Division: Retail Banking
Reports to: FVP, Regional Branch Manager
Location: 1363 Allen St, Springfield, MA
Directs branch operations and generates sales of Bank products and services while ensuring an exceptional customer experience both individually and as the team leader of the entire branch.
Manages branch sales and operations; e.g., stays abreast of new products/services/promotions. Educates and trains staff, maintains awareness of Federal/state banking regulations. Ensures team execute Branch Consistency standards and provides an exceptional customer experience. Promotes process improvement and expense control initiatives. Ensures proper appearance of branch, maintenance of equipment, appropriate inventory/supply levels. Ensures branch/staff conformity to branch security system and adherence to proper cash and balancing controls. 20%
Develops business; e.g., educates customers on products/services and advises appropriately based on needs, capitalizes on cross-selling opportunities. Promotes business development by contacting and calling on existing or potential customers to solicit business and promote products/services. Provides leadership and coaching to all team members in order to achieve quarterly branch goals via team meetings, in-branch campaigns and teller referrals. Refers business to other departments through the Company's Saleforce referral system. Represents Bank in appropriate community organizations and lives the company's corporate social responsibility values. Attends Chamber and outside events as a Bank representative for networking opportunity. Is an active and supportive member of all internal committees, programs and initiatives. 45%
Performs supervisory duties; e.g., coaching, performance management and people development, salary adjustments, transfers, resolves personnel problems, advises and counsels subordinates, delegates workload, conducts team meetings. Ensures staff is highly skilled, cross-trained as needed, and motivated to meet branch goals and objectives. 20%
Utilizes customer service skills to determine and meet customer needs and performs more complex or unusual customer operations. Responds to routine legal issues; e.g., Powers of Attorney, estates, trusts. Ensures safe deposit box (as applicable) operation conforms to bank's procedures. 5%
Serves as part of loan origination process; e.g., answers customer inquiries, collects information, processes loan applications (i.e. Consumer, Mortgages (referred), Home Equity, & Small Business Loans), performs loan closings where applicable. 10 %
Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one's duties
Available to work Saturday hours as required.
Must be eligible to be registered in the Nationwide Mortgage Licensing System & Registry for purposes of SAFE Act.
Branch Officer or AVP, Branch Officer level is designated based on a combination of many factors, as well as individual branch needs and individual manager performance and capabilities.
Quantitative Factors: Evaluated Factors:
Deposit Size Branch Efficiency
Staff Size Branch Audit Results
Transaction Volume and Complexity Customer Experience Rating
Customer/Business Development Overall Branch Performance
Staff Development & Performance Management Manager's Overall Performance
5 years' experience in branch banking
Skills & Knowledge:
Customer service/sales skills
Problem solving ability
Strong communication skills
Ability to handle multiple tasks
Technically proficient in operations & procedures
Berkshire Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.