Branch Service Manager

6 days ago

Bethesda Maryland, United States EagleBank Full time
About the Role

We are seeking a highly skilled Branch Service Manager to join our team at EagleBank. As a key member of our branch operations team, you will be responsible for ensuring the smooth day-to-day operations of our branch, while also driving sales and service excellence.

Key Responsibilities
  • Supervise the daily operations of the branch, ensuring compliance with policies and procedures.
  • Support in-branch sales activities and assist the Branch Manager in achieving sales goals.
  • Establish, retain, and deepen relationships with new and existing clients.
  • Coach and develop branch staff to achieve operational metrics and sales goals.
  • Deliver exceptional service to internal and external clients, addressing customer service issues as needed.
  • Maintain a strong working knowledge of teller, CSR, and BSM responsibilities, and be able to function in these roles when needed.
Major Duties and Responsibilities
  • Supervise the smooth operation of the branch platform and teller line, ensuring service quality, accuracy, efficiency, and risk management.
  • Ensure branch compliance with all policies, procedures, and applicable regulations, particularly as they pertain to audit, security, compliance, and internal controls.
  • Ensure accurate completion of monthly branch audits.
  • Responsible for branch vault and cash supply, preparing, receiving, and processing cash shipments per procedures, ensuring adequate currency supplies at all times.
  • Ensure proper completion of CTRs, balancing of the ATM, Night Drops deposits, and balancing TCR as applicable.
  • Maintain accurate branch teller difference record within established guidelines.
  • Ensure the branch is open on time and ready to conduct business each business day, delegating various operations duties to branch staff while maintaining overall administrative responsibility.
  • Assist the Branch Manager in organizing branch work schedules for platform and teller line to maintain adequate coverage during business hours.
  • Supervise the training of new staff, including product knowledge, operations, and sales/referral strategies.
  • Provide prompt, efficient, and accurate service in processing teller transactions, opening, and maintenance of accounts.
  • Oversee the lobby to reduce customer wait time and provide support to staff.
  • Promptly respond to complaints, questions, and concerns to resolve customer servicing issues.
  • Contribute to assigned branch cross-sell and product sales through calling efforts and other sales programs.
  • Assist the Branch Manager in providing quarterly coaching to staff, performance feedback, and at times assist with completion of performance reviews as scheduled.
  • Assist the Branch Manager in conducting regular branch meetings for operational, security, sales, service, product mastery, and other topics as necessary.
  • Fill in for the Branch Manager in their absence.
Qualifications
  • High School Diploma or equivalent.
  • 2 years of platform/account maintenance experience.
  • 1 year of teller transaction experience.
  • 2 years of supervisory/leadership experience/equivalent EagleBank branch banking experience considered.
  • Proficient use of platform and teller system; FIS Global/IBS application knowledge preferred.
  • Exhibits professionalism with internal and external customers, ability to speak with internal customers at all levels.
  • Strong understanding of bank's risk and liability related to supervisory functions performed, such as overdrafts, funds availability, wire origination, and changes in account control.
  • Advanced knowledge of deposit products and services, familiarity with other business line products.
  • Ability to proactively engage customers in product sales discussions.
  • Knowledge of banking regulations, policies, and procedures.
  • Basic knowledge of MS Office products.
Preferences
  • Bachelor's Degree.

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