Retail Banking Manager

Merchants Bank•Winona, MN

10d

About The Position

Merchants Bank has an opening for the leadership position of Retail Banking Manager. This position can work out of any of the following locations: Winona, St. Charles, Rochester, MN This position provides strategic leadership and operational oversight for all retail banking activities for the Winona, St. Charles and Rochester markets. This role is accountable for driving customer experience excellence, managing retail deposit relationships, and ensuring consistent adoption of processes and procedures within Merchants Bank’s risk management framework. The position is responsible for achieving both short-term and long-term profitability goals aligned with shareholder return expectations. The Retail Banking Manager fosters a culture of transparency, collaboration, and equitable treatment, creating a welcoming environment for all stakeholders while supporting employee growth and career development. This role ensures consistency in customer experience across all branches, oversees retail banking activities, and maintains compliance with regulatory requirements. The individual represents Merchants Bank as a top business leader in the community.

Requirements

5+ years experience in retail banking required.
5+ years experience in leading and managing a team.
Must possess high degree of ability/aptitude in financial analyses.
College degree or equivalent business experience.
Other areas critical to the position are: sales ability/customer orientation, confidentiality, and interpersonal communication.
Must possess strong computer skills.
Must have excellent customer relations skills and demonstrate ability to consistently display a positive and professional image at all times when representing Merchants Bank.
Must be skilled at handling sensitive and confidential customer and employee situations.

Nice To Haves

Preferred experience includes roles as Teller, Deposit Services, and Consumer Lending.
May be required to obtain insurance license to sell credit life and disability insurance.

Responsibilities

Leading and managing retail banking operations, including teller services, deposit accounts, and consumer lending
Driving customer relationship management, retention, and growth strategies
Coaching and developing Universal Banking Managers and their teams to deliver exceptional service and meet performance goals
Promoting community engagement and business development initiatives to strengthen the Bank’s presence
Ensuring adherence to all internal policies, procedures, and regulatory standards while maintaining ethical practices and confidentiality.
Represent the Bank as a top business leader in the community.
Model exceptional customer experience standards.
Promote a culture of transparency, communication, and strategic alignment.
Embody and enforce the “One Merchants” culture and core values.
Ensure equitable treatment and a welcoming environment for all stakeholders.
Lead and manage all retail banking activities in the defined market area.
Train, coach, and mentor tellers on procedures, compliance, and customer service.
Approve large transactions or exceptions beyond teller limits.
Enforce adherence to bank policies, security protocols, and regulatory requirements.
Monitor for fraud, suspicious activity, and escalate issues as needed.
Assist with complex customer inquiries or complaints.
Step in during peak times to help with transactions.
Provide guidance on deposit products and services.
Coach bankers to identify customer needs and recommend appropriate solutions.
Handle escalated inquiries or complaints related to deposit accounts.
Ensure all account activities comply with bank policies and federal regulations.
Deliver and oversee consumer credit products across assigned branches.
Coach bankers on lending practices and product delivery.
Evaluate creditworthiness and make sound lending decisions.
Ensure accurate loan documentation and adherence to policies.
Maintain loan portfolio, collect on loans when necessary, and meet lending goals.
Uphold customer confidentiality and regulatory compliance.
Ensure retail teammates consistently meet established standards for timely and professional interactions across all customer channels—Lobby, Drive-Up, Telephone, Email, and Mail—by monitoring performance, identifying service gaps, and implementing targeted improvement plans. Provide ongoing oversight and coaching to drive measurable enhancements in service delivery and customer experience.
Work closely with branch staff to maintain accurate timesheets, uphold scheduling standards, and prevent overtime, supporting operational efficiency and policy compliance.
Drive adoption of defined processes and procedures within the risk management framework.
Oversee retail deposit relationship management, retention, and growth.
Maintain profitability aligned with shareholder ROI expectations.
Supervise Universal Banking Managers and their teams.
Must ensure successful new hire onboarding for UBMs, UBs & Tellers.
Provide ongoing coaching and mentoring to Universal Bankers, Lead Tellers and Tellers.
Maintain comprehensive knowledge of all products and services, and ensure retail staff are trained and equipped to deliver accurate information and exceptional customer experiences.
Be proficient in and train staff on various retail software programs.
Create policies and procedures specific to retail – with collaboration and approval from the Director of Retail & Director of Teller Administration. Will also be held accountable to communicate and train staff on all polices and procedures.
Foster a collaborative, communicative, and customer-focused work environment.
Collaborate with Director of Retail, Director of Teller Administration, and Risk Management on fraud prevention and training.
Leverage Voice of the Customer feedback and coach to necessary improvements.
Maintain visibility and involvement in civic and community organizations.
Represent the Bank professionally in public and community settings.
Lead and participate in business development efforts to grow customer relationships.
Self-involvement - and encouragement of retail staff involvement - in community/bank events
Participate in various compliance meetings to learn about current findings and share suggestions for improvement. Expected to educate retail teammates on lessons learned.
Commitment to timely completion of all required compliance training for self and team, monitoring progress and providing support to maintain 100% adherence to regulatory standards.
Ensure adherence to all internal policies, procedures, and regulations.
Maintain ethical standards and confidentiality in all dealings.
Oversee execution of marketing campaigns within all branch locations, including management of lobby signage and promotional materials to maintain compliance and enhance customer engagement.
Assist with branch facilities management, ensuring operational readiness and resolving maintenance issues promptly to support a safe and efficient customer environment.
Contribute to a positive work environment and outstanding customer service.
Meet attendance and training expectations.
Support strategic goals and recommend process improvements.
Participate in internal committees, project teams and strategic initiatives.