Branch Supervisor

THE NORTH COUNTRY SAVINGS BANK•City of Ogdensburg, NY

About The Position

The Branch Supervisor plays a key leadership role in driving the daily operations, performance, and culture of the branch. This position directly supervises front-line staff while ensuring operational excellence, regulatory compliance, and a consistently high-quality, relationship-focused customer experience. The Branch Supervisor leads by example—coaching, developing, and motivating employees through regular feedback and performance conversations; managing workflow, staffing, and coverage; and confidently handling customer concerns and escalations with professionalism, empathy, and sound judgment. This role emphasizes building strong, trust-based relationships with customers by understanding their financial needs, goals, and concerns, and by promoting solutions that deepen relationships and support long-term customer loyalty. In addition to people leadership, this position supports branch growth by reinforcing sales and referral expectations, coaching staff on effective customer conversations, and partnering with the Director of Retail Deposits & Training to achieve branch goals. The Branch Supervisor actively promotes a relationship-based banking approach, encouraging collaboration, accountability, and consistent execution across the team. This role also represents the branch within the community by supporting local engagement efforts and reinforcing the bank’s commitment to personalized service and community involvement. Success in this role requires strong decision-making skills, attention to detail, the ability to manage competing priorities, and a relationship-focused leadership approach that balances business growth, customer satisfaction, and risk management within a compliant and positive branch environment.

Requirements

Ability to read
Ability to write
Completion of all mandatory training
Bachelor’s degree in a related field is preferred, but not required. Commensurate work experience is expected.
2+ years leadership experience within the financial services or other related industry.
Extensive background in financial institution operating policies and procedures, banking regulations (state and federal), employee development and public relations.
Good management and human resources skills. Strong verbal and written communications skills.
Sound personal sales skills with an ability to develop those skills in subordinates.

Responsibilities

Maintain knowledge of all branch policies and procedures.
Prepare and maintain accurate paperwork according to policies and procedures.
The daily operation of teller line, vault, and ITM’s according to the banks policies & procedures.
Perform audits as outlined in the bank’s procedures.
Maintain an understanding of the trends related to branch business activity (# of accounts, accounts opened, accounts closed, balances, and fee income among others).
Review and Approve timecards.
Provide personnel management for branch staff.
Manage overall branch office operations.
Responsible for maintaining office building, grounds, equipment, and fixtures.
Maintain a team that takes a sales-oriented approach to customer service.
Display a consistent effort to build and maintain strong internal and external relationships.
Support digital, self-serve, and interactive technologies to improve the customer experience.
Support an innovative digital platform to achieve our goal of increasing digital adoption.
Assist in establishing and maintaining effective measurements of digital support.
Assist leadership to define the long-term vision for aligning digital channels across the Bank.
Handle all types of deposit accounts.
Maintain a MLO number
Assist the Regional Loan Manager with mortgage loans in process, originating mortgage and consumer loans, as well as assisting customers with queries concerning our lending services.
Maintain a solid understanding and knowledge of all retail products and services for both loans and deposits.
Provide and maintain a professional atmosphere within the branch office.
Review staff members for formal performance evaluations and recommend compensation adjustments.
Counsels’ employees when needed.
Coordinate staff training when needed.
Clearly and comfortably delegates both routine and important tasks and decisions to the appropriate staff.
Identify the skills and characteristics of individual employees and arrange for them to participate in training that taps into their natural abilities.
Represent the Bank in public relations activities and community affairs.
Serve as Facility Security Officer, safeguard facility assets, and oversee facility issues. Maintain procedures for opening and closing the facility. Test facility security equipment and investigate security issues when needed.
Manage risk to control branch losses in all areas; check cashing, customer education on frauds and identity theft, customer education on cardholder responsibilities, and such other risks as may from time to time be identified.
Assist in monitoring Bank Secrecy Act, USA Patriot Act, Community Reinvestment Act, Equal Employment Opportunity, and other pertinent regulations.