ASSISTANT BRANCH MANAGER

Baycoast Bank•Fall River, MA

About The Position

Under the oversight of the Regional Manager and the direction of the Branch Manager, the Assistant Branch Manager is responsible for the overall management of the Branch Office, in the absence of the Branch Manager. The ABM is at the forefront of customer interactions as part of a branch-based team that provides high quality service that earns the long-term loyalty of our customers. Leverages communication skills and banking knowledge to engage with customers. Understand customers’ needs, which will provide financial solutions and advice to resolve issues and help customers achieve their financial goals. Ensures the office’s compliance with operating policies and procedures and outside regulatory requirements; directly supervising assigned personnel; communicating with appropriate management and staff. Demonstrates a willingness to do more than is required or expected by embracing the Bank’s mission statement and core values, which will improve results and morale as well as create new opportunities. NOTE: This position can be a Float Universal Banker which has same requirements but functions under the direction of a Regional Manager supporting various locations as needed.

Requirements

Relationship development management experience.
Demonstrated ability to lead, motivate, and develop staff.
Proven ability to meet/exceed team and individual goals.
Good interpersonal and communication skills.
Customer service experience.
Supervisory experience.
Loan origination experience.
Maintains a current registration with the Nationwide Multistate Licensing System (NMLS).
Knowledge of bank products and services.
Positive and helpful attitude.
Personal transportation required for security purposes.

