Assistant Branch Manager I Norwood Branch

Rockland Trust Company

9d•Onsite

About The Position

Rockland Trust is hiring an Assistant Branch Manager to support the Branch Manager in overseeing daily branch operations, growing the business, and delivering exceptional customer service. The role helps create a positive, motivating team environment and a customer-centered retail setting where employees identify and provide team-based solutions for customers’ financial needs. The Assistant Branch Manager provides consultative, relationship-focused service in person, by phone, and through digital channels, while modeling the bank’s customer-service standards and values. The position works directly with the Branch Manager to coach and develop employees, manage sales and customer-experience performance, maintain operational integrity and regulatory controls, communicate policy changes, and support sales, lobby management, customer outreach, and reporting. The role also manages individual and team referral targets, resolves customer issues, supports compliance, promotes the bank’s products and digital self-service channels, coordinates staffing around customer demand, and supervises branch staff when the Branch Manager is absent. The Assistant Branch Manager represents Rockland Trust in the community and completes required training.

Requirements

Must be or become a Notary Public and NMLS certified.
Ability to generate sales enthusiasm and coach and mentor staff.
Proficiency in Microsoft Word and Excel and ability to operate a variety of office equipment.
Excellent verbal and written communication skills.
Consultative, team-oriented sales approach and outstanding customer-service skills.
Sound risk decision-making skills and strong operational proficiency.
Ability to provide constructive, positive feedback and manage performance.
Ability to meet compliance and audit requirements.
Professionalism, tact, and diplomacy.
Ability to work within normal office requirements, including long periods of standing and continuous customer support.
Willingness and ability to work a flexible week that may include weekends, as customer needs dictate.
Ability to serve as the bank’s representative in community activities.
Ability to complete required onboarding, job-specific, compliance, regulatory, operational, and continuing-education training within established timeframes.

Nice To Haves

College degree.
Two to four years of retail banking or equivalent experience.
Retail banking experience in a sales environment and strong supervisory experience.

Responsibilities

Work with the Branch Manager to train, motivate, develop, and coach employees.
Take responsibility for individual and branch sales and customer-experience performance.
Encourage branch participation in product promotions and other business opportunities.
Track and report branch performance.
Maintain branch operational integrity, controls, and compliance with regulatory requirements.
Communicate new or revised policies and procedures to branch staff.
Develop and implement sales programs and maintain a positive sales and service environment.
Develop and maintain effective lobby management and customer outreach efforts.
Maintain and use the Salesforce platform.
Manage individual and branch referral targets using a needs-based, consultative sales approach and online product recommendation guides.
Identify, report, and resolve customer issues proactively.
Ensure team compliance with bank policies and procedures by modeling core values and customer promises.
Maintain thorough knowledge of consumer, home lending, business, and cash management products and services, and serve as a product resource to others.
Demonstrate ATM, online banking, and mobile banking options to new and existing customers.
Use regional staffing and branch staffing models to coordinate customer demand and supervise proactive outreach, including outbound calls and external sales calls.
Meet or exceed sales and service expectations and mystery-shop requirements.
Maintain product knowledge through training and complete required training within established timeframes.
Represent Rockland Trust and establish community connections.
Supervise branch staff when the Branch Manager is absent.
Assume additional reporting duties and responsibilities as required.