Assistant Branch Manager in Ellicott City MD

M&T Bank • Ellicott City, MD

75d • $27 - $45

About The Position

Assists branch management in administering and directing employee coaching, sales/business development, marketing, and operations of the branch. Serves as a foundation of building customer loyalty and growing and retaining customer relationships in the M&T branch system through modeling and coaching the Bank's sales process. Plays key role in Relationship Management (customer assessments, profiling for sales opportunities, account opening and lead-focused outbound calling), Sales Process (profile/pre-call planning, outreach, appointment preparation, interaction/appointment, follow-up) and Risk Management (audit requirements, fraud prevention, Know Your Customer (KYC) and customer information profile (CIP)). Profiles customers to identify financial needs across all product and service lines, resolves service issues, and on a very limited basis, completes accurate and timely processing of teller transactions.

Requirements

• Associate’s degree and a minimum of 4 years' proven retail sales, call center, customer service and/or telesales experience or in lieu of a degree a combined minimum of 6 years higher education and/or work experience.
• Minimum of 1 year's supervisory and/or leadership experience.
• Pertinent state Life/Accident and Health Insurance licensing required within 18 months of entry into position.
• Excellent verbal communication and interpersonal skills.
• Proven ability to demonstrate exceptional customer service.
• Strong organizational, time management, and prioritization skills.
• Demonstrated sales/business development experience and success.
• Proficiency with personal computers as well as pertinent word processing, and spreadsheet software as well as email.
• Ability to communicate and function professionally with all levels of personnel and business partners across the organization.

Nice To Haves

• Bachelor's degree.
• Notary public license.
• Licensed Life/Health Insurance Agent.
• Bi-Lingual based on branch needs.
• Experience with Internet.
• Fundamental understanding of branch profitability.

Responsibilities

• Develop new customer relationships and expand and retain existing relationships by proactively identifying opportunities leveraging the portfolio management process and utilizing the fundamentals of the Bank's sales process to achieve personal sales and/or referral goals.
• Identify financial needs of customers and present all appropriate product and service options by working cooperatively with appropriate internal business partners.
• Build new customer relationships through frequent interactions with customers during the first 90 days of the relationship.
• Proactively contact customers in assigned customer portfolio, as well as participate in branch sales promotions to support these efforts.
• Exemplify and provide leadership in support of the Bank's guidelines for delivering and coaching exceptional customer experience.
• Maintain a professional manner to build customer confidence and trust.
• Take ownership of account servicing and error resolution, including resolving complex customer problems and taking complete ownership of issues escalated by other Bankers.
• Follow-up on these issues as required to ensure timely and accurate resolution, and convert servicing situations to sales/referral opportunities.
• Meet with customers entering the branch to assess and identify customers’ immediate and long-term financial needs.
• Support branch in achieving its customer retention, acquisition and growth goals including Insurance revenue if appropriate.
• Maintain thorough knowledge of all procedures affecting branch activities to complete appropriate action as required by circumstance.
• Project a positive image of M&T Bank within the community through involvement in local organizations.
• Exemplify and ensure compliance with operational, security and control policies/procedures.
• Demonstrate teamwork by proactively assisting other branch colleagues when needed.
• Coach branch team on quality referral and sales generation to support sales activities.
• Supervise all branch operations in absence of Branch Manager.
• Assist branch management with new hires, including their training and coaching.
• Write and deliver performance appraisals or provide input to Branch Manager.
• Provide ongoing guidance and training to branch personnel on operating/platform problems.
• Identify risk-related issues needing escalation to management.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points.

Benefits

• Medical and retirement benefits.
• Forty hours of paid volunteer time each year.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree