Assistant Branch Retail Manager

SOUTHERN BANK•Kansas City, MO

1d•Onsite

About The Position

The Assistant Branch Retail Manager assists the Branch Retail Manager with outside sales initiatives, customer relationship growth and retention, deposit business development, and branch operational issues. The role also serves as a financial liaison to customers and supports a positive, high-quality customer experience. The position supports sales and service activities, including business development, account opening, cross-selling, educating customers about access channels, resolving customer concerns, and maintaining knowledge of bank products and regulatory requirements. It also assists with staff training, mentoring, coaching, performance evaluations, teamwork, branch security, and day-to-day branch management. The Assistant Branch Retail Manager acts as Branch Retail Manager when that manager is absent and may assist at other branches across Southern Bank’s footprint. Team members are expected to protect confidential customer information and secure information systems in compliance with bank regulations. The role requires reliable attendance and may involve overtime, nights, weekends, and holidays.

Requirements

Associate degree, or high school diploma and at least 3 years of bank or finance sales and customer service experience.
Excellent understanding of the Bank’s products and services.
Proficiency in business products such as Cash Management and Remote Deposit Capture.
Demonstrated positive and helpful attitude toward internal and external customers.
Good interpersonal communication skills, including the ability to communicate effectively, understand procedures, and speak clearly with customers, employees, and supervisors.
Good computer skills.
Excellent customer service skills.
Ability to maintain reliable attendance and work a schedule that may include overtime, nights, weekends, and holidays.

Responsibilities

Assist the Branch Retail Manager in acquiring, expanding, and retaining customer relationships, including participating in business calls.
Take ownership of the customer experience by opening accounts, conveying relevant products, resolving service issues, and following up as appropriate.
Develop new customer relationships and retain or expand existing relationships by listening for customer opportunities and using cross-selling fundamentals to support personal and branch goals.
Educate customers on available access channels and support sales efforts to enhance and retain the retail customer base.
Participate in business development through phone outreach, community events or groups, and meetings with local businesses.
Resolve difficult customer situations effectively and provide friendly service that supports customer satisfaction.
Prepare and compile complex new-customer data for accounts, including commercial and business checking, individual and retirement accounts, trusts, estates, IOLTA accounts, and representative payees.
Maintain proficiency in bank products and services, including internet banking, bill pay, mobile banking, mobile deposits, and Card Valet.
Maintain knowledge of applicable regulatory requirements, including Bank Secrecy Act, Regulation CC, Regulation E, customer privacy, and information security.
Maintain trustworthiness, professionalism, confidentiality, and honesty in dealings with internal and external customers.
Assist, train, and mentor branch retail staff, including training on new initiatives, marketing, and products in coordination with the Regional Operations Coordinator and Branch Retail Manager.
Observe employees and provide ongoing formal and informal coaching to develop sales practices and customer service.
Assist the Branch Retail Manager in promoting teamwork through huddles, branch communications, and meetings.
Assist with completing and delivering employee performance evaluations.
Act as Branch Retail Manager in that manager’s absence.
Look for opportunities to improve branch profitability and deposit growth.
Help motivate employees by incorporating the Bank’s Patch and branch goals into communications and recognizing staff contributions.
Assist with branch security oversight and training.
Maintain knowledge of procedures for ATM/ITM settlement, night depository, vault cash, safe deposit, opening and closing, ordering cash, and preparing cash for shipment and receiving cash shipments.
Maintain reliable attendance and work a schedule that may include overtime, nights, weekends, and holidays.
Assist at various branches across Southern Bank’s footprint when asked.
Perform other duties as assigned.
Protect confidential customer non-public personal information and secure information systems in accordance with bank regulations.