Assistant Retail Branch Manager: Abington Branch

Job Details

Job Location

Clarks Summit, PA

Description

General Responsibilities

Responsible for assisting the Retail Branch Manager in various aspects of Branch sales and operations. Responsible for performing a variety of duties to support the customer sales and service functions of a branch sales office; performs clients transactions, coordinating work within the branch sales office, as well as with other departments; reporting pertinent information to the immediate supervisor; responding to inquiries or requests for information. Responsible for performing the dual duties of this role based upon the needs of the branch and the customer volume, which will vary as service needs dictate.

Essential Duties

• Performs a variety of duties to support the customer sales and service functions of a branch through consultative and engaged interaction as a Trusted Financial Advisor of which the following are illustrative:

• Provides a passionate and engaging experience to all customers, both internal and external, and at all touchpoints, through committed execution of the Fidelity Model Experience and commitment to the Core Values of the organization; creates and sustains an environment that promotes loyalty, commitment and retention.

• Identifies the financial needs of the customer at the transaction window, platform desk, in the lobby or during out-of-office sales activities by engaging in meaningful conversations.

• Makes recommendations of appropriate products and services and provides solutions to assist in achieving the customer's financial goals through consultative conversations based on the client's needs and life cycle.

• Achieves goals from acquisition of new customers, growth of existing customers and continued retention.

• Provides direct service to customers with deposit products and services; completes the documentation and performs point-of-sale processing on all types of new accounts, e.g., loans, deposits, etc.

• Builds and strengthens relationships with present customers in order to recognize additional cross-selling opportunities through a holistic analysis of client's financial portfolio; requests referrals from customers to enhance the bank's client base.

• Solicits new business from present and prospective customers; maintains ongoing business relationships with present customers in order to take advantage of additional cross-selling opportunities.

• Achieves all sales and service initiatives within the branch sales office's annual marketing and sales plan. Gains in depth knowledge of the different banking channels and promotes opportunities to introduce the multichannel customer to these capabilities, i.e. 132 Onboarding, HP calls, e-mail correspondences. Demonstrates a strong understanding of bank technology to aid in the customer experience.

• Performs a variety of transactions and tasks including but not limited to: accepting deposits, cashing checks within approved authority and operating policy, accepting payments, processing night and mail deposits, performing other transactions as may be presented, preparing daily settlement and proof of cash transactions, maintaining approved levels of cash, balancing drawer, performing duties relating to coin machine and ATM, maintaining supplies in branch, preparing branch reports, assuming branch vault responsibility, and performing other branch related transactional, maintenance and compliance related duties as required, etc.

• Ensures error free and accurate completion of all customer needs including; account openings, loan application, servicing requests, loan closing, and routine bank transactions.

• Provides help to customers with specific inquiries or service problems.

• Provides and maintains customer service information through CRM tool on a timely basis in order that this information may be included as part of monthly and year-to-date performance reports.

• Coaches and mentors branch team on the customer experience and on operational and compliance issues.

• Assumes responsibility for branch management in the absence of the Retail Branch Manager; assists with general staffing issues; contributes to the completion of performance appraisals; administers corrective action when necessary.

• Acts as Digital Ambassador to promote Fidelity Bank's digital and alternative channel marketing.

• Directly supervises assigned personnel as follows:

• Assists in the selection of new personnel as appropriate.

• Makes provisions for the proper orientation and training of new personnel; trains new personnel as required.

• Reviews employee performance throughout the probationary period and on a regularly scheduled basis thereafter.

• Organizes, schedules, and distributes work among assigned personnel.

• Keeps personnel informed of pertinent policies and procedures affecting the office and/or their jobs; creates an atmosphere in which upward communication from employees is encouraged.

• Administers personnel policies and procedures as established by organization policy.

• Coordinates specific work tasks with other personnel within the branch; takes initiative to ensure that branch appearance standards are achieved; participates in lobby management; coordinates with service partners in order to ensure the smooth and efficient flow of information.

• Abides by the current laws and organizational policies and procedures designed and implemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior in the work place.

• Ensures understanding of the company's policies and procedures pertaining to compliance. Cooperate with, participate in, and support the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the Bank's compliance with all regulatory requirements, e.g. HMDA Community Reinvestment Act (CRA), Equal Credit Opportunity Act, etc. Complete all necessary compliance training provided to you.

• Implements the necessary internal controls and written compliance procedures within the department and responds to compliance inquires. Ensures department has gained all the knowledge and understanding of pertinent regulations, providing recommendations as a means of improving compliance controls, conducting self-assessments and creating reports if necessary to document compliance. Maintains appropriate trainings and remains up-to-date on compliance regulations while implementing regulatory changes on a timely basis. Reviewing compliance examinations, testing and self-assessment findings and taking corrective actions on any deficiencies noted.

• Reports pertinent information to the immediate supervisor as requested, or according to an established schedule; compiles information as necessary or as directed and provides data to appropriate Bank personnel.

• Responds to inquiries relating to his/her particular area, or to requests from customers, other Bank personnel, etc., within given time frames and within established policy.

• Completes all necessary training for his/her job function; engages in opportunities for enhancing knowledge of the position and pursuing career development.

Ancillary Duties

• Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.

Job Location

All levels of various branch sales offices as assigned or needed

Equipment/Machines

• Telephone

• PC/Computer keyboard

• Printer

• Calculator

• Fax machine

• Copy machine

• Scanner

• Coin machine(s) and cash recyclers

• Sorter

• Currency verifier

• Combination lock

• Drive-up Teller tube

• Office doors and security equipment

• Auto (required for floating Universal Banker position)

Qualifications

Basic Qualifications

Education/Training: Associate degree or equivalent experience; specialized bank sales and product education and training required.

Skill(s): Proficient reading, writing, grammar, and mathematics skills; moderate typing skills; proficient PC skills; proficient interpersonal relations and communicative skills; excellent customer service skills; excellent needs based selling skills; superior knowledge of bank deposit and loan products and services, along with the operating policies and procedures that impact these products; ability to lift items weighing 50 lbs. or less; visual and auditory skills; valid driver's license required for floating Universal Banker position.

Experience: A minimum of four (4) years' experience in related Customer Service and Sales positions preferred; Banking and supervisory experience preferred.