Branch Services Lead

Carter Bank Ridgeway , VA 24148

Posted 5 months ago


Oversees and provides customer service at the Branch, including transaction processing, opening new accounts, explaining deposit, loan and digital products and services, referring customers to key partners and servicing existing accounts. Assists by gathering customer information to acquire new relationships and grow / retain existing relationships. Responsible for using and demonstrating use of systems and tools to process transactions and balance cash and transaction work at the end of the business day. Oversees and maintains appropriate controls (keys and/or combination), balancing, and creating tickets for cash buy/sell. Oversees and assists with monthly cash count, verifying and distributing cash and coins as required. Oversees and adheres to regulatory, audit and operating policies and procedures. Compiles information, reviews reports and monitors key metrics for Branch Services teammates. Attends training, assures teammates are trained and stays informed to meet performance expectations. Oversees adherence of team time and attendance policies and prepares schedule for Branch Manager approval.


  • Consistently demonstrates effective use of Carter Connect operating model concepts and practices to develop defined behaviors and skills

  • Assists Branch Manager in developing and overseeing execution of Branch Go-To-Market strategic plan. Participates in execution activities

  • Consistently delivers exceptional customer experiences per Service Standards

  • Engages and connects with customers in the lobby to assist or direct to appropriate teammate

  • Proactively identifies opportunities to help customers by asking relevant questions and listening to needs

  • Demonstrates effective use of conversation skills, may recommend consumer products and services, including checking and savings accounts, digital and convenience tools) Online and mobile banking, eStatements, etc.)

  • Provides expertise in resolution of complex customer questions and problems, escalating for assistance if needed

  • Effectively identifies and submits quality referrals to branch teammates and key partners

  • Demonstrates proven expertise in operating process and system navigation effectiveness

  • Oversees adherence to compliance, regulatory and operating policies and procedures

  • Provides or gets assistance with overrides and exceptions

  • Effectively completes transactions for consumer and commercial customers. Oversees review of other teammate work to ensure accuracy

  • Reads all required communication and assures appropriate action is taken by branch teammates

  • Proactively reviews and analyzes reports on individual and team productivity and performance

  • Takes responsibility for developing new skills and behavior competencies. Manages own development action plan. Oversees development action plan for Branch Services teammates

  • Leads and consistently contributes in performance cadence activities

  • Proven expertise in teammate collaboration

  • May attend bank sponsored events to serve citizens and community, enhancing the visibility of the Bank

  • Oversee and adhere to teammate attire and presentation per bank standards

  • Oversee and adhere to time and attendance policies

  • Responsible for meeting defined expectations and achieving performance goals in all areas of responsibility. Models and coaches to personal accountability with Branch Services teammates

Job Requirements


  • High school diploma or equivalence required

  • Three or more years branch service experience in a commercial bank, or previous cash handling experience

  • Minimum 1 year supervisory experience or proven leadership capability in prior position

  • Bank teller/operations exposure is a plus

  • Successful customer service and /or sales experience

  • Successful operations experience a plus


  • Excellent customer service skills

  • Detailed oriented, must be able to multi-task

  • Excellent communication skills, both verbal and written

  • Ability to lead effectively in fast-paced environment

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

  • Knowledge of banking products and services a plus

  • Complete all required compliance training by established deadlines

  • Ability to maintain confidentiality

  • Ability to oversee the work of others


  • Must have computer skills

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

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

  • May be required to work overtime periodically

Carter Bank & Trust provides equal employment opportunities (EEO) to qualified employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or status as a covered veteran in accordance with applicable federal, state and local laws. EOE/AA/M/F/Veteran/Disability

No Agencies Please

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Branch Services Lead

Carter Bank