205 - Sabraton Management - Retail Relationship Manager

Job Reporting Relationships             Supervised by:            Director of Retail or Managing Director of Consumer Services            Supervises:                 Senior Relationship Advisor, Relationship Advisor II & I Basic QualificationsEducation/Training:  A high school diploma or equivalent required, an associate degree in financial related discipline preferred; successful completion of First United Bank & Trust Training Program; obtain and maintain appropriate Bank Product Knowledge Certification; obtain and maintain active Nationwide Mortgage Licensing Registry (NMLS) and complete appropriate SAFE Act training. Skill(s):  Above average communication (face to face, phone and written) and interpersonal relations skills; proficient analytical and mathematics skills; above average attention to detail; ability to multi task; experience working in a team environment and developing relationships; exhibits problem solving skills; PC and Internet proficient; proficient eye-hand coordination; ability to operate various office machines; ability to lift approximately fifty (50) lbs. of coin; visual and auditory skills. Experience:  A minimum of five (5) to seven (7) years prior retail banking experience or related work in retail sales, customer service and/or operations  experience, and one (1)  to three (3) years prior sales management/supervisory experience normally required. General ResponsibilitiesResponsible for leading and developing the retail advisor team, provide sales leadership and management and achieving the sales performance expectations of a community branch office.  Performs and assists a broad range of tasks of the highest complexities and scope to ensure branch operations excellence.  Builds rapport with new and existing customers by utilizing the CARE Program process to meet and support individual, business and organizations goals and values.  Must have lending proficiency and maintain and active NMLS registration status.  Must display principles of core values including teamwork, accountability, passion for helping others, communication, service oriented and continuous improvement. Essential Duties  1.      OperationsManages branch sales initiatives, providing sales leadership, meeting or exceeding team goals and branch operations.Responsible for sustainable revenue growth, asset quality and profitability.Coordinate, develop and implement branch plan and realign as needed to meet specific performance goals.Responsible for the personnel administration including hiring, training and development, schedule oversight, corrective action and performance management.Must also balance customer experience with Bank goals and values.Ensure branch is compliant with all banking regulations.Ensures all safety and security procedures are followed.Works with team to effectively manage the branch “book of business” for expanding customer relationships.Adheres to First United Bank & Trust’s culture and responsible for creating brand awareness through networking and branch events.Maintains a professional branch appearance and inviting for customer engagement.Adheres to the Marketing department guidelines and branding initiatives.Manages the accurate transaction processes performed by Relationship Advisors including processing checks, cash and the sale of negotiable instrument transactions adhering to the Bank’s current policies and procedures.Ensures all cash drawers and Vault are balanced and monitors own cash transactions for accuracy when required to staff a service pod.Oversees and performs daily branch activities such as safe deposit duties, opening and closing branch and vault, other duties as assigned.Schedule and prioritize work activities, effectively handling frequent interruptions while following up on commitments in a timely manner.Able to effectively discuss process and close all types of deposits and lending products.Maintains an active NMLS registration status.  2. Sales & Uncommon Customer Experience Works with the Director of Retail to develop and implement plans to drive organic growth and achieve annual branch performance goals.Creates and implements specific plans to support the client advisor strategy, including building client advisor relationships to drive branch growth and expanding the use of service technologies to improve operating efficiencies.Provide uncommon customer experience by adhering to the service standards.Responds promptly to the most complex customer needs and requests for service.Exhibits good listening skills and speaks clearly in positive and negative situations.Ensures staff maintains up to date knowledge of products, services, technology and regulations.Confidently recommends appropriate products and services designed to meet customer needs in a pleasant and professional manner, building rapport and demonstrating a genuine interest in helping the customer.Recognize and recommend appropriate solutions through a series of relevant questioning utilizing our CARE Program tools to meet or exceed individual sales goals.Ability to balance business needs with customer requests while managing potential risk and profitability to the bank; ability to resolve the most complex problems.Personalizes each customer interaction while accurately processing banking transactions.Maintains strong customer relationships to expand cross sell opportunities and expanding customer relationships.Proactively maintains a self-developed pipeline of customers and prospects for future opportunities with the objective of meeting or exceeding assigned goals. Maintain an active role in the community and leverage these opportunities for business expansion. 3.Teamwork Develops agenda and executes branch daily huddles and follows through on team commitments.Contributes to a positive working environment by developing trusting and cooperative relationships with customers and work associates.Works with the Director of Retail to develop and implement performance management activities. Applies constructive feedback and coaching to improve individual performance.Provides sales coaching and guidance to associate for referral opportunities to team sales members. Grow capabilities of branch associates by providing guidance as well as developing individual career plans to foster a true trusted advisor culture.Recruit, build and sustain a team of retail associates who are capable of delivering trusted advisor and consultative sales results and proper risk management. Proactively builds mentor connections for team associates.4. Coordinates specific work tasks with other personnel within the department as well as with other departments in order to ensure the smooth and efficient flow of information. 5. Abides by the current laws and organizational policies and procedures designed and implemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior in the workplace. 6. Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the bank's compliance with all regulatory requirements, e.g. Community Reinvestment Act (CRA), Bank Secrecy Act (BSA), Equal Credit Opportunity Act, etc. 7. Maintains and monitors branch performance reports and continually communicates results to team associates. Reports pertinent information to the immediate supervisor as requested, or according to an established schedule; compiles information as necessary or as directed and provides data to appropriate bank personnel.8. Responds to inquiries relating to his/her particular area, or to requests from customers, other bank personnel, etc., within given time frames and within established policy.9. Performs other related duties as assigned.   10. Directly supervises assigned personnel as follows: Manages the recruiting and selection of new personnel as appropriate.Makes provisions for the proper orientation and training of new personnel.Reviews employee performance throughout the probationary period and on a regularly scheduled basis thereafter.Organizes, schedules, and distributes work among assigned personnel.Keeps personnel informed of pertinent policies and procedures affecting the office and/or their jobs; creates an atmosphere in which upward communication from employees is encouraged.Administers personnel policies and procedures as established by bank policy. Ancillary Duties Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances. Job Location                        Various locations as assignedEquipment/Machines TelephoneCalculatorCopy/fax/scanning/printing machinePC/Computer keyboardCurrency/Coin machinesBranch Capture equipmentCash advance/Cash dispense/Cash recycler equipmentATM machinesSorterCurrency verifierCombination lockCheck cutterOffice doors & security equipment