Branch Experience Manager

Unity Bank•Red Lake Falls, MN

3d•$60,000 - $72,000•Hybrid

About The Position

At Unity Bank, our culture is built on our core values: clarity, integrity, connection, and responsibility. We believe in meaningful work, open collaboration, and authentic relationships. Here, every employee takes pride in their role, empowered to make a difference—for our clients, our communities, and each other. We listen. We care. We connect. We choose to do the right thing. We are responsible for our work. Every conversation matters, and every solution is crafted with integrity, and clear sound decisions. Together, we create the best experience for our clients, our work environment, and our communities. Position Summary: The Branch Experience Manager is responsible for creating and maintaining an environment that provides a high quality, consistent, and personalized customer experience by partnering with Bankers in their branch(es) to provide coaching, hands on support, and build confidence in their responsibilities. The Branch Experience Manager partners with community members and organizations, leading community development efforts and recognizing opportunities for businesses development and growth. This position will be overseeing Red Lake Falls, MN and Mentor, MN Unity Bank branch locations.

Requirements

Minimum of three (3) years banking experience required.
Bachelor’s degree in Business Administration or a related field, or equivalent working experience preferred
Previous people leadership/management experience preferred.
All employees of Unity Bank are required to comply with these standards and practices.
Employees will be responsible for participation in training sessions for these regulatory compliance requirements.

Responsibilities

Provide direction, resources, and direct assistance to retail banking teams, promoting their success and cultivating a customer-focused culture that upholds high service standards and a positive workplace atmosphere.
Supervise daily branch activities, ensuring compliance with all policies, procedures, and regulatory requirements.
Track and manage performance indicators such as sales goals, quality of service, and operational effectiveness.
Collaborate with Learning and Development to design and implement training programs for customer support teams and branch staff, enhancing product knowledge, deposit-related controls, compliance requirements, communication skills, and problem-solving abilities—thereby fostering confidence, accountability, and improved customer experiences.
Coordinate with branch personnel to ensure training opportunities are effectively scheduled.
Oversee branch staff training on security issues, including procedures related to robbery, fraud, and weather emergencies.
Provide coaching, guidance, and mentorship to branch staff to support professional growth and maintain consistently high performance.
Lead regular team meetings to communicate objectives, celebrate achievements, and address challenges.
Oversee and enhance support resources to deliver timely and effective solutions to customer inquiries and issues.
Demonstrate exemplary customer service standards by assisting staff with complex or escalated concerns.
Maintain thorough knowledge of retail operations and procedures and provide direct branch support as required.
Cultivate a customer-centric environment by ensuring each interaction is constructive and solution-driven.
Respond proactively to customer feedback, efficiently resolve issues, and implement improvements to elevate the overall branch experience.
Advise customers on bank products and services, identifying opportunities to build relationships and meet their financial objectives.
Provide assistance at the teller line during peak periods or as needed to ensure prompt and accurate service, facilitate account openings and loan applications, and offer expert guidance on available banking solutions.
Build and maintain community relationships and represent the Bank by participating and leading community events that enhance the Bank’s presence and promote community engagement.
Support local communities through volunteer activities and sponsorships and identify opportunities to promote financial literacy, like networking, parades, fairs, and school partnerships within the community.
Promote and encourage staff participation in community events and encourage and support volunteer opportunities.
Ensure regulatory compliance, risk management, and branch security.
Complete audits, reviews, and reports promptly and accurately.
Oversee branch controls and audit requirements, ensuring staff understand their importance.
Monitor quality control metrics to identify trends and support banker development.
Adhere to all regulatory, privacy, industry, and internal policies.
Understand and facilitate the procurement of branch supplies and physical resources needed.
Make recommendations and obtain quotes for services, repairs, and maintenance that best use company resources.
Work with facilities on maintenance and repair of buildings, grounds, and equipment to ensure a safe and functional environment for employees and customers.