Branch Manager

TruNorth Bank•Lancaster, MA

3d•$70,000 - $100,000•Onsite

About The Position

The Branch Manager is responsible for performing any functions necessary within the scope of authority and expertise to provide the highest levels of customer service and responsiveness. This includes superior service quality, lending, leadership and people management, operations, and compliance. The role involves interviewing and taking applications for consumer and home equity loans, referring mortgages, and maintaining knowledge of products, regulations, and processes. Leadership responsibilities include participating in hiring, coaching the branch team, developing performance plans, meeting goals, conducting evaluations, fostering a positive work environment, and acting as a role model. Operational duties include ensuring compliance with laws and policies, assisting with audits, overseeing security, managing branch risk, and adhering to BSA procedures. The position also requires protecting customer information and adhering to cybersecurity best practices. Additionally, the Bank encourages participation in community development service and CRA qualified volunteerism.

Requirements

Maintain an understanding of the HFG mission statement and core values.
Flexibility in scheduling is a must. May be required to work Saturdays and extended hours.
Travel may be required.
Ability to stand for long periods of time.
Ability to lift up to 50 lbs.
Strong communication skills, both written and oral.
Excellent customer service skills.
Ability to use computer systems and office equipment.
Adhere to the Bank’s dress code policy as found in the HFG employee handbook.
Undergraduate degree or similar course work/training.
5-7 years customer service experience/sales experience.
5-7 years supervisory experience. Must have demonstrated success in leading, coaching, managing, and motivating others.
Leadership ability.
Strong customer service skills.
Knowledge of sales and relationship building skills.
Coaching skills.
Working knowledge of computer and processing skills.
Ability to learn all software systems that support branch transaction processing.
Awareness of business, investment products, mortgages, and lending services.
Ability to develop and utilize teller skills to provide staffing flexibility as required.
Ability to work with a diverse work force and customer base.
Strong commitment to achieving personal growth and success.
Excellent verbal and written communication skills.
Excellent organizational skills.
Understanding of the Bank’s goals, strategies, and the roles of key business partners.
Ability to work independently and have strong decision making skills.
Writing and delivering performance evaluations.
Coaching – facilitating the development of other’s knowledge and skills; providing timely feedback and guidance to help the team reach both individual and team goals.
Team Building – actively participating as a member of the team to move the team toward the completion of goals. One who concentrates efforts on the betterment of the team rather than themselves.
Communication Skills – verbal, written, formal, informal, interpersonal, and active listening.
Relationship Building – strong interpersonal skills, credibility.
Customer Service Orientation – making customers and their needs the primary focus of one’s actions; developing and sustaining productive customer relationships.
Integrity – maintaining social, ethical, and organizational norms, firmly adhering to the codes of conduct and ethical principles.
Detail Oriented – knowing and adhering to all pertinent policies, procedures, and communication; effective follow-through and reinforcement.

Nice To Haves

Prior Branch Manager experience is a plus.
Fluency in a second language is a plus.
Familiarity in the local market is a plus.

Responsibilities

Perform any functions necessary within the scope of authority and expertise to provide the highest levels of customer service and responsiveness.
Utilize decision-making skills to support customer retention.
Recognize and pursue opportunities to enhance relationships, products, services, practices, and the organization’s competitive position.
Promote collaboration and communication with all other departments.
Participate in community networking opportunities and visit potential and existing business clients.
Interview and take applications for all consumer and home equity loans/lines, where applicable, and close these loans/lines.
Refer mortgages and refinances to the branch’s Mortgage Originator, and assist customers in entering online mortgage applications in absence of the Mortgage Originator.
Maintain a strong knowledge of consumer and home equity products, regulations, and processes.
Participate in the hiring process.
Observe and coach the entire branch team.
Maintain open lines of communication with the branch team and ensure timely communication of pertinent information.
Offer new ideas on current processes/routines.
Develop, implement, and manage a detailed performance plan for both the individual employees and the branch.
Consistently meet/exceed individual, branch, and Bank goals.
Provide ongoing input and recommendations in support of employee performance management.
Conduct annual performance evaluations for the entire branch team.
Foster a positive work environment by valuing individuals and their contributions.
Act as a role model and provide mentorship to the team.
Make recommendations to reward and recognize performance of team members.
Participate in and encourage team involvement in community involvement efforts.
Maintain a comprehensive understanding of the Bank’s mission statement and core values across the team.
Understand the goals and strategies of other departments and ensure the team shares this knowledge.
Support Bank initiatives to promote a positive Bank image and assist with growth.
Support and encourage necessary training to advance individual development.
Maintain a professional image and ensure standards are met for professional presentation by all branch staff.
Schedule staff effectively and manage overtime hours.
Ensure compliance with Federal and State laws as well as the Bank’s policies and procedures.
Assist with the completion of required periodic audits, month-end reports, and inventories.
Oversee branch security and ensure branch staff compliance.
Ensure completion of all required training by the entire branch team.
Manage branch risk.
Ensure that procedures relative to overdraft authority levels, fee waivers and rebates are adhered to.
Ensure that BSA procedures are being properly followed by all tellers.
Work in a constant state of alertness and in a safe manner.
Protect the confidentiality of non-public customer information (NPCI) and the security of information technology resources.
Adhere to the Bank’s Acceptable Use Policy, participate in security awareness training and successfully pass social engineering testing.
Offer accounting skills to a local charitable organization that serves low to moderate income individuals.
Perform bookkeeping services for low to moderate income seniors.
Teach a financial literacy program for low to moderate income school children.
Fundraise on behalf of a local or state agency that provides services and/or programs targeting low or moderate income individuals.
Participate in activities that revitalize or stabilize low or moderate income areas.
Perform other similar duties as assigned or requested by the SVP Retail Banking.
Participate in the opening and closing of the branch.
Directly oversee the teller line, run the vaults including cash recycler and branch scanning process.