Nice To Haves

Bilingual: Spanish/Portuguese a plus

Responsibilities

Be the face of BayCoast Bank, presenting a professional, friendly, and helpful appearance with every interaction
Effectively engages with customer inquiries in a courteous and efficient manner
Accurately processes various customer transactions.
Leverage problem-solving and strong communication skills to resolve customer issues. Displays willingness to make decisions and exhibits sound and accurate judgement as well as including appropriate individuals in the decision-making process.
The Assistant Branch Manager is responsible for assisting in the administration and efficient daily operation of a full-service Branch office, including operations, lending, relationship development, customer service, and security and safety in accordance with the Bank’s objectives.
Assists in developing new deposit and loan business, providing a superior level of customer relations, and promoting relationship development and service culture through coaching, guidance, and staff motivation.
Responsible for achieving individual and branch relationship development goals through new business development, referrals, and retention of account relationships.
This position provides leadership training and supervision, supervising day-to-day operations of the branch.
Expected to participate in community activities to increase the Bank’s visibility and to enhance new and existing business opportunities.
This individual must maintain a thorough knowledge of all Bank products, services, policies, regulations, and branch systems.
Assists Manager with making business calls to attract new business as well as enhancing ongoing relationships with existing customers, reviewing customer issues as needed.
Assists in the management of the Branch office in order to meet the financial service needs of customers in the assigned community market area.
Assists the Branch Manager in establishing growth, relationship development and profit objectives for the office; providing input as to these objectives and to the manner in which performance will be measured and controlled.
Interacts with other Bank Officers to further expand customer relationships and develop new contacts. Promotes a desire to help or serve both internal and external customers, to understand and meet their needs.
Serves as an active member of the office team opening deposit accounts, taking loan applications, problem solving and providing Solutions to customers.
Helps to develop and cultivate business contacts in the community:
Seeking out and developing new business opportunities by doing proactive business development
Maintains an active, visible role in community organizations
Actively builds a solid network within and outside the company and values relationships highly.
Recognizes and acts upon opportunities to build relationships by helping others connect with others, offering information, sharing resources, etc. within the community.
Promotes staff involvement in community activities
Develops training and coaches’ staff in success of new initiatives and develops contests in their Branch to encourage teamwork and relationship development to achieve growth goals.
Embraces the Bank’s commitment to Solutions by seeking and recognizing opportunities to refer our customers and new business to different areas of the Bank, BayCoast Insurance, BayCoast Financial Services, Plimoth Investment Advisors, Teamwork Funding, Priority Funding, and BayCoast Mortgage.
Behavior and performance align with the guiding principles and purpose that define the organization’s mission (To provide exceptional service and solutions for our community), and core values (Take pride in what I do; Believe that what I do is important; Care about people; Have a positive attitude).
Use Salesforce to track identified tasks, leads, and opportunities. Strongly encouraged to utilize and track referrals through Solutions to ensure proper credit and recognition.
Seeks and promotes opportunities to provide Merchant Services and Elan credit card products to customers.
Responsible for ensuring that all branch staff are adequately trained with respect to product knowledge, Customer Centric service standards and selling techniques, identifying weaknesses and strengths, and working with the Branch Manager to motivate, coach and develop for improvement or continued development of identified strengths.
Directly supervises assigned personnel as follows:
Make provisions for the proper orientation and training of new personnel. Assists in the review of employee performance throughout the probationary period.
Prepares the weekly staffing schedule for the Manager approval to ensure proper staffing levels to meet customer needs. Willingness to work within a flexible work week as customers’ needs dictate.
Approves time and attendance records.
Keeps informed of pertinent policies and procedures affecting the office and/or the staff; supports an atmosphere in which communication from employees is encouraged.
Administers personnel policies and procedures as established by the institution.
An exemplary listener who is open to collaboration and cooperation between colleagues who share responsibility. Exhibits confidence in self and others; inspires and motivates others to perform well. Effectively influences actions and opinions of others; accepts feedback from others. Gives appropriate recognition to others.
Use customer knowledge to coach and develop staff on how to optimize service delivery. Helps customers better articulate their needs; is skilled at handling unique or complex customer requests, issues, or needs.
Creates a branch environment that is highly personal, distinctive, interactive, and satisfying for customers and teaches others to do the same. Meets with front line staff on a regular basis to discuss how to be more supportive of their efforts with customers.
Coaches each staff member to provide exceptional service by completing monthly Observations and establishing action plans.
Assist the Branch Manager in working with each staff member on established individual goals and action plans. Coaches staff to help them develop their skills and achieve their goals and assist in the development of career path development plans.
With the Manager’s oversight, prepares the yearly performance evaluations and assists with the implementation of development/corrective action plans.
Resolves personnel problems in the absence of the Branch Manager.
Makes certain that all office operations are performed in accordance with established Bank policies and procedures, either directly or through appropriate supervisor, i.e., end-of-day settlement, control of vault cash, etc.; makes recommendations for changes/improvements as appropriate.
Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the Bank’s compliance with all regulatory requirements and ensures that the office and all personnel adhere to the same.
Provides the proper security, maintenance, and appearance of the office. Supervises the opening and closing of the building and the vault, making necessary provisions for the securing of all documents containing customer information.
Maintains the Teller Over and Short reporting including the completion of Counseling Notices for staff while adhering to the Settlement Standard guidelines. Assists in the review of employee performance throughout this performance period.
Maintains current knowledge of Federal and State regulations pertinent to the branch office operations.
Supports a working knowledge of the Bank’s lending and credit policies and answers customer questions as appropriate; takes loan applications.
Communicates with other Bank departments to assist in answering questions and resolving issues.
Analyzes what went wrong when deadlines are missed, or the numbers fall short. Develops fully actionable plans that successfully respond to identified issues. Coordinates team effort and action to meet plans. Creates thorough implementation plans that include back-end checks for quality and accuracy.
Demonstrates a collaborative problem-solving style. Analyzes business and service problems from a systematic perspective; seeks long term solutions that will fix the problem, rather than just surface issues.
Is resourceful; knows how to “do-more-with-less” and is creative about finding ways to meet targets when challenged.
Implement strategies to achieve goals set for the Branch. Adheres to budget parameters.
Communicates with their Branch Manager, Regional Manager, Senior Vice President of Community Banking, Community Banking Officer, and appropriate staff in order to integrate goals and activities.
Attends all required trainings/meetings as assigned or scheduled.
Promotes and represents the Bank through involvement in community organizations.
Demonstrates complete knowledge of Customer Service Associate (teller) transactions and performs Customer Service Associate (teller) transactions & other duties as needed.
Assumes additional responsibilities as requested.