AVP, Branch Manager

MutualOne Bank•Framingham, MA

About The Position

The AVP, Branch Manager administers and oversees the efficient daily operation of a branch office, including operations, product sales, customer service, security, and safety in accordance with the Bank’s objectives. The role develops deposit and loan business and promotes a strong service culture by leading, coaching, training, guiding, and motivating staff. The manager oversees Personal Banker and Senior Personal Banker functions and customer service duties, and must be familiar with IRA services and banking products and services. The position manages branch operations and staff, supports multiple branch locations as needed, provides customer and electronic banking support, and develops relationships with existing and prospective customers. It promotes business development through networking, referrals, community involvement, calling efforts, and collaboration with businesses. The role also leads consumer-loan origination within the branch, supports loan closings, advises customers on banking and lending products, and ensures activities comply with Bank policies and regulatory requirements. The AVP, Branch Manager reports to the VP, Branch and IRA Administrator and supervises all Branch Support Staff. The position is classified as exempt. Other related or unrelated duties may be assigned as needed.

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.
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 to be sensitive to Bank needs, customer and employee goodwill, and the Bank’s public image.
Proven success in customer service and developing strong customer relationships.
Knowledge of banking services, including consumer and business lending and credit administration.
Ability to work in a fast-paced environment and make sound decisions, including on-the-spot transaction decisions that balance customer satisfaction with Bank exposure to loss or fraud.
Detail orientation, strong organizational skills, and a high degree of accuracy.
Ability to work independently.

Responsibilities

Manage overall branch office operations, including operations, product sales, customer service, security, and safety.
Maintain knowledge of and adhere to Bank policies and procedures regarding branch operations and human resources.
Support multiple branch locations as needed.
Manage, coach, motivate, train, and develop branch staff; hold branch meetings and regular individual coaching sessions.
Write and conduct employee performance reviews, communicate relevant information to staff, and ensure their understanding.
Provide customer services including opening new accounts, explaining products and services, and gathering 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, including soliciting new commercial relationships and coordinating community outreach activities.
Develop and maintain relationships with existing and prospective customers to identify deposit, lending, and other financial-service opportunities.
Generate new business through networking, referrals, community involvement, calling efforts, and relationship-building activities.
Collaborate with existing businesses to uncover 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 a higher authority when required by Bank policy.
Monitor risk and follow appropriate security precautions.
Provide comprehensive electronic banking support to customers.
Advise customers on additional products and services, including IRAs, business services, consumer lending, and safe deposit services.
Lead consumer-loan origination within the branch, including lead intake, application processing, and handoff to underwriting and closing teams.
Maintain registration and comply with requirements under 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 applicable policies.
Educate customers and prospects about appropriate loan products based on their financial needs, goals, and circumstances.
Identify lending opportunities through customer conversations, relationship reviews, referrals, and community outreach, while aligning recommendations with Bank policies and customer needs.
Coordinate and facilitate the closing of approved consumer, residential, home equity, and small business loans.
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 borrower obligations, 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 and 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 requested.
Serve and notarize documents for MutualOne customers.
Perform other duties as assigned.