Retail Branch Manager

Genesee Regional Bank•Rochester, NY

17d•Onsite

About The Position

The Retail Branch Manager is responsible for maximizing branch profitability while delivering exceptional client service. The manager oversees day-to-day branch operations, ensures accurate procedures, manages staffing, and executes the branch sales strategy. Acting as the link between frontline employees and senior leadership, the manager supports operational integrity, customer relationships, and achievement of sales and referral targets. The role leads, trains, motivates, and evaluates employees; sets goals and monitors performance; provides coaching and development; and communicates strategy, priorities, and policy changes. The manager promotes exceptional customer service, resolves escalated and routine account-servicing issues, develops client relationships, and generates business through need-based sales, referrals, community outreach, and account and loan development. The position also manages client portfolios and annual reviews, monitors delinquencies and documentation, and uses nCino to record calling activity and sales results. The manager maintains knowledge of bank products and procedures, accurate branch documentation, internal controls, and compliance with banking and regulatory requirements. The role may also provide backup for frontline banking positions, assist clients with transactions and digital banking services, and perform vault and other branch administrative duties as needed. The work is performed in an indoor, climate-controlled office setting. The employee may occasionally lift or move up to 25 pounds.

Requirements

Bachelor's degree, preferably in a business-related discipline.
Minimum of 5 years of sales and/or relationship management experience, including at least 2 years of banking experience in Retail/Commercial Banking and/or outside professional sales, or an equivalent combination of education and experience.
Expertise in need-based, consultative selling.
Must have or be able to obtain a National Mortgage Licensing System (NMLS) number and maintain active S.A.F.E. Act registration throughout employment; GRB assistance is available.
Excellent written and verbal communication and listening skills.
Strong interpersonal skills and ability to communicate proactively and collaborate within and across departments.
Proficient understanding of the credit review process, including basic knowledge of financial statements and tax returns.
Ability to hold self and others accountable for measurable, quality, and timely results; facilitate cooperation and motivate team members.
Ability to adapt to and receive change, remove barriers for staff, and support ongoing staff training and development.
Ability to build and maintain effective relationships inside and outside the bank and communicate and influence effectively.
General knowledge of PCs with Windows-based applications, CRM software, and multi-phone use.
Analytical, problem-solving, and decision-making abilities.
Ability to handle highly confidential information with sensitivity, tact, and discretion.
Ability to organize and independently execute a sales plan strategy and make sound decisions with decisiveness and confidence.
Regular use of hands or fingers to handle or feel objects and reach with hands and arms; frequent standing, sitting, and talking or hearing; close and distance vision and ability to adjust focus; occasional lifting or moving of up to 25 pounds.

Nice To Haves

Notary Public licensing preferred.

Responsibilities

Plan and coordinate the daily work of direct reports; recruit, train, motivate, monitor, and evaluate employees, and hold them accountable for KPIs and sales objectives.
Develop and execute branch sales plans, set SMART goals, monitor performance metrics, and drive retail sales, referrals, and cross-selling.
Provide sales and service coaching, performance reviews, role-play exercises, and employee development plans.
Communicate through one-on-one meetings, staff meetings, and other channels; serve as liaison between frontline employees and senior leadership, escalating issues and sharing strategy, priorities, and policy changes.
Identify employees with advancement potential and provide coaching and development.
Promote exceptional customer service, resolve escalations, take ownership of account servicing and error resolution, and follow up to ensure timely and accurate resolution.
Assist Retail, Commercial, and Mortgage clients with service needs, including account transfers, password resets, and wire transfers, escalating complex needs as appropriate.
Represent the branch in local outreach, cultivate referral sources, and support community events to increase visibility and generate business.
Use a need-based sales approach to understand clients' needs and offer customized solutions; refer mortgage, cash management, business lending, and merchant service opportunities to internal partners.
Develop loans and core deposits from clients and prospects, including DDA, savings, CDs, HELOCs, mortgages, merchant services, and consumer and small-balance commercial loans.
Open accounts for new customers and prepare account paperwork and applications; request required identification.
Process consumer lending applications.
Manage client portfolios, prepare assigned annual reviews, monitor loan delinquencies, and track collateral documentation as appropriate.
Conduct regular customer reviews and outreach to support retention and prevent attrition; conduct site visits and financial informational interviews as needed.
Use nCino CRM software to record calling efforts and sales results.
Maintain knowledge of Retail and bank procedures, products, and services; maintain accurate branch documentation and enforce internal controls.
Ensure banking and regulatory policies and procedures are followed and up to date; identify and escalate risk-related issues and promptly remediate operational or compliance gaps.
Recommend improvements to operational efficiency and controls.
Assist the Area Manager and Retail Banking Manager with assigned tasks; perform branch administrative duties and other duties as assigned.
Provide backup for the Universal Banker, Banking Specialist, and Relationship Banker during lunch hours, breaks, vacations, and other coverage needs.
Welcome and direct clients, visitors, and vendors; answer branch phone calls professionally and promptly.
Process client banking transactions accurately and in compliance, including deposits, withdrawals, loan payments, check cashing, account opening and closing, and other banking operations.
Verify check endorsements and funds availability, disburse cash according to procedures, maintain an adequate cash drawer, and balance daily work.
Serve as Vault Custodian as needed, including ordering cash, preparing cash for shipment, receiving cash deliveries, and balancing the branch.
Provide technical support and troubleshooting for clients using GRBonline, ATM/debit cards, mobile wallet activation, and other banking services.
Cross-train in necessary branch responsibilities and functions.
Demonstrate the behaviors outlined in the GRB Experience.