Assistant Branch Manager I Norwood Branch

Rockland Trust•Norwood, MA

10d•$28 - $31

About The Position

The Assistant Branch Manager supports the Branch Manager in overseeing daily branch operations, driving business growth, and delivering exceptional customer service. The role helps create a positive, motivating team environment and a customer-centric retail setting where staff identify and provide team-based solutions for customers’ financial needs. The Assistant Branch Manager models a consistent World Class Customer Experience across in-person, phone, and digital interactions. In collaboration with the Branch Manager, this position helps train, coach, and develop employees; supports branch sales and service performance; maintains operational integrity and regulatory controls; communicates policy and procedure changes; and develops sales, lobby management, and customer outreach efforts. The Assistant Branch Manager also manages individual and team referral targets, promotes bank products and digital self-service channels, resolves customer issues, and maintains product knowledge. The role supervises branch staff when the Branch Manager is absent and represents the bank in community activities. The position requires becoming or being a Notary Public and NMLS certified. A college degree and two to four years of retail banking or equivalent experience are preferred. The work may include weekends, depending on customer needs, and involves extended standing and continuous customer support.

Requirements

Must be or become a Notary Public and NMLS certified.
Ability to generate sales excitement 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 personality and outstanding customer service skills.
Sound risk decision-making skills and strong operational proficiency.
Supervisory abilities, including providing constructive and positive feedback and managing performance.
Ability to meet compliance and audit requirements.
High degree of 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 work week that may include weekends, as customer needs dictate.
Ability to successfully complete required onboarding, job-specific, compliance, regulatory, operational, and continuing education training programs 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

Train, motivate, develop, and coach branch employees in collaboration with the Branch Manager.
Accept responsibility for individual and overall 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 and ensure appropriate controls over operational processes and regulatory requirements.
Communicate new 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 use the Salesforce platform.
Manage individual and branch-team referral targets using a needs-based, consultative sales approach and online product recommendation guides.
Proactively identify, report, and resolve customer issues.
Lead by example to ensure team compliance with bank policies and procedures and demonstrate the bank’s core values and customer promises.
Maintain thorough knowledge of consumer products, home lending, business services, and cash management alternatives, and serve as a product knowledge resource to others.
Demonstrate ATM, online banking, and mobile banking options to new and existing customers.
Use regional-based staffing and branch staffing models to coordinate customer demand and facilitate proactive outreach, including outbound calls and external sales calls.
Meet or exceed sales and service expectations using needs-based product recommendations and meet or exceed mystery shop requirements.
Maintain product knowledge by participating in offered training and completing required training on time.
Represent Rockland Trust and establish meaningful ties in the communities it serves.
Supervise branch staff in the Branch Manager’s absence.
Assume additional reporting duties and responsibilities as required.
Serve as the bank’s representative in community activities.