Assistant Branch Manager - Latham

Arrow Bank NA • Town of Colonie, NY

9d • Onsite

About The Position

As the Assistant Branch Manager at our Latham office, you serve as a member of the branch leadership team, responsible for the daily oversight of operations and the achievement of branch service and sales goals. This role focuses on driving consistent performance through the coaching and development of the team, ensuring that the branch team effectively utilizes caring conversations to deliver exceptional customer experience. The Assistant Branch Manager manages complex daily workflows, maintains operational integrity and regulatory standards, and assumes full responsibility for branch management in the absence of the Branch Manager. While primarily focused on leadership and platform sales, this role provides high-level support to the teller line, as needed, to ensure seamless service delivery.

Requirements

• Associates degree or equivalent experience required
• 4 years of experience in banking, customer service, or retail sales required
• Ability to achieve NMLS certification and Signature Guarantee certification
• Proven track record of driving branch-wide sales performance by modeling consultative sales techniques and fostering a culture of caring conversations to meet and exceed growth goals
• Exceptional written and verbal communication skills, in English, with the ability to communicate confidentially, clearly, professionally, and confidently with customers, internal partners, management, and other stakeholders; bilingual is a plus
• Ability to facilitate team meetings, represent the branch at community events, and confidentiality articulate branch performance metrics and goals to branch team
• Demonstrated commitment to delivering high-quality customer service with a courteous, patient, and professional demeanor
• Excellent attention to detail, active listening skills, and advanced problem-solving skills with the ability to resolve complex customer escalations, manage conflict, and approve operational exceptions while thinking creatively to meet the needs of the customer and the Company
• Exceptional leadership and performance management skills; ability to proactively identify skill gaps and provide formal and informal coaching, mentorship, and accountability to ensure individual and team success
• Proven ability to manage multiple tasks simultaneously while remaining aware of surroundings and priorities
• Sound judgment, discretion, confidentiality, and a high level of integrity when handling sensitive employee relations and confidential customer information
• Proficiency in Microsoft Office applications (Word, Outlook, PowerPoint, Excel) and ability to effectively learn and utilize department specific systems and software

Nice To Haves

• 1 year of supervisory experience preferred

Responsibilities

• Processes transactions accurately and efficiently as assigned or required by branch volume; follows proper cash handling procedures; balances cash drawer and adheres to established cash limit, buying and selling currency from the vault
• Fields incoming customer service calls referencing knowledge of Company operations, products, services, and programs
• Answers account and banking related questions such as interest rates, service charges, and account histories while complying with disclosure requirements, regulations, and consumer privacy policies
• Prevents and detects fraud by identifying counterfeit currency and monetary instruments, including cashier’s checks, money orders, and domestic/international wire transfers, following customer identity verification, adhering to check cashing and dual-control procedures; ensures adherence to fraud prevention standards and regulatory requirements through diligent oversight, team education, and the implementation of internal audit controls
• Protects customer and Company resources by following security requirements such as executing branch opening and closing protocols ensuring branch safety; promotes a culture of security awareness by conducting regular team training, with Branch Manager, on branch safety protocols, ensuring compliance
• Opens and closes all types of customer accounts (e.g. checking, trust, business), takes loan applications, completes debit card disputes, completes domestic/international wire transfers, and orders debit cards as appropriate
• Drives branch growth and team-wide sales performance by leveraging caring conversations with customers to conduct in-depth needs assessments, proactively uncovering opportunities for products and services, and delivers referrals to internal business partners
• Manages, coaches, and counsels team, with the Branch Manager, to meet goals and achieve performance standards; encourages continuous improvement and career development through regular feedback and performance management
• Partners with the Branch Manager to develop and execute branch growth strategies and maintains a strong community presence
• Prepares and submits monthly branch reporting, as assigned, ensuring all logs, audits, and operations documents are completed accurately and in a timely manner
• Maintains up-to-date knowledge of and adheres to applicable Company policies and procedures, and federal regulations, such as the consumer protection laws governing loan origination

Benefits

• Competitive compensation including potential bonus and incentives as well as paid vacation, sick time, and holidays
• Medical, Dental, and Vision Insurance and Flexible Spending Plan
• Multiple retirement plans including: 401(k), Pension, and Employee Stock Ownership
• Education and Tuition Reimbursement
• Employee Assistance Program for our employees and their immediate family members

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree