Assistant Branch Manager

West Michigan Community Bank•Grand Rapids, MI

13d•Onsite

About The Position

At WMCB, the Assistant Branch Manager delivers and leads the team in delivering exceptional customer service while ensuring accurate and efficient transaction processing, account opening, and account servicing. The role supports and oversees daily branch operations, internal sales and referral activities, and the supervision, development, and performance of branch staff. The Assistant Branch Manager maintains strong knowledge of bank policies, procedures, products, services, and processing systems; supports accurate account opening and maintenance; manages sales and referral reporting; helps resolve operational issues; and assists the Branch Manager with managing the branch book of business. The role also leads staff training and development, supports community involvement, and models the Bank’s Core Values while ensuring compliance with required regulations and internal policies. This is an on-site, full-time position. The employee must be willing and able to travel to all branch locations. The position requires a high school diploma or equivalent and at least 2–3 years of banking experience, including customer service and leadership responsibilities.

Requirements

High school diploma or equivalent.
Minimum of 2–3 years of banking experience, including customer service and leadership responsibilities.
Leadership and team development abilities.
Exceptional oral and written communication skills.
Strong customer service, problem-solving, and analytical skills.
Attention to detail and accuracy.
Sales and referral identification skills.
Ability to work as a team with other staff members.
Willingness and ability to travel to all branch locations.
Ability to perform the stated physical demands, with reasonable accommodations where applicable.

Responsibilities

Provide and lead the team in hospitable, responsive, and professional customer service across in-person, phone, and electronic interactions.
Assist customers with basic and complex account questions and issues, resolve problems, prevent dissatisfaction, and refer escalated issues to the Branch Manager.
Maintain and lead staff compliance with bank policies and procedures and maintain strong knowledge of bank processing systems.
Ensure accurate account opening and maintenance, including required documentation, customer due diligence, and second reviews.
Maintain knowledge of specialty account types, including Trust, Health Savings Accounts, IRAs, and Business accounts, and their documentation requirements.
Manage reporting and tracking of sales and referrals.
Lead problem solving to support smooth daily branch operations, including employee, technology, furniture, and equipment issues, escalating when needed.
Maintain knowledge of bank products and services and hold the branch team accountable for the product knowledge needed to serve customers effectively.
Lead the team in identifying customer needs and making appropriate product and service recommendations.
Maintain NMLS licensing, process consumer loan applications, and exercise assigned underwriting authority.
Make and lead appropriate referrals to retail lending, commercial lending, treasury management, and wealth services.
Assist the Branch Manager with managing the branch book of business through outbound customer communication and preparation of personal and business account reviews.
Lead the training and development of branch employees using internal and external tools and resources.
Respectfully advocate for customers, branch and bank employees, and the bank.
Assist the Branch Manager with community involvement by organizing, managing, participating in, and leading team engagement in community events.
Develop trust and influence across all levels and foster a collaborative culture.
Demonstrate professionalism and model and uphold the Bank’s Core Values.
Complete required annual training and follow federal and state regulations and related internal policies and procedures.
Understand and follow the Bank’s BSA/AML Program and ensure supervised staff understand applicable regulatory and internal compliance responsibilities.