What are the responsibilities and job description for the Branch Manager position at Glacier Bancorp, Inc.?
The Branch Manager provides oversight, guidance, and coaching to the Personal Bankers (PB), Customer Service Coordinators (CSC), and Customer Service Representatives (CSR) within the branch. The manager contributes to the growth of the branch by selling all retail deposit and loan products, building relationships and referral networks, and coaching the staff to do the same. The Branch Manager is responsible for the day to day activities of the branch and works along side the staff to maintain a cohesive work environment and contribute to the high standards of the Customer Experience.
The Branch Manager is a member of the retail banking team and provides leadership and guidance within the branch to assure that growth and profitability goals are met through delivery of an exceptional customer experience that supports the culture and values of Valley Bank.
RESPONSIBILITIES
CUSTOMER EXPERIENCE (CX), VALUES, AND CULTURE
Demonstrate and communicate the standards for the CX so that branch staff has an understanding of the expected service quality.
Work closely with the branch PB, CSC, and CSR teams to see that all processes and procedures used to deliver the Customer Experience are efficient, effective, and consistent with the values.
Monitor the quality of service, phone traffic, and wait times during all hours of business to be sure that staffing is adequate and service standards are upheld. When necessary this may require working extended hours to help with demand.
Maintain the branch facility and equipment to ensure that the physical CX adheres to the standards. Report issues to the Facilities Manager for resolution.
Inspect the level of service by using third party shops, customer follow up, and other monitoring tools. Review and analyze the feedback. Work with the retail management team to identify opportunities to improve or enhance the CX while ensuring uniformity throughout the branches.
BRANCH SALES, PROFITABILITY, AND GROWTH
Establish, build, and maintain customer relationships by modeling effective, proactive, and consultative sales and service behaviors. Greet, engage and actively profile customers according to established procedures. Present solutions and recommend appropriate products and services utilizing a defined process both in person and on the phone. Meet individual and branch goals.
Define and outline branch objectives and goals through participation in the strategic planning process. Ensure that the plan is manageable and effective while staying customer focused and growth oriented.
Establish relationships and maintain involvement with the business community where the branch is located. Participate and take a leadership roll when appropriate in events and/or issues that support the local neighborhood. Be a good neighbor and good steward of the local economy.
Collaborate with other department managers and Branch Managers to maintain an efficient and effective referral process. Solicit feed back for process improvements to enhance the Customer Experience.
Monitor all PB, CSC, and CSR functions to assure that systems, policies, and procedures are in place to achieve goals while maintaining credit quality, accurate documentation, and compliance with all applicable regulations.
Contribute to the retail management team by providing insight on branch performance, growth, and profitability. Collaborate with team members to ensure open communication and a free exchange of ideas to help support the success of the bank as a whole. 3.
PERSONNEL AND STAFF DEVELOPMENT
Maintain a cohesive, team oriented work environment within the branch that reinforces the values and culture of Valley Bank.
Model a professional appearance and behavior inside and outside the bank. Reinforce the same behaviors with branch staff.
Ensure that PB, CSC, CSR are trained in their areas of responsibility. Facilitate on-going training to develop skills and expertise within their field and to stay abreast of changes that affect their respective jobs.
Maintain appropriate staffing levels and shift schedules to maximize the customer and employee experience while effectively managing overtime.
Provide periodic, timely, and consistent observation and coaching sessions for each staff member to reinforce skill development in their areas of responsibility with the goal of enhancing the quality of service and the Customer Experience.
Monitor job performance for branch PB, CSC, CSR. Provide timely feedback and guidance through open communication and positive reinforcement. Assist with outlining plans for growth and career development.
Model the spirit of community service through volunteer work with local organizations and non profits. Provide leadership and share expertise through serving on boards and committees when appropriate. Encourage branch staff to do the same.
COMPLIANCE
The Branch Manager ensures compliance with all applicable laws and regulations, including but not limited to the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Controls, as well as company polices and procedures.
Respond timely to compliance and audit recommendations to keep exceptions and review findings to a minimum.
Complete all required BVS courses and other assigned training in a timely manner.
About You
QUALIFICATIONS:
Education and Experience:
High School diploma or equivalent.
At least 2 years lending experience.
KNOWLEDGE, SKILL, ABILITY:
Must have the ability to work under pressure.
Must be able to work quickly and accurately.
Ability to understand and follow written and oral instructions.
Ability to communicate effectively verbally and in writing.
Some knowledge of keyboarding or computer.
Ability to establish and maintain effective working relationships with employees, other departments and the public.
Ability to use listed tools and equipment.
Working knowledge of New Accounts operations.
Basic understanding of computer systems.
Ability to maintain professionalism with disgruntled customers
Working knowledge of lending practices.
WORK ENVIRONMENT: While performing the duties of this job, the employee constantly works indoors, works with others and works around others. The noise level in the work environment is usually moderate.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is often required to: sit; use hands in repetitive motions to finger, grasp, handle or feel; and talk or hear. The employee is occassionally required to: stand; walk; and lift or reach with hands and arms. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance. Must be capable of climbing / descending stairs in an emergency situation.
What We Offer
COMPENSATION & BENEFITS: Salary is dependent upon relevant experience. We offer an extensive benefits package that includes, but is not limited to, flexible health coverage options: medical/dental/vision (partially employer paid with competitive premiums), health rewards program, possible employer contribution to a Health Savings Account, Employee Assistance Program (EAP); life insurance; 401K retirement plan with immediate vesting (up to 3% employer match, 3% automatic employer contribution, and profit sharing); discounted banking products and services; paid vacation/sick days, and paid holidays.
COMPANY OVERVIEW: At Glacier Bancorp, our employees are our most valuable asset. We seek qualified individuals who enjoy people, are innovative and eager to learn. We are dedicated to providing opportunities for personal advancement and professional growth by investing in the tools and training needed to build a personalized career path for you.
Glacier Bancorp, Inc. is a regional bank holding company headquartered in Kalispell, Montana with assets greater than $12 billion, operating in numerous community bank divisions across 8 states (Montana, Idaho, Utah, Washington, Wyoming, Colorado, Arizona and Nevada). We pursue a community banking philosophy, emphasizing personalized service combined with the full resources of a large banking organization. Over the years, Glacier Bancorp has received numerous awards for stability and soundness, and has repeatedly ranked among the top 10% in the nation for financial strength.
We are an Equal Opportunity Employer and qualified applicants or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, age, genetic information, protected veteran status, or any other category protected by applicable federal, state or local laws.
Glacier Bancorp, Inc. does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.
No Recruiters or unsolicited agency referrals please.
Salary : $12 - $0
