Branch Manager

At Citizens Bank we help people, businesses, and communities achieve financial success to build a better future. We hope you will consider joining our team. We are seeking a full time Branch Manager to join our Muskego Branch team.

Hours/Schedule*:

Business hours: Sunday Closed, Monday - Friday 10am-7pm, Saturday 10am-2pm

Effective early 2025 this branch will be transitioning from a retail branch to a traditional branch. The hours for the new branch are still under consideration but will be aligned more closely to our traditional branch hours of M-F 8:30am-5:30pm and Saturday 8:30am-12pm.

*Hours may change at any time based upon business needs.

Description: The Branch Manager is responsible for overseeing the daily operations of a bank branch, ensuring a strategic focus on deposit growth through consultative selling, excellent customer service, meeting or exceeding branch goals, maintaining regulatory compliance, and building relationships within the community. This role includes managing branch staff, developing sales strategies, supporting portfolio management, and community involvement.

Essential duties and responsibilities:

Customer Service

• Ensure a high level of customer satisfaction by addressing customer inquiries and resolving issues promptly and professionally
• Develop and maintain strong relationships with customers and community members, fostering trust and loyalty
• Answer the phone and assist customers with their banking needs and concerns
• Monitor and evaluate customer service quality, implementing improvements as needed to enhance the customer experience
• Handle complex customer complaints and issues, escalating to higher management when necessary
• Train and coach staff on customer service best practices to ensure consistent, exceptional service
• Ensure the branch environment is welcoming, clean, and conducive to excellent customer interactions

Sales

• Promote a sales-centric customer service culture within the branch by setting and achieving sales targets
• Coach and support staff in developing effective consultative sales techniques through portfolio management and service
• Listen, assess, and explain effectively, thoroughly, and professionally the products and services that will best suit the customer’s needs
• Develop and implement branch-level sales strategies to drive growth in deposits, loans, and other financial products
• Monitor and analyze sales performance metrics, providing feedback and actionable plans to staff for continuous improvement
• Collaborate with marketing and product teams to plan and execute promotional campaigns and sales initiatives
• Identify and pursue new business opportunities within the local market to expand the branch’s customer base
• Ensure staff are knowledgeable about all bank products and services, and provide ongoing training to enhance their sales skills

Community Involvement

• Represent the bank to customers and community members in a courteous, professional manner
• Participate in local community events, outreach programs, and networking opportunities to promote the bank’s presence and services
• Develop and maintain relationships with key community leaders, local businesses, and organizations to foster goodwill and support business development
• Serve on local boards or committees to strengthen the bank’s community involvement and visibility
• Organize and participate in volunteer activities that align with the bank's community engagement initiatives

Leadership and Staff Management

• Supervise, mentor, and motivate branch staff, including tellers and personal bankers
• Conduct regular staff meetings and performance evaluations
• Schedule staff to support customer and business needs, including training and professional development opportunities
• Approve staff time off according to bank policies.
• Provide coaching, mentoring, training, and education to staff
• Manage performance and employee relations issues with confidentiality, timeliness, professionalism, and tact
• Attend interviews and recommend hiring/staffing decisions to HR
• Share relevant and important information with staff through regular meetings to address questions and concerns
• Meet one-on-one with staff members at least bi-monthly to review performance and progress on goals
• Attend relevant meetings and communicate information to staff

Operations

• Oversee daily branch operations, including cash management, transaction processing and security protocols
• Open and maintain deposit accounts (e.g., savings, checking, money market, and CD accounts, etc.) as well as other bank products and services, including add-on products (e.g., debit cards, safe deposit boxes, notary services, etc.).
• Processes teller transactions as needed including but not limited to, deposits, withdrawals, loan payments, check cashing, money orders and cashier’s checks
• Maintains prescribed security controls to protect against criminal or fraudulent activity and unnecessary risk/exposure
• Oversee vault operations with vault authority
• Handle transaction overrides with override authority
• Ensure compliance with the Bank Secrecy Act and other regulatory requirements

These additional duties may be assigned based upon branch needs:

• Safe Deposit Box access
• Vault authority
• Override authority
• Safe Deposit Box rentals
• Opening and maintaining IRA and HSA accounts
• Notary services
• Any and all other duties as assigned

Critical Competencies:

• Accuracy
• Customer Service Excellence
• Relationship Selling
• Teamwork

Requirements:

• High school diploma or equivalent required
• Associates or Bachelor’s degree preferred
• 2-3 years of banking experience required, must include personal banking experience
• Management experience preferred
• High level of professionalism
• High level of confidentiality
• Excellent professional verbal and written communication skills
• Must be proficient with Microsoft Word, Excel and Outlook
• Excellent organizational skills
• Ability to work with others as a team
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act and the requirements of the Office of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising good judgment, raising questions to management, and adhering to policy guidelines

****Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities****

Our company is an equal opportunity/affirmative action employer. Applicants can learn more about their rights by viewing the federal EEO poster at https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf