Financial Center Manager

Bank of Montreal • Albuquerque, NM

11d • Onsite

About The Position

The Financial Center Manager leads the Sandia Plaza branch at 3201 Juan Tabo NE, guiding, directing, and coaching employees to deliver exceptional service to customers and prospects. The role supports sales, customer service, customer acquisition and retention, business growth, and profitability while complying with applicable legal and regulatory requirements and Bank policies. The manager advises customers on products and strategies aligned with their financial objectives, makes referrals to other business groups, and maintains relationships with key customers and community contacts.

The manager develops and executes the branch business plan, monitors performance and operating expenses, implements sales and service initiatives, and coordinates new programs, products, and processes. The position also builds team performance and talent, provides training and support, addresses customer issues, and collaborates with internal and external stakeholders. It requires sound risk-informed decisions, protection of confidential information, and reporting of suspicious activity.

In the United States, this role acts as an originator of consumer loans and requires federal registration with the Nationwide Mortgage Licensing System and Registry. A criminal background review and credit history evaluation are required, and restrictions apply to performing in a real estate agent capacity.

Requirements

• Typically 4–6 years of relevant experience and a post-secondary degree in a related field, or an equivalent combination of education and experience.
• In-depth knowledge of retail banking products and services.
• Advanced knowledge of the competitive marketplace and trends in product offerings.
• Working knowledge of branch operational processes and policies.
• Working knowledge of branch technologies, processes, and performance metrics.
• Working knowledge of applicable regulations, audit standards, and related policies, procedures, and directives.
• Technical proficiency gained through education and/or business experience.
• In-depth verbal and written communication skills.
• In-depth collaboration and team skills.
• In-depth analytical and problem-solving skills.
• In-depth influence skills.
• In-depth data-driven decision-making skills.
• For U.S. applicants, federal registration with the Nationwide Mortgage Licensing System and Registry is required for the consumer-loan originator role; a criminal background review and credit history evaluation are required.

Nice To Haves

• Previous supervisory or management experience.

Responsibilities

• Guide, direct, and coach branch employees to deliver exceptional customer service and support their development and performance.
• Understand customer needs and advise on products and strategies that support their financial objectives; identify and make referrals to other business groups.
• Develop and execute a branch business plan to grow the business, increase wallet share, and achieve customer retention and acquisition objectives.
• Conduct sales calls, cold calls, and other business development activities; build a personal referral network and community relationships.
• Integrate marketing promotions and programs into customer conversations to provide strategic advice.
• Maintain high-touch relationships with key branch customers and prospects, and resolve customer issues or escalate complex situations as appropriate.
• Monitor sales and service performance against plans, identify gaps and best practices, and implement action plans to address issues.
• Communicate goals, plans, and assignments, and lead or coordinate implementation of new programs, products, processes, and sales and service initiatives.
• Monitor service request and problem-resolution processes for adherence to standards; provide technical training and support to branch employees and recommend improvements.
• Plan and control branch operating expenses in accordance with forecasts.
• Maintain knowledge of banking and credit card products, industries, practices, trends, technologies, processes, and performance metrics.
• Build effective relationships with internal and external stakeholders and business partners.
• Maintain confidentiality of customer and Bank information; identify and report suspicious activity that may be related to money laundering.
• Comply with applicable legal and regulatory requirements, Bank policies, and risk-management standards.
• Support Bank community involvement and participate in community activities.

Benefits

• Health insurance
• Tuition reimbursement
• Accident insurance
• Life insurance
• Retirement savings plans
• Performance-based incentives, discretionary bonuses, and other perks and rewards may be included in the total compensation package.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree