Assistant Branch Manager

Brentwood Bank • Wexford, PA

16h

About The Position

Summary of Basic Function: As the Assistant Branch Manager, you will be responsible for supporting the Branch Manager in ensuring the delivery of extraordinary customer service, revenue growth, branch operations, and overall daily functioning of the branch. As an administrative expert, you will have oversight of the overall execution of branch operations, training, and compliance tasks. In the absence of the Branch Manager, this position will serve as the branch leader to accomplish the bank’s overall goals and objectives. Assistant Branch Managers offer a welcoming and inclusive team environment where you are empowered every day to help our customers achieve their financial goals while promoting products and technology solutions. Essential Duties and Responsibilities: Service Excellence: Cultivate an environment in the branch of end-to-end service excellence for every customer interaction through in person or digital channels. Own the customer experience. Resolve, delegate or escalate all issues in a timely manner. Utilize customer feedback to coach and develop the team to further enhance future interactions. Ensure entire branch team is consistently delivering on the Brentwood Bank standards; provide on the spot feedback as needed or develop detailed action plans in conjunction with the Branch Manager for remediation when applicable. Leverage tools and technology to identify and present sales and service opportunities. Revenue Growth: Partner with the Branch Manager/Business Banker to attain branch goals through individual contribution, as well as managing the overall contribution/performance of Universal Bankers. Create a culture of accountability; manage team goals, measure performance, ensure execution of action plans to close performance gaps. In the absence of the Branch Manager, responsible for conducting sales meetings, daily huddles, and training sessions to develop a culture of sales and revenue growth within the branch. Function as an in-branch expert in the various products and services offered; taking initiative to continually develop and grow personally and to support the growth and development of the entire team. Refer customers with dedicated/complex Commercial, Mortgage, Business Banking, or financial advisement to the appropriate business partners. Initiate and close qualifying loan applications in the branch (Home Equity). Leverage technology to promote, assist, and educate customer’s use of self service and remote channels, such as ATM, online banking and mobile banking. Drive technology adoption in all processes for greater efficiency. Maintain accurate and detailed logs of customer interactions, referral, communications, preferences, complaints, and other information in the CRM. Serve as a Brentwood Brand Ambassador at all times when engaging customers and ensure all branch employees are upholding the highest standards inside/outside the branch. Comply with all Federal/State banking regulations and local consumer protection laws governing loan origination including the SAFE Act and SAFE Act registration and renewal rules as defined by the bank, if applicable. Adhere to all bank operation, security, risk and regulatory related policies and procedures. Completes all required annual or job-specific training. Additional tasks and responsibilities may be assigned based on business need. Operational Excellence: Under the supervision of the Branch Manager, manage the overall operational activities of the branch by ensuring all tasks are performed by the team as outlined in the branch Operations Management Procedures. Responsible for implementing performance expectations set by the Branch Manager, training, mentoring, and coaching, to ensure team performance aligns with expectations. Partner with the Branch Manager and Retail Operations to ensure operational updates are consistently implemented. Work with the Branch Manager regarding recruitment and hiring processes as well as training needs for employees. Additional tasks and responsibilities may be assigned based on business need.

Requirements

• Bachelor’s degree, or equivalent work experience in banking and finance, business, or a related field.
• One-year progressive managerial experience in banking strongly preferred.
• Three or more years of customer service background in retail or banking.
• Proven ability to understand, drive and lead branch sales, service, operations, and financial performance within both a branch and digital channels.
• Demonstrates acumen in banking, sales, investments, consumer lending, business banking, business lending, leadership, and customer service.
• Ability to develop, influence, motivate and inspire a team to increase retention and bank performance.
• Excellent organizational and time management/prioritization skills.
• Proficient use of Microsoft Word and Excel software applications and ability to operate a variety of office equipment.
• Excellent communication skills, both verbal and written.
• Strong attention to detail and the ability to multi-task effectively.
• Proficiency with banking computer systems and related software.
• Required to act as a Mortgage Loan Officer (MLO) in this position, must be registered as a MLO as per the S.A.F.E. Act requirements.

Responsibilities

• Cultivate an environment in the branch of end-to-end service excellence for every customer interaction through in person or digital channels.
• Own the customer experience.
• Resolve, delegate or escalate all issues in a timely manner.
• Utilize customer feedback to coach and develop the team to further enhance future interactions.
• Ensure entire branch team is consistently delivering on the Brentwood Bank standards; provide on the spot feedback as needed or develop detailed action plans in conjunction with the Branch Manager for remediation when applicable.
• Leverage tools and technology to identify and present sales and service opportunities.
• Partner with the Branch Manager/Business Banker to attain branch goals through individual contribution, as well as managing the overall contribution/performance of Universal Bankers.
• Create a culture of accountability; manage team goals, measure performance, ensure execution of action plans to close performance gaps.
• In the absence of the Branch Manager, responsible for conducting sales meetings, daily huddles, and training sessions to develop a culture of sales and revenue growth within the branch.
• Function as an in-branch expert in the various products and services offered; taking initiative to continually develop and grow personally and to support the growth and development of the entire team.
• Refer customers with dedicated/complex Commercial, Mortgage, Business Banking, or financial advisement to the appropriate business partners.
• Initiate and close qualifying loan applications in the branch (Home Equity).
• Leverage technology to promote, assist, and educate customer’s use of self service and remote channels, such as ATM, online banking and mobile banking.
• Drive technology adoption in all processes for greater efficiency.
• Maintain accurate and detailed logs of customer interactions, referral, communications, preferences, complaints, and other information in the CRM.
• Serve as a Brentwood Brand Ambassador at all times when engaging customers and ensure all branch employees are upholding the highest standards inside/outside the branch.
• Comply with all Federal/State banking regulations and local consumer protection laws governing loan origination including the SAFE Act and SAFE Act registration and renewal rules as defined by the bank, if applicable.
• Adhere to all bank operation, security, risk and regulatory related policies and procedures.
• Completes all required annual or job-specific training.
• Manage the overall operational activities of the branch by ensuring all tasks are performed by the team as outlined in the branch Operations Management Procedures.
• Responsible for implementing performance expectations set by the Branch Manager, training, mentoring, and coaching, to ensure team performance aligns with expectations.
• Partner with the Branch Manager and Retail Operations to ensure operational updates are consistently implemented.
• Work with the Branch Manager regarding recruitment and hiring processes as well as training needs for employees.

Benefits

• At Brentwood Bank, we know that great people make a great organization. We value our people and offer our employees a broad range of benefits to support wellness for individuals and families.
• Brentwood Bank is committed to a diverse, equitable, and inclusive culture that empowers our people contribute their unique ideas and perspectives to make a difference.
• Brentwood Bank creates a strong relationship within the communities we serve and will continue to contribute our time, talent, and financial support to improve the areas where we live and work.
• Here, you will work alongside company leaders and industry pioneers who have proven experience and are committed to continuous innovation.
• Employees feel valued in all aspects of their lives, including both their professional and personal aspirations.
• From entry-level employees to senior leaders, we believe there is always room to learn. We offer opportunities to build new skills, take on leadership opportunities, and grow connect through mentorship. From on-the-job training to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level