Banking Center Officer

Bay State Savings Bank•Worcester, MA

13d

About The Position

Under the guidance of the SVP – Market Manager, the Banking Center Officer leads, manages, and oversees the performance of an assigned branch. The role is accountable for business development, operational oversight, client relationships, and staff supervision, and for achieving individual and branch goals related to deposit and loan growth, revenue, client acquisition, operational efficiency, and service excellence. The position provides direct leadership to branch staff through coaching, training, performance management, and employee development. It ensures efficient daily branch operations, appropriate internal controls, and compliance with banking laws, regulations, and Bank policies and procedures. The officer develops business opportunities, strengthens client relationships, and represents the Bank in the community to support growth and market presence. The role is expected to model the Bank’s mission, culture, and core values while creating a positive experience for employees and clients.

Requirements

Excellent leadership skills.
Strong interpersonal skills to effectively sell the Bank’s products and services.
Ability to use discretion, resourcefulness, and persuasiveness to achieve objectives and results.
Proven ability to influence subordinates, customers, and the public while maintaining good relationships.
Strong knowledge of other Bank services and ability to refer customers and prospects to relevant business channels.
Ability to maintain knowledge of economic conditions, compliance issues, and other factors relevant to selling products and services.
Current knowledge of financial institution regulations and other job essentials.
Must be registered in good standing as a Mortgage Loan Originator (MLO) with the NMLS.
Three or more years of retail/sales management experience.
Three or more years of management and supervisory experience with progressively increasing responsibility.
Proven track record of achieving goals and leading sales teams to meet or exceed established goals.
Strong written and verbal communication skills.
Demonstrated ability to meet or exceed sales goals.
Outstanding sales and service orientation.

Nice To Haves

Bachelor’s degree preferred.
Minimum of three years of retail banking experience desirable.

Responsibilities

Provide direct leadership and oversight of branch staff, including daily supervision, coaching, training, performance management, and professional development.
Establish performance expectations and hold staff accountable for business development, client service, operational performance, and compliance goals.
Provide ongoing feedback, conduct performance evaluations, recognize accomplishments, and address performance concerns.
Foster a positive, collaborative, and accountable work environment aligned with the Bank’s mission and core values.
Identify training and development opportunities to strengthen employees’ banking knowledge, operational capabilities, sales effectiveness, and client relationship skills.
Oversee branch staffing, scheduling, and workload distribution to ensure appropriate coverage and service delivery.
Lead regular team meetings and communicate organizational initiatives, performance expectations, procedural changes, and business priorities.
Manage the branch’s overall performance and daily operations, ensuring efficient workflows and adherence to operational standards.
Meet or exceed individual and branch goals related to loan and deposit growth, revenue, referrals, budgets, operations, compliance, and client service.
Monitor branch performance, identify opportunities for improvement, and implement strategies to achieve goals.
Ensure compliance with Bank policies and procedures, security requirements, internal controls, and applicable banking laws and regulations.
Oversee branch cash management, transaction processing, account administration, and other operational activities.
Guide and support staff in resolving complex transactions, operational issues, and client concerns.
Coordinate with internal departments on operational matters, process improvements, and effective delivery of banking products and services.
Support internal audits, regulatory examinations, and operational reviews, and ensure timely resolution of findings and corrective actions.
Promote accountability, operational excellence, and risk awareness throughout the branch.
Develop and execute strategies for client acquisition, deposit and loan growth, revenue generation, and expanded client relationships.
Identify and prospect for new business through outside sales calls, networking, referrals, and community involvement.
Maintain strong client relationships, support retention, identify financial needs, and expand profitable relationships.
Identify appropriate cross-selling opportunities and refer clients to internal business partners.
Coach branch staff to identify client needs, recognize referral opportunities, and provide relationship-focused banking.
Monitor business development results and provide guidance and accountability toward production goals.
Resolve escalated client concerns and service issues professionally and promptly.
Collaborate with internal business partners to strengthen client relationships and support Bank growth objectives.
Build a professional community network to enhance the Bank’s visibility, referral relationships, and business opportunities.
Participate in community activities, professional organizations, and local events to promote the Bank and support market growth.
Represent Bay State Savings Bank and promote its commitment to relationship banking, community involvement, and exceptional client service.