BANKING CENTER MANAGER - AVP

Hawthorn Bank•Jefferson City, MO

About The Position

The Banking Center Manager oversees the general management of retail sales, customer service, and operations in the Bank’s Banking Centers. The role helps customers benefit from the Bank’s products and services and is accountable for customer-centric, needs-based sales. It supervises assigned staff and makes decisions within standard operating policies and procedures, using independent judgment and discretion as needed. Deviations from normal procedures or questions are referred to the Branch Operations Officer or Retail Sales Officer. The manager supports sales and customer experience, performs customer service, teller, safe deposit, certificate of deposit and IRA, branch opening and closing, cash management, ATM/ITM, audit, and administrative duties. The role leads assigned employees, resolves operational and customer issues, and ensures compliance with banking regulations, policies, and procedures. Work may be required before or after normal business hours, and occasional overnight travel may be required for training seminars, conferences, or workshops.

Requirements

A four-year bachelor’s degree from an accredited university or institution in business administration, accounting, finance, or a closely related field; prior work experience may substitute for the education requirement.
At least five years of experience as a Universal Banker or in similar work.
Prior sales experience.
At least two years of retail sales management experience, including directing and managing sales staff.
Notary Certification.
Valid driver’s license.
Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, and governmental regulations; write reports, business correspondence, and procedure manuals; and present information and respond to questions.
Excellent oral and written communication skills.
Ability to perform arithmetic operations and compute rates, ratios, and percentages, and to draw and interpret bar graphs.
Ability to solve practical problems, deal with concrete variables where limited standardization exists, and interpret written, oral, diagrammatic, or schedule-based instructions.
Excellent planning and organizational skills.
Ability to operate office and bank equipment, including a personal computer and printer, 10-key calculator, telephone, fax machine, copier, document scanner, check encoder, coin machine, currency counter, debit/credit card scanner, dolly, safe deposit timer, vault timer, television, and security system.
Basic PC knowledge, including Microsoft applications.
Ability to interact well with management and peers and work as a team player.
Ability to work before or after normal business hours.
Ability to meet the physical demands of the role, including occasionally lifting and/or moving up to 25–50 pounds.

Responsibilities

Know and understand the Bank’s products and services to meet customer needs.
Execute sales-standard management practices and implement sales promotions, games, and models to support customer-centric, needs-based sales.
Ensure the use and management of Synapsys and Customer Needs Assessments (CNAs), and ensure business development calls, CNAs, mailings, outbound calls, coaching, and customer situations are entered into Synapsys.
Ensure positive customer experiences, completion and documentation of customer onboarding and retention processes, and use of the Consumer Complaint/Comment process in Synapsys, including branch utilization and resolution.
Perform duties associated with the Customer Service Representative and teller positions.
Serve as a safe deposit clerk and perform safe deposit area functions in accordance with established policies and procedures.
Open, modify, and close CDs and IRAs; complete paperwork and data entry; issue receipts; and calculate and process disbursements, including principal, interest, penalties, and tax withholdings.
Open and close branches according to standard procedures; supervise assigned staff; ensure teller drawer and coin vault security; follow dual-control procedures; and perform administrative duties as assigned.
Balance ATM/ITM, prepare and verify currency, and resolve related problems.
Balance vault cash and the Teller cash recycler; maintain logs and bank slips; order and ship currency; buy, sell, verify, and bundle currency; open and close the vault; maintain security cameras; and conduct monthly cash and general ledger audits.
Make decisions regarding daily transactions, exercise discretionary authority, lead subordinates in daily work, troubleshoot and resolve problems, address unhappy customers professionally, assign tasks, and ensure completion by deadlines.
Perform duties associated with a Notary Public certification.
Comply with banking regulations, policies, and procedures.
Maintain education and professional expertise through job-related seminars, conferences, workshops, and involvement in professional, civic, and community groups in leadership positions.
Review technical bulletins and newsletters and distribute information to employees.
Directly supervise assigned employees and perform staff-management duties, including training, delegation, scheduling, timesheet review and approval, coaching, counseling, performance evaluations, staff meetings, salary and promotion recommendations, recruitment and hiring participation, progressive discipline, departmental decisions, leave approvals, and notification of mandatory training and bank meetings.
Interact with bank customers and their representatives, accountants, attorneys, individuals at other financial institutions, management, and peers.