SUMMARY: The Assistant Branch Manager assists with directing, overseeing, and administering the operations of the branch. Under the guidance of the Branch Manager, this position functions as part of the branch management team, handles management responsibilities in relation to the Relationship Guides, and performs Branch Manager’s duties in her/his absence. The Assistant Branch Manager promotes the Bank’s relationship sales culture, provides an outstanding customer experience and seeks to acquire, deepen and retain customer relationships. Professionalism, leadership, being a positive role model and promoting teamwork are key to this position.
Directly assists the Branch Manager with all management functions including staffing, scheduling, performance management, training, one on one’s, coaching, and employee recognition and development.
Coaches branch staff on sales, service and operations.
Leads branch meetings and huddles relating to products, sales and service and operations.
Supports management’s decisions and fulfills responsibilities in a professional manner while serving as a role model for staff.
Keeps staff informed of any regulatory banking information and changes.
Performs the Branch Manager’s duties in her/his absence.
Informs staff of position meeting updates.
Creates an outstanding customer experience that is personalized, responsive and convenient.
Effectively engages in conversations with customers and seeks to understand their needs.
Ensures that customers are serviced in a timely, accurate and thorough manner.
Knows all Bank products and services, and effectively discusses them with customers while addressing specific benefits related to their banking needs.
Seeks to build, deepen and retain customer relationships by anticipating and assisting with customer banking needs, effectively handling questions, complaints and providing solutions.
Educates customers on how to access RFSL 24-7 through the various channels. Guides customers step by step through processes (i.e. online banking, ATM PIN reset).
Sets the example in customer service delivery for other branch team members to emulate; knows the branch customer base and customers’ typical banking activity.
Serves as product knowledge branch expert having thorough knowledge of product features and benefits and the ability to sell the benefits to customers. Provides product knowledge training for branch staff.
Embraces the Bank’s relationship sales culture by acquiring relationships with new customers and deepening and retaining relationships with existing customers.
Initiates conversations with customers by asking open ended questions to understand financial needs.
Maintains a visible presence with customers throughout the branch including lobby, platform and teller line.
Identifies and refers potential lending opportunities to the appropriate department.
Participates in outbound customer calling efforts.
Assists with directing, overseeing, delegating, and completing the daily operations to include management of security procedures, audit control, reporting, settlements, physical branch maintenance, proper branch opening and closing, and adherence to all policies and procedures.
Runs a teller drawer as needed and processes transactions which may include: checking and savings deposits and withdrawals, loan transactions, safe deposit box payments and official checks.
Opens new accounts to include checking, savings, CDs, IRAs, and business accounts and takes credit card applications.
Applies thorough knowledge of account parameters and regulations to the opening, servicing and maintenance of each account type.
Assists customers in completing and signing documents necessary to open new accounts. Reviews new account documents for accuracy.
Performs proper procedures to close accounts (i.e. CD maturity).
Processes the following: CD penalties, stop payments, ACH stop payments, currency transaction reports, PIN resets, debit card and ACH disputes, debit card orders and wire transfers.
Maintains customers’ files and records, and scans documents into records management system.
Updates and creates events on the Customer Relationship Management (CRM) system.
Seeks to identify customer transaction patterns to protect customers’ security and report unusual patterns and coaches staff members to do the same.
Demonstrates a positive mindset within the branch and in interactions across Rosedale Federal.
Takes ownership of completing branch responsibilities and assigned projects.
Trains new branch staff.
Communicates relevant knowledge and information, as appropriate, with team members.
Assists with staffing in other branches as needed.
Actively participates in meetings, training and other learning opportunities to further develop knowledge of products, services and banking regulations.
Completes all assigned online or in-person Compliance, Human Resources, and Departmental training modules/classes.
Participates in community activities supported by Rosedale Federal.
This list of essential functions is not necessarily exhaustive and may be supplemented, or otherwise revised by the employer, at its sole discretion.
SECONDARY JOB FUNCTIONS
Other duties may be assigned.
SKILLS REQUIRED TO PERFORM THE DUTIES OF THE JOB
Excellent customer service and verbal and written communication skills.
Strong interpersonal skills.
Demonstrated initiative and ability to sell and cross sell products and services to build and deepen customer relationships.
Effective problem solving and decision- making ability.
Accurate and detail-oriented.
Strong multi-tasking and organizational skills.
Ability to count large sums of cash and coin.
Solid knowledge of personal computers.
EDUCATIONAL AND EXPERIENCE REQUIREMENTS
High School diploma, or equivalent.
2 to 5 years of experience in the Relationship Guide role or comparable experience. 1 to 2 years of supervisory experience preferred.
WORKING CONDITIONS / PHYSICAL REQUIREMENTS
Must be able to remain in a standing position for long periods of time (50%-75% of the time)
The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
May be required to assist at other branch locations based on business need.
Ability to work a schedule that may include evenings and weekends and flexibility during the week.
Must be able to lift up to 60 pounds.
Rosedale Federal Savings & Loan Association is an Equal Opportunity Employer, including disabled and vets.