Branch Operations Manager - Stony Hill

Union Savings Bank - CT•Bethel, CT

9d•Onsite

About The Position

The Branch Operations Manager at the Stony Hill Branch supports branch customer service, operations and risk management, financial performance, sales, and human resources. The role coaches and holds branch team members accountable for providing a positive customer experience, following USB standards and procedures, and achieving service and sales goals. Working in conjunction with the Branch Manager, the manager helps improve branch profitability and efficiency and develops and retains high-performing Service Reps. The position is located at 79 Stony Hill Rd., Bethel, at the Stony Hill Branch.

Responsibilities

Coach team members to uphold the USB Customer Service Commitment Charter and USB brand, and model a friendly, positive branch environment.
Ensure employees follow USB Quality Service Standards, including the “it takes two to say no” guideline, and support positive customer service survey results and customer retention.
Handle customer transactions accurately and efficiently, respecting customers’ time.
Help team members resolve customer service issues; escalate matters to higher management when appropriate.
Respond to customer complaints and concerns within two business days, resolve issues promptly, set clear expectations, and ensure follow-up.
Protect the confidentiality and privacy of customer information.
Participate in community service groups and activities, and promote and participate in lobby engagement.
Maintain the branch’s appearance, facilities, and functioning equipment; arrange maintenance when needed.
Promote branch safety and soundness by holding team members accountable for operational excellence.
Ensure that the team and the manager follow policies and procedures, and correct audit violations.
Monitor and/or manage branch RCI, overdrafts, and charge-offs; process RIM within authorized limits.
Comply with S.A.F.E. Act requirements, keep registration information current and active, and provide the N.M.L.S. registration number to consumers upon request and in required written communications.
Perform essential customer transaction functions accurately and promptly; comply with Fair Lending and UDAAP requirements.
Ensure account documentation, such as signature cards, resolutions, powers of attorney, and trust agreements, is scanned to Bank Operations promptly, and follow up with team members as needed.
Work with the Branch Manager to achieve branch profitability goals; review profit center accounting reports and develop and implement strategies to improve revenue and efficiency.
Coach Service Reps to address customer fee concerns with appropriate solutions.
Assist the Branch Manager in tracking, strategizing, and achieving sales and service goals.
Coach team members to proficiency in USB’s sales and service process and ensure accountability for results.
Pursue branch deposit, loan, investment, and cross-sell goals through individual production; provide team feedback and coaching on sales and service results.
Maintain knowledge of USB products and services available in the branch and educate and reinforce product and service knowledge with staff.
Stay current on products and services offered by other business lines to support cross-selling.
Model USB’s sales and service process and promote the use of sales and service tools, job aids, and playbooks.
Source and facilitate Bank at Work opportunities.
Use in-branch customer interactions to promote the value of banking with USB and deepen customer relationships.
Develop and retain high-performing Service Reps through leadership, coaching, and management of sales and service activities.
Provide timely, meaningful coaching feedback and motivate staff by fostering a positive work environment and opportunities for professional growth through education, training, and cross-training.
Work to minimize employee turnover related to job dissatisfaction and ensure team members are dressed professionally.
Manage staffing schedules to support a quality customer experience.
Manage HR processes for direct reports, including performance, incentive, and introductory-period reviews; recruitment; career development; training; interviews; and disciplinary or corrective actions.
Participate in interviewing new staff members.