Financial Center Assistant Manager

Northwest Bank•Buffalo, NY

11d•$20 - $26•Onsite

About The Position

As a Financial Center Assistant Manager, you will be responsible for assisting the Financial Center Manager in overseeing daily operations, managing staff, and ensuring exceptional customer experiences while providing leadership and assistance across various areas including individual goal achievement, employee development, customer service excellence, operational soundness, and relationship building. Essential Functions Performance Metrics: Meet or exceed performance targets related to customer satisfaction, product sales, and financial wellness conversations. Continuously strive to improve skills and knowledge through training and professional development opportunities. Financial Needs Assessment: Conduct comprehensive financial assessments for customers to identify areas for improvement and opportunities for growth. Analyze customer accounts, transactions, and behaviors to offer personalized recommendations. Operational Soundness: Ensure compliance with all banking regulations, policies, and procedures. Oversee daily financial center operations to ensure efficiency and accuracy and provide leadership around audit requirements and financial center security. Proactively identify areas for improvement and implement strategies to enhance operational effectiveness. Leadership Portraying the Northwest Bank Culture: Lead by example in delivering exceptional customer service experiences. Set service standards and expectations for the team and ensure adherence to them. Address customer concerns and complaints promptly and effectively, turning negative experiences into positive ones. Customer Engagement: Initiate proactive conversations with customers to build rapport and understand their financial objectives. Utilize active listening skills to uncover opportunities to enhance their financial well-being. Relationship Building: Build long-term relationships with customers by providing ongoing support and follow-up. Anticipate customer needs and proactively reach out to offer assistance and guidance. Employee Development and Mentorship: Serve as a mentor and coach to team members, fostering their professional growth and development. Identify strengths and areas for improvement in team members and tailor development plans accordingly. Conduct regular one-on-one meetings to discuss career aspirations, provide guidance, and offer support. Compliance and Regulations: Adhere to all bank policies, procedures, and regulatory requirements to ensure compliance and mitigate risk. Maintain confidentiality and always protect customer information. Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency Work as part of a team Work with on-site equipment Complete other duties and special projects as requested by management

Requirements

High School Diploma or equivalent preferred
2 - 3 years Banking or retail experience preferred
Sales experience preferred
2 - 3 years Customer Service experience preferred
Ability to establish effective working relationships among team members and participate in solving problems and making decisions
Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written
Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information
Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information
Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas
Knowledge of all job related operating systems including Teller, Platform, and Lending Systems

Responsibilities

Assisting the Financial Center Manager in overseeing daily operations
Managing staff
Ensuring exceptional customer experiences
Providing leadership and assistance across various areas including individual goal achievement, employee development, customer service excellence, operational soundness, and relationship building
Meeting or exceeding performance targets related to customer satisfaction, product sales, and financial wellness conversations
Conducting comprehensive financial assessments for customers to identify areas for improvement and opportunities for growth
Analyzing customer accounts, transactions, and behaviors to offer personalized recommendations
Ensuring compliance with all banking regulations, policies, and procedures
Overseeing daily financial center operations to ensure efficiency and accuracy and provide leadership around audit requirements and financial center security
Proactively identifying areas for improvement and implement strategies to enhance operational effectiveness
Leading by example in delivering exceptional customer service experiences
Setting service standards and expectations for the team and ensure adherence to them
Addressing customer concerns and complaints promptly and effectively, turning negative experiences into positive ones
Initiating proactive conversations with customers to build rapport and understand their financial objectives
Utilizing active listening skills to uncover opportunities to enhance their financial well-being
Building long-term relationships with customers by providing ongoing support and follow-up
Anticipating customer needs and proactively reach out to offer assistance and guidance
Serving as a mentor and coach to team members, fostering their professional growth and development
Identifying strengths and areas for improvement in team members and tailor development plans accordingly
Conducting regular one-on-one meetings to discuss career aspirations, provide guidance, and offer support
Adhering to all bank policies, procedures, and regulatory requirements to ensure compliance and mitigate risk
Maintaining confidentiality and always protect customer information
Ensuring compliance with Northwest’s policies and procedures, and Federal/State regulations
Navigating Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
Working as part of a team
Working with on-site equipment
Completing other duties and special projects as requested by management