Digital Branch Manager

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Job Type

Full-time

Description

Position Summary:

The Digital Branch Manager is responsible for managing sales and operations of the digital branch and ensuring policies and procedures are being followed. Responsible for delivering an exceptional customer experience through our virtual platform while assuring consistency and alignment with all banking products and services.

Duties and Responsibilities:

• Adds value as a key member of management; understands the business, financials, industry, customers and strategy. Partners across the organization to connect digital branch services and operations with other departments, services and products.

• Supervises digital branch employees, provides direction, coaches, trains and develops, and manages performance to company goals and expectations. Leads operational and sales meetings and other meetings as needed.

• Manages the daily operation of the digital branch through ensuring policies and procedures are being followed, reports are completed; oversees maintenance and security of digital branch including rigorous focus on data/IT security policies; keeps up to date on government regulations and the association's policies and procedures regarding lending, savings, and operations.

• Directs activities of staff to ensure achievement of goals including sales, cross-selling, and referrals of Bank products and services; leads and participates in campaigns including customer calling programs; coaches and mentors staff to ensure their use of appropriate sales skills and techniques; works with Marketing to promote the bank and drive more traffic to the digital branch; ensures quality customer service.

• Schedules staff appropriately to ensure operational coverage and provides operational support during times of heavy volume and/or low staffing. Approves and monitors time off per company standards. Communicates effectively with staff and stakeholders regarding staffing changes and hours of operation.

• Meets Digital Branch Manager individual goals and target production standards through engaging customers in meaningful conversations and virtual interactions to determine their needs and assists the customer in choosing appropriate Bank products and services; cross-sells bank's products and services by using insights gained about the customer's needs and meets established cross-selling ratios; provides investment, mortgage, and business banking referrals, and follows up on referral opportunities to achieve branch and Bank goals; responds to customer inquiries regarding bank products; takes consumer applications; follows-up on the processing and closing of loans; opens and closes accounts with accuracy and in accordance to bank policy and applicable regulations.

• Interacting with customers through our virtual customer platform, serves as the digital branch's primary customer relations representative and resolves customer complaints; approves customer transactions and overrides; responds to customer inquiries.

• Maintains membership in an approved community organizations and participates in community events/trade shows to develop and strengthen referral and customer relationships, and to develop business relationships with outside organizations.

• Manages sales activities in digital branch; coaches and trains employees on sales approaches; ensures staff sales goals are met; uncovers sales opportunities.

• Establishes relationships with current business customers and expanding business relations to drive commercial sales via outbound calling activities.

• Manages service providers and vendors effectively; structures relationships with service providers in a strategic manner; sets expectations; develops performance metrics; measures vendor performance, provides feedback and holds accountable.

• Complies with all applicable banking laws and regulations, including, but not limited to the Bank Secrecy Act, USA Patriot Act, and related anti-money laundering statutes, and federal consumer protection legislation and regulations.

• Other Duties as assigned.

The duties outlined above are a summary and may not be an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties. All job descriptions may be amended at any time at the sole discretion of FMHC.

Requirements

Qualifications and Skills:

• 5 to 7 years is of experience in Retail or Digital Banking is required.

• 3 to 5 years of supervisory experience is required.

• Experience with Customer Service is required.

• NMLS Number and Notary required.

• Valid Driver's License is required.

• Proficiency in MS Office [Outlook, Excel, Word] or similar software is required. Loan Origination Software, Cleartouch, OnBase, various government and investor software/web portals is preferred.

• High School Diploma or equivalent is required; Bachelor's degree is preferred.

Necessary competencies:

• Resilience

• Communication

• Service Orientation

• Interpersonal Awareness

• Business Acumen

• Decisiveness

• Leads for high performance

• Organizational Skills

• Attention to Development

Physical Environment

• While performing the duties of this job, the employee is regularly required to lift, walk, stand, sit, bend, reach with hands and arms, climb, push/pull, use hands, and see, hear and speak.

• The employee must occasionally lift and/or move up to 25 pounds.

• The noise level in the work environment is usually quiet to moderate.

• This position is performed in an office/hybrid setting, Able to work days and hours digital branch is open. Able to work as required and be on call for any emergencies 24 hours a day, 7 days a week.