Assistant Branch Manager

POSITION TITLE: Assistant Branch Manager

FLSA STATUS: Exempt

SUMMARY:

The Assistant Branch Manager develops, expands, and maintains business relationships with customers while providing support and accountability for branch associates, ensuring financial performance, customer satisfaction, and adherence to branch policies and procedures. Demonstrates leadership competency and models skills and behaviors that produce high-performing teams.

ESSENTIAL JOB FUNCTIONS:

• Demonstrates and provides guidance to assure the effective and consistent application of retail operating model defined behaviors, skills, and tools

• Actively participates in executing the branch's strategic plan to grow core deposits and loans, fee income

• Supports branch associate action planning, reinforces expectations, and assesses performance

• Maintains a high level of employee morale to minimize turnover and maximum customer service satisfaction

• Supports branch manager strategy for deposit and loan growth to obtain the bank's growth objectives by promoting the bank's products and services

• Oversees the quality of consumer and business products sales and servicing

• Effectively identifies and submits quality referrals to branch associates, internal partners (mortgage, community banking, treasury services, etc.), and vendor partners (credit card, merchant services, insurance, etc.)

• Oversees the quality of customer service and relationship management actions and decisions

• Consistently delivers exceptional customer experiences

• Assures safety and wellness standards are in place and practiced consistently and effectively

• Responsible for supporting branch operations effectiveness by reinforcing expectations for all branch associates

• Oversees adherence to the bank and regulatory policies and procedures

• Assures systems and facilities are maintained

• Collaborates with internal partners to identify areas of opportunities and areas of improvements

• Effectively responds to issues, errors and complaints

• Demonstrates and supports the effective and consistent application of performance and talent management processes

• Consistently demonstrates adaptability and serves in the tradition of care for which CB&T is known, modeling skills and behaviors defined in the retail imperatives

• Responsible for originating consumer and small business lending, for existing and new customers

• Assists customers to identify appropriate lending and deposit product solutions, completing the deposit opening process, loan application, and closing the loan.

• Works with Retail Credit staff to review complicated transactions, structure loans, and loan exceptions

• Reviews reports outlined in toolkit and cadence relating to production, HR, Branch Operations, Retail Operations, Relationship Management

• Responsible for processing override approvals for transactions as needed

• Provides a complete range of customer services, including opening new accounts, servicing existing accounts, cashing checks, taking deposits, accepting payments, completing withdrawals, balancing customer accounts, ordering checks, transferring funds from one account to another, originate specified loans, and other transactions

• Engages customers, responds appropriately to opportunities to help customers by asking relevant questions, listening to needs, and directing to appropriate teammate, delivering exceptional customer experiences

• Assists Branch Manager in onboarding new hire associates with planning, oversight, and training

• Coaches and mentors other branch associates

JOB REQUIREMENTS:

• High school diploma or equivalence required, some college a plus

• Previous experience in a financial institution or similar professional or retail services industry required

• Successful customer service and/or sales experience required

• Proven leadership capability in a prior position

• Successful account/relationship management experience a plus

• Successful operations experience a plus

KNOWLEDGE/SKILLS REQUIRED:

• Strong mentoring, coaching, and leadership skills

• Excellent customer service skills

• Excellent collaboration skills

• Detailed oriented, must be able to multi-task

• Strong verbal and written communication skills

• Ability to lead effectively in a fast-paced environment

• Basic math and accounting skills are needed with emphasis on balancing

• Basic computer literacy

• Knowledge of Word and Excel

• Knowledge or banking products and services is a plus

PHYSICAL AND MENTAL QUALIFICATIONS:

• Sitting, standing, walking to the terminal, and occasional stooping

• Requires lifting bags and/or tray of coins and bills periodically

• May require working outside designated branch hours to meet business needs

• Travel with occasional overnight travel required