BRANCH MANAGER

Northwest Community Bank•Farmington, CT

14h•Onsite

About The Position

Under the direction of the Senior Vice President, Retail Banking, the Branch Manager manages the branch office, which includes supervising staff, ensuring compliance with Bank policies and procedures, developing new business, ensuring exceptional customer service, and retaining existing customers and staff. The Branch Manager is responsible for developing and effectively executing an annual business sales plan in conjunction with sales team partners, and maintaining a civic leadership role in the community where the branch is located. This role involves identifying sales opportunities, cross-selling products and services, and making referrals to branch sales team and brokerage personnel. The Branch Manager oversees the team to ensure adherence to service standards, policies, and procedures, and models/coaches proper behaviors, while also being proficient in instructing others in various job responsibilities. The position sets the example for meeting and/or exceeding expectations in sales, service, operations, cross-training, and personal development. This position performs a wide variety of duties, from supervising daily branch operations to business development, civic and community affairs participation, loan/mortgage processing, branch facility maintenance, and staff training and development. It requires a thorough knowledge of Bank policies and procedures across all departments, including bank operations, mortgages and loans, IRAs, human resources, accounting, and security. The Branch Manager must ensure compliance with Bank, federal, and state regulations, including CRA, privacy, Regs EE and CC, robbery and security, and dual control. The role involves assessing branch needs, recommending sales goals, new policies and procedures, and arranging necessary building maintenance. The position operates independently, with guidance from the manager on matters requiring clarification, interpretation, or exceptions to organizational policies.

Requirements

Bachelor’s degree equivalency with 3 to 5 years of relevant experience in retail banking, sales or financial industry.
Strong working knowledge of accounting, customer service, compliance and consumer credit analysis.
Demonstrate strong communication, sales, and supervisory skills.
Proven ability to interact in a positive and professional manner with customers, employees and peers.
PC computer skills including the internet, and Microsoft Office; Outlook, Word, and Excel.
Ability to obtain a Notary and SBLI.

Responsibilities

Lead the team to actively support branch sales, providing coaching and guidance.
Drive team sales goal attainment and model appropriate sales techniques.
Lead Team Sales Meetings, Sales Campaigns, and Branch-focused sales events.
Maintain current and accurate records of sales tracking results for the branch.
Cross-sell products and services (e.g., business products, consumer checking, debit cards, E-banking) and make referrals to established affiliates by identifying needs and providing solutions, and coach the team to achieve their cross-sell goals.
Open all account types, originate and close loans.
Serve in other roles of the team as necessary.
Take ownership of all referrals to the sales team, acting as a liaison between the customer and sales partners (Treasury Management, Wealth Management, Commercial Lenders, BDOs).
Provide efficient, effective, and courteous customer service, acting as a role model to the team and ensuring delivery of the same.
Consistently deliver service by acknowledging customers immediately, making eye contact, using the customer’s name, giving undivided attention, using standard greetings and farewells, and thanking the customer for banking, and hold the team accountable to do the same.
Constantly look for ways to improve the customer experience and communicate those ideas to management.
Manage new and existing customer relationships through direct contact, phone, or email to encourage business retention.
Complete all work with accuracy and in a timely manner.
Address customer complaints as outlined by Bank policy and ensure timely resolution of any customer concerns.
Ensure a welcoming environment in the branch, as well as proper appearance of the building, grounds, furniture, and equipment.
Manage all aspects of daily branch activity, including scheduling, sales and operation reports, observing customer interactions, lobby leadership, and monitoring operations.
Perform operational functions and adhere to Bank policies and procedures (e.g., Reg. CC, BSA), ensuring team adherence.
Maintain and oversee wire authority of up to $150,000.
Maintain a unique Identifier number through the NMLS Federal Registry and provide it to mortgage applicants as required and requested, including on all written and electronic communication.
Perform functions such as answering the phone, filing, safe deposit box escort, and audits.
Perform all duties in accordance with prescribed regulatory compliance guidelines and hold the team accountable to the same.
Complete audits and enforce proper security and procedures.
Responsible for opening and closing the branch.
Participate in the interview process and termination recommendation process.
Conduct the performance review process, including performance improvement plans.
Provide and identify ongoing coaching, training, development, goal setting, and recognition of the team.
Recommend procedural changes and communicate them to management.
Continuously strive to improve personal development through policy, product, and banking knowledge.
Attend relevant seminars and courses to update and advance knowledge and skills.
Participate in community and professional relationships for the benefit of the bank.
Maintain current knowledge of Bank’s products and services, as well as policies and procedures, and ensure the team understands them.
Volunteer for special projects within the scope of job responsibilities, including CRA eligible activities.
Cultivate a prospecting list of COIs and small businesses.