Service Manager (Licensed Branch Manager)

First Citizens Bank•Asheville, NC

About The Position

The Service Manager is responsible for overall management and leadership of a bank branch. The role oversees branch operations with support from an operations specialist and manages a staff of sales and service representatives. The Service Manager manages banking relationships through proactive customer outreach and service requests, opens deposit accounts and provides related banking services, supports lending, identifies referrals for specialty partners, and supports fulfillment of certain consumer investment needs. The position may be filled as licensed or non-licensed. The role leads team performance and personnel functions, delivers financial, production, and relationship results, and provides coaching and feedback to support associate development. It also builds customer relationships through proactive outreach and service, represents the Bank in the community when appropriate, and ensures compliance with regulations, policies, procedures, and delegated authorities. The position requires a valid driver's license and frequent driving to other offices and bank customers; a bank car is not provided. Required securities and state-specific life insurance licenses must be held or obtained within 12 months of hire.

Requirements

Bachelor’s degree and 2 years of experience, or high school diploma/GED or equivalent and 6 years of experience in financial services, sales, or bank operations.
Valid driver’s license; the role requires frequent driving to other offices and bank customers. A bank car is not provided.
Must have or obtain Series 6 or 7, Series 63, and state-specific life insurance licenses within 12 months of hire.
Skills in applying a structured sales process, providing financial guidance and expertise, and financial literacy.
Knowledge of retail banking products and services, operations management, and branch banking operations.
Performance coaching, sales management, and leadership skills.

Nice To Haves

Two years of experience in a leadership role.

Responsibilities

Manage team performance and personnel functions, ensuring operational soundness and execution of plans that deliver customer value and meet the bank’s financial expectations.
Set accountability for role expectations, responsibilities, and authorities; provide one-on-one feedback and coaching to support associate development and results.
Leverage the expertise of bank partners and other managers.
Achieve assigned individual and/or team financial, production, and relationship goals.
Engage customers, prospects, and referral sources through proactive outreach.
Represent the Bank at civic and community events when appropriate to generate business and identify potential Community Reinvestment Act opportunities.
Use sales practices that create value for both customers and the Bank, with appropriate planning and partnering to provide relevant financial guidance.
Build collaborative partnerships and identify sales or referral opportunities through customer conversations.
Listen to customers, ask questions to understand their needs and preferences, and promptly address immediate needs.
Seek coaching, support Bank initiatives, and use tools to optimize performance.
Comply with regulations, bank policies, procedures, and delegated authorities to manage credit, operational, reputational, regulatory, and legal risks.
Complete required training by established deadlines.
Perform general office management duties as assigned.
Ensure deposit transactions are accurate and operationally efficient when responsible for taking deposits.
Open deposit accounts and provide related banking services; support lending and consumer investment needs, and refer customers to specialty partners.