Branch Retail Manager

SOUTHERN BANK•Benton, MO

6d•Onsite

About The Position

The Branch Retail Manager is responsible for the overall sales, production, profitability, operations, product sales, customer service, community involvement, security, and safety of the retail branch in accordance with the Bank’s objectives. The manager develops new deposit business, promotes a strong sales and service culture through coaching and guidance, and works to achieve individual and branch goals through new business sales, referrals, and relationship retention. The role provides leadership, training, and supervision, and delegates daily operations to branch personnel as needed. The manager leads efforts to acquire, expand, and retain customer relationships; identifies customer opportunities; supports business development; resolves customer complaints; and maintains knowledge of bank products, services, and regulatory requirements. The role also supervises and develops branch employees, supports hiring and performance processes, and plans and monitors branch activities and results. The manager oversees branch security and operational procedures and may assist at other Southern Bank branches.

Requirements

Associate’s degree, or a high school diploma or equivalent plus five years of banking/finance sales and customer-service experience.
Ability to think strategically and put organizational plans into action.
Excellent understanding of bank products and services.
Familiarity with marketing techniques, including cold-calling, to build a customer base.
Proficiency in business products such as Cash Management and Remote Deposit Capture.
Experience managing people in a goal-setting environment where compensation was goal-driven and involved multiple product sales.
Good computer skills.
Excellent customer-service skills and a positive, helpful attitude toward internal and external customers.
Good interpersonal communication skills, including the ability to understand procedures and communicate clearly with customers, employees, and supervisors.
Ability to maintain trustworthiness, professionalism, confidentiality, and honesty in dealings with internal and external customers.

Responsibilities

Lead efforts to acquire, expand, and retain customer relationships, including business development calls and coordination with Loan Officers or Community Bank Presidents.
Identify customer needs and opportunities, cross-sell products and services, and work toward individual and branch goals.
Educate customers on available access channels and resolve customer complaints and problems promptly and effectively through resolution.
Implement strategies to achieve sales benchmarks and objectives, and prepare more complex customer information for opening new accounts.
Participate in business development activities such as outreach calls, community events, meetings with local businesses, and community groups.
Maintain knowledge of bank regulatory requirements, products, services, and customer-facing technologies.
Review applicant and employee qualifications and support nondiscriminatory hiring, promotion, transfer, and termination practices.
Address employee issues, facilitate training on branch initiatives and products, and work with the Community Bank President to promote teamwork and a positive customer experience.
Motivate, coach, supervise, and develop employees’ sales and customer-service skills; conduct performance reviews and recommend merit increases for direct reports.
Plan, coordinate, and monitor branch operations, sales, customer service, and performance against plans and objectives.
Identify opportunities to improve branch profitability and deposit growth.
Serve as the branch expert on retail products and services and maintain working knowledge of loan products.
Maintain knowledge of procedures for ATM/ITM settlement, night depository, vault cash, safe deposit, opening and closing, cash orders, and cash shipments.
Oversee branch security and provide security training.
Maintain confidentiality of customer non-public personal information and secure information systems in compliance with bank regulations.
Maintain reliable attendance and work a schedule that may include overtime, nights, weekends, and holidays; assist at other branches when requested.
Perform other assigned duties.