Branch Manager

Citizens Bank•Waukesha, WI

About The Position

The Branch Manager is responsible for overseeing the daily operations of a bank branch, ensuring a strategic focus on deposit growth through consultative selling, excellent customer service, meeting or exceeding branch goals, maintaining regulatory compliance, and building relationships within the community. This role includes managing branch staff, developing sales strategies, supporting portfolio management, and community involvement. Hours/Schedule: Business hours: 40 hours/week Hours may change at any time based upon business needs. Description: The individual is responsible for building relationships with customers by handling virtually any non-lending transaction. May handle specialized accounts. Cross selling is a main job function.

Requirements

High school diploma or equivalent required
2-3 years of banking experience required, must include personal banking experience
High level of professionalism
Excellent professional verbal and written communication skills
Must be proficient with Microsoft Word, Excel and Outlook Excellent organizational skills
Ability to work with others as a team
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act and the requirements of the Office of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising good judgment, raising questions to management, and adhering to policy guidelines
High level of confidentiality

Nice To Haves

Associates or Bachelor’s degree preferred
Management experience preferred

Responsibilities

Ensure a high level of customer satisfaction by addressing customer inquiries and resolving issues promptly and professionally
Develop and maintain strong relationships with customers and community members, fostering trust and loyalty
Answer the phone and assist customers with their banking needs and concerns
Monitor and evaluate customer service quality, implementing improvements as needed to enhance the customer experience
Handle complex customer complaints and issues, escalating to higher management when necessary
Train and coach staff on customer service best practices to ensure consistent, exceptional service
Ensure the branch environment is welcoming, clean, and conducive to excellent customer interactions
Promote a sales-centric customer service culture within the branch by setting and achieving sales targets
Coach and support staff in developing effective consultative sales techniques through portfolio management and service
Listen, assess, and explain effectively, thoroughly, and professionally the products and services that will best suit the customer’s needs
Develop and implement branch-level sales strategies to drive growth in deposits, loans, and other financial products
Monitor and analyze sales performance metrics, providing feedback and actionable plans to staff for continuous improvement
Collaborate with marketing and product teams to plan and execute promotional campaigns and sales initiatives
Identify and pursue new business opportunities within the local market to expand the branch’s customer base
Ensure staff are knowledgeable about all bank products and services, and provide ongoing training to enhance their sales skills
Represent the bank to customers and community members in a courteous, professional manner
Participate in local community events, outreach programs, and networking opportunities to promote the bank’s presence and services
Develop and maintain relationships with key community leaders, local businesses, and organizations to foster goodwill and support business development
Serve on local boards or committees to strengthen the bank’s community involvement and visibility
Organize and participate in volunteer activities that align with the bank's community engagement initiatives
Supervise, mentor, and motivate branch staff, including tellers and personal bankers
Conduct regular staff meetings and performance evaluations
Schedule staff to support customer and business needs, including training and professional development opportunities
Approve staff time off according to bank policies.
Provide coaching, mentoring, training, and education to staff
Manage performance and employee relations issues with confidentiality, timeliness, professionalism, and tact
Attend interviews and recommend hiring/staffing decisions to HR
Share relevant and important information with staff through regular meetings to address questions and concerns
Meet one-on-one with staff members at least bi-monthly to review performance and progress on goals
Attend relevant meetings and communicate information to staff
Oversee daily branch operations, including cash management, transaction processing and security protocols
Open and maintain deposit accounts (e.g., savings, checking, money market, and CD accounts, etc.) as well as other bank products and services, including add-on products (e.g., debit cards, safe deposit boxes, notary services, etc.).
Processes teller transactions as needed including but not limited to, deposits, withdrawals, loan payments, check cashing, money orders and cashier’s checks
Maintains prescribed security controls to protect against criminal or fraudulent activity and unnecessary risk/exposure
Oversee vault operations with vault authority
Handle transaction overrides with override authority
Ensure compliance with the Bank Secrecy Act and other regulatory requirements.
Any and all other duties as assigned