Branch Manager

First Federal Lakewood•Rocky River, OH

1d•Onsite

About The Position

The Branch Manager is responsible for managing sales and operations of a bank branch, ensuring policies and procedures are followed, and adding value as a key member of management by understanding the business, financials, industry, customers, and strategy. This role involves supervising employees, providing direction, coaching, training, and managing performance to meet company goals. The manager oversees daily branch operations, including adherence to policies, completion of reports, satisfactory branch audits, budget management, and facility maintenance and security. They also ensure compliance with government regulations and the association's policies regarding lending, savings, and branch operations. The position directs branch staff activities to achieve sales, cross-selling, and referral goals, leads sales promotion campaigns, and coaches staff on sales techniques. They work with Marketing to ensure effective branch displays and materials, and guarantee quality customer service. Staff scheduling, monitoring hours, and ensuring compliance with bank regulations, operational, and security policies are also key responsibilities. The manager conducts branch meetings and is responsible for meeting individual goals and target production standards by engaging customers, identifying needs, and cross-selling products and services. They provide referrals for investment, mortgage, and business banking, and follow up on opportunities. Customer inquiries, consumer applications, loan processing and closing, and account management are also part of the role. The Branch Manager serves as the primary customer relations representative, resolves complaints, approves transactions, and may operate a teller window. They are expected to maintain membership in approved community organizations and participate in community events to build relationships and develop business. Managing sales activities, coaching employees on sales approaches, ensuring sales goals are met, and uncovering sales opportunities are crucial. Establishing relationships with current business customers and expanding business relations to drive commercial sales through outside calling activities is also a responsibility. The manager effectively manages service providers and vendors, setting expectations, developing performance metrics, measuring performance, providing feedback, and holding them accountable. Other duties as required.

Requirements

Experience in banking laws, regulations, and guidelines is required.
Experience in customer service is required.
Experience in retail banking is required.
Proficiency in MS Office [Outlook, Excel, Word] or similar software is required.
High School Diploma or equivalent is required.
Valid Driver’s License is required.
NMLS Number and Notary required.
5 to 7 years of experience is required.
3 to 5 years of experience supervising is required.

Nice To Haves

Experience in financial services or banking is preferred.
Loan Origination Software, Cleartouch, OnBase, various government and investor software/web portals is preferred.
Bachelor’s degree is preferred, or equivalent experience.

Responsibilities

Adds value as a key member of management; understands the business, financials, industry, customers and strategy.
Supervises employees, provides direction, coaches, trains and develops, and manages performance to company goals and expectations.
Manages the daily operation of the branch through ensuring policies and procedures are being followed, reports are completed, and branch audits are satisfactory; monitors and administers the approved branch budget and explains variances; maintains acceptable level of non-sufficient funds fee waivers as determined by management; oversees maintenance and security of facility; keeps branch up-to-date on government regulations and the association's policies and procedures regarding lending, savings, and branch operations.
Directs activities of branch staff to ensure achievement of branch goals including sales, cross-selling, and referrals of Bank products and services; leads and participates in branch sales promotion campaigns including customer calling programs; coaches and mentors staff to ensure their use of appropriate sales skills and techniques; works with Marketing to ensure branch has effective marketing displays, signage, and materials; ensures the branch provides quality customer service.
Schedules staff and monitors staff hours in accordance with Branch Staffing Model; ensures staff compliance with bank regulations, requirements, and procedures, and that staff follow operational and security policies and procedures; communicates and reinforces to staff changes in government regulations and the bank’s policies and procedures regarding lending, savings, and branch operations; conducts branch operations/sales meetings and other branch meetings.
Meets Branch Manager’s individual goals and target production standards through engaging customers in meaningful conversations to determine their needs and assists the customer in choosing appropriate Bank products and services; cross-sells bank’s products and services by using insights gained about the customer’s needs and meets established cross-selling ratios; provides investment, mortgage, and business banking referrals, and follows up on referral opportunities to achieve branch and Bank goals; responds to customer inquiries regarding bank products; takes consumer applications; follows-up on the processing and closing of loans; opens and closes accounts with accuracy and in accordance to bank policy and applicable regulations.
Serves as the branch's primary customer relations representative and resolves customer complaints; approves customer transactions and overrides; responds to customer inquiries; operates a teller window when necessary.
Maintains membership in an approved community organizations and participates in community events/trade shows to develop and strengthen referral and customer relationships, and to develop business relationships with outside organizations.
Manages sales activities in branch; coaches and trains employees on sales approaches; ensures staff sales goals are met; uncovers sales opportunities.
Establishes relationships with current business customers and expanding business relations to drive commercial sales via outside calling activities.
Manages service providers and vendors effectively; structures relationships with service providers in a strategic manner; sets expectations; develops performance metrics; measures vendor performance, provides feedback and holds accountable.
Other duties as required.