Assistant Branch Manager I

Position Summary:

The Assistant Branch Manager I supports the Branch Manager in daily operations, staff leadership, and client service excellence. This role requires full proficiency in all Relationship Banker responsibilities (RB I–III), including advanced knowledge of loan products, payment options, servicing processes, and client guidance throughout the loan lifecycle. In addition to initiating and processing loans, the ABM I ensures accurate documentation, assists with servicing inquiries, and provides expert support for consumer and business banking needs.

The ABM I has expanded oversight of branch operations, audits, scheduling, staff coaching, and client issue resolution. Acting as the branch's operational leader in the Branch Manager's absence, this role ensures compliance, efficiency, and alignment with CSB's Core Values: Character, Commitment, Service, Trust, and Community.

Position Focus Areas:

Client Experience & Service Excellence

• Uphold CSB Consistent Client Service Standards e.g., greet and acknowledge every client timely both walk-in and telephone; communicate clear expectations; offer refreshments and ensure the coffee bar is clean and stocked.
• Provide knowledgeable support across all CSB products and services, including Online Banking, Mobile Deposit, Zelle, Digital Wallet, and Card Hub.
• Answer all incoming calls by the third ring and provide timely follow-up on unresolved issues.
• Assist clients with opening, maintaining, and closing accounts (DDA, Savings, Money Market, Safe Deposit Boxes).
• Issue, activate, and support debit cards (in-branch printing or ordered by mail); educate clients on digital card management.
• Process address changes across applicable systems and coordinate with support teams for special account types (IRA, loan).
• Process Stop payments.
• Place check orders for both Consumer and Business Accounts

Operational Proficiencies

• Oversee and perform teller transactions; balance drawers, ATMs, TCRs, and vault.
• Process cashier's checks, foreign currency exchange, savings bond redemptions, night drop, and domestic/foreign wires.
• Ensure CTR completion, BSA/KYC compliance, and proper ID/documentation collection.
• Open and maintain consumer accounts (DDA, SAV, MMK, CDs); complete maintenance for signers, POA, ownership changes, beneficiaries, and updates.
• Issue and manage debit cards; troubleshoot mobile deposit, Zelle, Bill Pay, and digital banking issues.
• Respond to fraud alerts and assist clients with fraud resolution.
• Open and manage basic and complex business accounts; review and approve documentation.
• Take and process loan applications (HELOCs, small business); gather and verify documentation.
• Identify Treasury Management opportunities and coordinate referrals with TM officers.
• Conduct outbound calls for client retention and growth.
• Mentor and support RB I–III team members.

Branch Operations & Compliance

• Manage day-to-day branch operations in the absence of the Branch Manager.
• Oversee completion of daily tasks: partner emails, NSF decisions, non-post reviews.
• Ensure completion of monthly, semi-annual, and annual audits.
• Exercise wire approval authority within policy limits.
• Ensure the branch maintains strong operational soundness and audit readiness.

Client Service & Relationship Management

• Resolve escalated client issues and complaints.
• Originate loans, including HELOCs, consumer loans, and small business loans.
• Supports Branch Manager by collecting loan documentation and answer client loan product and life cycle questions.
• Reinforce a culture of client-first service and operational accuracy.
• Work with the team to deliver client satisfaction metrics by instilling ownership and accountability.

Team Leadership & Development

• Supervise branch team members; provide daily guidance and coaching.
• Observe staff performance for growth and training opportunities.
• Use training checklists and proficiency scorecards to review employee progress.
• Assist Branch Manager with staff performance evaluations.

Staffing & Scheduling

• Collaborate with Branch Manager to create and manage staffing schedules.
• Support market coverage needs by assisting with staffing at other branches.

Business Development Support

• Distribute and monitor team outbound calling assignments.
• Participate in networking, external calling, and community outreach efforts.
• Support Branch Manager in developing and executing branch call plans.

Critical Success Factors:

• Client Focus: Provides exceptional, proactive service to every client.
• Operational Accuracy: Consistently maintains proficiency standards for balancing, reporting, and compliance.
• Teamwork: Actively contributes to branch success and peer support.
• Adaptability: Manages multiple priorities with professionalism and efficiency.
• Values-Driven: Demonstrates CSB's Core Values of Character, Commitment, Service, Trust, and Community daily.

Preferred Education/Experience/Software:

High school diploma or equivalent required; some college preferred. Knowledge of basic math. Minimum of 3 years of progressive retail banking, cash handling experience, account servicing, HELOC origination and processing, treasury solutions, and business banking is preferred. Proficient with use of technology, including banking systems that include Premier UI, Mantl, Verafin, CheckFree (preferred by not required). Strong interpersonal and communication skills are preferred, along with the ability to build trust and serve clients with professionalism. Experience in leading and mentoring peers. Detail oriented with strong organizational and critical thinking skills. Comfort with digital banking tools and ability to educate clients on their use. Knowledge of a wide range of Microsoft Office software applications is preferred.

Training:

Responsible for the timely completion of all required compliance training such as BSA, Information Security, and other job specific training as assigned.

BSA Compliance: Complies as required with relevant Bank policies and procedures related to BSA, including capture of required CTR data, capture of data for Monetary Instrument Log, and review of parties against the OFAC list. Promptly informs manager and/or compliance staff of potential suspicious activities.

Additional Requirements:

The responsibility to acquire and maintain the required knowledge of State and Federal Banking regulations and policies. Proficient in operating computers and calculators with accuracy and efficiency. Must have excellent customer relation skills.

Work Environment/Physical Demands:

Professional regulated office environment with adherence to compliance, security, and operational standards. While performing the duties of this position, the team member is regularly required to operate standard office equipment. The team member is frequently required to communicate and perceive. The position is primarily stationary and not substantially exposed to adverse environmental conditions and requires sedentary work such as exerting up to ten pounds of force 5% of the time and a negligible amount of force approximately 95% of the time.

*This position description has excluded the marginal or peripheral functions that are incidental to the performance of primary functions. Duties, responsibilities and activities may change at any time with or without notice. This position description does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.