Assistant Branch Manager I Lexington Branch

Rockland Trust Company•Lexington, MA

About The Position

As an Assistant Branch Manager at Rockland Trust, you play a pivotal role in supporting the Branch Manager in overseeing daily operations, driving business growth, and ensuring exceptional customer service. Each day, you create a positive and motivating team environment to help staff meet branch goals and objectives and cultivate a customer-centric retail environment focused on identifying and providing team-based solutions for customer financial needs. With a consultative, team-oriented sales personality and outstanding personal customer skills, you take responsibility for ensuring that every customer receives a consistent World Class Customer Experience with every branch staff interaction whether in person, over the phone, or through digital channels. You are a leader in the branch, personally executing a high level of customer service and modeling these behaviors to the staff. What You’ll Do: Work in direct collaboration with the Branch Manager to: Train, motivate, develop, and coach employees. Accept responsibility for individual and overall branch sales, and customer experience performance. Nourish branch enthusiasm for participating in product promotion and other areas of opportunity. Track and report branch performance. Maintain the operational integrity of the branch. Ensure proper controls are maintained over all branch operational processes and regulatory requirements. Communicate new and/or changed 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 utilize Salesforce platform. Manage referral targets on both an individual basis as well as for the branch team, leveraging a needs-based, consultative sales approach and online produce recommendation guides. Proactively identify, report, and resolve customer issues to ensure a positive customer experience. Ensure team compliance with RTC policies and procedures by leading by example, demonstrating our RTC core values and delivery on our customer promises. Maintain a thorough knowledge of all products and services provided by the bank including Consumer Products, Home Lending, Business and Cash Management alternatives; act as a resource to others in product knowledge. Actively demonstrate technology and self-service channels with new and existing customers promoting ATM, online banking, and mobile banking alternatives. Understand and utilize Regional Based Staffing and branch staffing models to coordinate in-branch customer demand while facilitating and supervising proactive outreach such as outbound calling and external sales calls. Consistently meet or exceed sales and service expectations by effectively leveraging RTC needs-based product recommendations; consistently meet or exceed requirements on mystery shops. Show initiative in maintaining a solid foundation of product knowledge by taking advantage of trainings as they are offered and completing required trainings within the timeframes provided. Represent Rockland Trust by establishing meaningful roots in the communities it serves. Supervise branch staff in the absence of the Branch Manager. Assume responsibility for additional reporting duties and responsibilities as required.

Requirements

Must be or become a Notary Public and NMLS certified.
Ability to generate sales excitement and act as a coach and mentor to the staff.
Proficient in Microsoft Word and Excel with ability to operate a variety of office equipment.
Excellent verbal and written communication skills.
Consultative, team-oriented sales personality with outstanding customer service skills.
Sound risk decision-making skills and strong operational proficiency.
Supervisory abilities to provide constructive and positive feedback, and manage performance.
Ability to meet compliance and audit requirements.
High degree of professionalism and ability to demonstrate tact and diplomacy when needed.
Ability to work within normal office requirements, with long periods of standing and continuous customer support.
Willingness and ability to work within a flexible work week, which may include weekends, as customer needs dictate.
Serves as the bank representative in community activities
Ability to successfully complete our training program

Nice To Haves

College degree and two to four years of retail banking or equivalent experience preferred.
The ideal candidate should possess Retail Banking experience in a sales environment with strong supervisory experience.

Responsibilities

Work in direct collaboration with the Branch Manager to:
Train, motivate, develop, and coach employees.
Accept responsibility for individual and overall branch sales, and customer experience performance.
Nourish branch enthusiasm for participating in product promotion and other areas of opportunity.
Track and report branch performance.
Maintain the operational integrity of the branch.
Ensure proper controls are maintained over all branch operational processes and regulatory requirements.
Communicate new and/or changed 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 utilize Salesforce platform.
Manage referral targets on both an individual basis as well as for the branch team, leveraging a needs-based, consultative sales approach and online produce recommendation guides.
Proactively identify, report, and resolve customer issues to ensure a positive customer experience.
Ensure team compliance with RTC policies and procedures by leading by example, demonstrating our RTC core values and delivery on our customer promises.
Maintain a thorough knowledge of all products and services provided by the bank including Consumer Products, Home Lending, Business and Cash Management alternatives; act as a resource to others in product knowledge.
Actively demonstrate technology and self-service channels with new and existing customers promoting ATM, online banking, and mobile banking alternatives.
Understand and utilize Regional Based Staffing and branch staffing models to coordinate in-branch customer demand while facilitating and supervising proactive outreach such as outbound calling and external sales calls.
Consistently meet or exceed sales and service expectations by effectively leveraging RTC needs-based product recommendations; consistently meet or exceed requirements on mystery shops.
Show initiative in maintaining a solid foundation of product knowledge by taking advantage of trainings as they are offered and completing required trainings within the timeframes provided.
Represent Rockland Trust by establishing meaningful roots in the communities it serves.
Supervise branch staff in the absence of the Branch Manager.
Assume responsibility for additional reporting duties and responsibilities as required.