentation of teller outages, balances, and timecards.
  • Conducts regular team meetings to discuss issues, policies, procedures, and updates on retail activities.
  • Ensures achievement of new account goals.
  • Processes teller transactions as needed.
  • Provides comprehensive customer service, including account openings, product explanations, and gathering customer information for account processing.
Lending Responsibilities:
  • Solicits consumer and mortgage loans, informing prospective clients of underwriting guidelines and applicable regulations.
  • Conducts interviews with consumer and mortgage loan applicants.
  • Completes loan applications and pre-processing functions promptly to ensure timely communication of good faith estimates/adverse actions.
  • Communicates loan approvals or denials to borrowers.
  • Develops and expands a consumer and mortgage lending portfolio.
Business Development Responsibilities:
  • Enhances the bank's image through community involvement, participating in local activities and serving on civic boards and committees.
  • Ensures achievement of referral targets for relationship contacts across various departments.
  • Participates in business development initiatives, making joint calls for retention and new client acquisition.
  • Leads efforts in cross-selling to top deposit customers.
  • Engages with potential and existing clients to facilitate account establishment, loan documentation, and related paperwork.
COMPETENCIES: To excel in this role, an individual should demonstrate the following competencies:
  • Computer Skills: Strong proficiency in computer functions, with a commitment to continuous learning and technical skill advancement.
  • Initiative: Ability to identify appropriate actions based on knowledge and sound judgment, taking proactive steps to accomplish tasks independently.
  • Follow-Up: Completes assignments promptly and efficiently, responding urgently to requests from customers and colleagues.
  • Communication Skills: Effectively relates to customers and colleagues, maintaining professionalism in all interactions.
  • Interpersonal Skills: Collaborates well with team members, supporting management directives and contributing positively to organizational goals.
  • Time Management: Demonstrates urgency in task completion while maintaining accuracy and quality as workload increases.

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