AVP, Branch Manager

MutualOne Bank•Framingham, MA

6d•$77,019 - $161,350•Onsite

About The Position

The AVP, Branch Manager administers and oversees the efficient daily operation of the branch, including sales, customer service, safety, and security, in accordance with the Bank’s objectives. The role develops deposit and loan business, delivers a high level of customer service, and promotes the Bank’s service culture through coaching, guidance, and staff motivation. It provides leadership, training, and supervision for branch staff and requires familiarity with IRA services and banking products and services. The manager oversees branch operations and staff, supports multiple branch locations as needed, and ensures adherence to Bank policies, procedures, and applicable regulations. The role provides customer service and electronic banking support, opens and services consumer and business accounts, and advises customers on banking, IRA, business, consumer lending, and safe deposit offerings. It also develops customer and community relationships, identifies business and lending opportunities, and manages consumer and mortgage loan origination and closing activities within established policies and procedures. The position works with Retail Banking leadership and other departments on training and projects, represents the Retail Department in meetings as needed, and supports management staff. The role requires sound judgment, strong customer and employee relations, attention to detail, and the ability to make decisions in a fast-paced banking environment.

Requirements

Bachelor’s degree or equivalent banking experience.
Five years of bank management experience.
Experience coaching and mentoring employees.
Extensive background in financial institution operating policies and procedures, banking regulations, and employee development.
Proven organizational, customer service, and supervisory skills.
Strong communication, analytical, problem-solving, and decision-making skills for resolving complex customer and employee issues.
Excellent interpersonal and customer service skills, attentiveness, information retention, tact, and diplomacy when dealing with customers and employees.
Strong supervisory and leadership skills to manage, motivate, and develop branch employees.
Ability to relate to individuals at all levels and respond sensitively to Bank needs, customer and employee goodwill, and the public image.
Proven success in customer service and developing strong customer relationships.
Knowledge of banking services, including consumer services, business lending, and credit administration.
Ability to work in a fast-paced environment and make sound decisions, including on-the-spot decisions concerning customer transactions and balancing customer satisfaction with Bank exposure to loss or fraud.
Detail-oriented, with strong organizational skills and a high degree of accuracy.
Ability to work independently.
Maintain registration and meet requirements under the S.A.F.E. Act.
Ability to perform essential functions with reasonable accommodation if needed.

Responsibilities

Manage overall branch office operations and maintain adherence to Bank policies and procedures regarding branch operations and human resources.
Support multiple branch locations as needed.
Coach and monitor staff through branch meetings and scheduled individual coaching sessions; write and conduct performance reviews.
Communicate appropriate information to staff and ensure understanding.
Provide customer service, open new accounts, explain bank products and services, and gather information to process new and existing accounts.
Open and service consumer and business accounts by verifying documentation, completing KYC and compliance checks, onboarding clients, and meeting quality and regulatory requirements.
Identify business development opportunities, solicit new commercial relationships, and coordinate community outreach activities.
Develop and maintain relationships with existing and prospective customers to identify deposit, lending, and other financial service opportunities.
Cultivate new business through networking, referrals, community engagement, outbound outreach, and relationship development.
Work with existing businesses to identify financial needs and deepen relationships.
Create and maintain a sales culture that achieves goals and fosters teamwork.
Work within assigned authority levels and refer matters to higher authority when necessary or required by Bank policy.
Monitor risk and follow appropriate security precautions.
Provide comprehensive electronic banking support to customers.
Advise customers on additional offerings, including IRAs, business services, consumer lending, and safe deposit services.
Lead consumer and mortgage loan origination from lead intake and application processing through handoff to underwriting and closing teams.
Maintain registration and comply with requirements of the Secure and Fair Enforcement for Mortgage Licensing Act (S.A.F.E. Act).
Maintain knowledge of consumer, residential, home equity, small business, and commercial loan products, including eligibility, pricing, terms, documentation, and policies.
Educate customers and prospects about loan products suited to their needs, goals, and circumstances, providing clear and accurate information.
Identify lending opportunities through customer conversations, relationship reviews, referrals, and community outreach while ensuring recommendations align with Bank policies and customer needs.
Coordinate and facilitate closings for approved consumer, residential, home equity, and small business loans in accordance with Bank policies and procedures.
Review final loan documentation for accuracy, completeness, and compliance with approval terms before closing and funding.
Explain closing documents, loan terms, repayment requirements, fees, and other obligations to borrowers, and obtain required signatures and documentation.
Participate in local business associations, chambers of commerce, community events, and other organizations to increase the Bank’s visibility and strengthen community relationships.
Counsel employees when needed.
Coordinate training with the VP, Branch and IRA Administrator, and AVP, Learning and Development Administrator.
Work with the VP, Director of Retail Banking and Business Development, and VP, Branch and IRA Administrator, on retail projects.
Support management staff as needed and represent the Retail Department in other department meetings when needed.