Banking Center Manager

Position Title: Banking Center Manager

Reports to: Market President and/or Retail Banking and Treasury Manager

Classification: Full-Time/Exempt

Summary/Objective
The banking center manager is responsible for the overall sales, production and profitability of the retail branch, including operations, product sales, customer service, community involvement and security and safety in accordance with the Bank's objectives. Develops new deposit business; provides a superior level of customer relations and promotes the sales and service culture through coaching, guidance and staff motivation. Strives to achieve individual and branch goals through new business sales, referrals and retention of account relationships. Provides leadership, training and supervision; delegates day to day operations to branch personnel as necessary. Must display and support MRV Banks core values of gets stuff done, reliable & consistent, solution oriented, competent and capable, growth mindset and going the extra mile.

Essential Functions

• Support the bank's strong relationship banking culture through on-going customer contact, quality customer service and superior product knowledge;
• Adheres to MRV Banks' standards, supporting a favorable environment for open communication and addresses concerns or problems in an open manner;
• Maintains trustworthiness, character, professionalism, confidentiality and honesty in dealing with internal or external customers;
• Maintains a positive, friendly atmosphere in the banking center and insures customers, prospective customers, MRV partners, vendors, community representatives and all others interacting with banking center staff receive exceptional customer service.
• Able to shift smoothly as priorities and demands changes.
• Must be flexible, versatile and even-keeled.

Sales/Customer Service:

• Takes the lead in acquiring, expanding and retaining customer relationships by partnering with Loan Officers and/or Market Presidents to develop a business development strategy and by partaking in business calls;
• Develops new customer relationships and/or retains and expands existing relationships by proactively listening and identifying customer opportunities utilizing fundamentals of cross-selling to achieve personal and branch goals and when necessary will work cooperatively with appropriate internal team members;
• Actively participates in business development opportunities (e.g. phone out-reach, community events or groups, meetings with local businesses) to establish visibility in the community and drive business to the branch;
• Proactively educates customers on utilizing available access channels;
• Resolves customer complaints promptly and effectively. Takes responsibility for all customer complaints and problems until resolved;
• Implements strategies to achieve sales benchmarks and objectives;
• Maintains thorough knowledge of bank policies and procedures covering regulatory requirements including but not limited to, Bank Secrecy Act, Expedited Funds Availability, Truth in Savings, Electronic Funds Transfer, FDIC insurance, Customer Privacy and Information Security; and,
• Maintains a superior level of knowledge regarding all bank products, services and operating processing and ensures staff members are able to access and use available internal resource. This includes but is not limited to consumer and business digital and cash management products.

Personnel Management:

• Able to display empathy and build bridges with colleagues.
• Occasionally may serve as a dynamic thought partner and innovative leader, based on broad understanding of the business, its progress, and its current needs.
• Liaison between teams, helping others get up to speed even when they have just a general understanding of a concept or project.
• Versatile communicator, adept at catering to the strongest drives and behaviors of different team members.
• Balance conflict, both in terms of work priorities and when differences in opinion arise.
• Inherent sense for team dynamics - understanding when to be vocal, when to motivate others more subtly, when to delegate, and when to let team members work things out on their own.
• Provides team leadership, recognition, supervision, training, coaching, discipline, performance evaluations;
• Addresses and resolves employee issues;
• Facilitates training on new branch initiatives, marketing and new products by working with the Chief Operations Officer;
• Motivates employees by incorporating the branch's goals into daily communications and by recognizing and rewarding staff for their contributions;
• Coaches and develops the sales and service skills of branch team members; and,
• Supervises and observes employees in action; provides both formal and informal coaching on an ongoing and consistent basis to establish best sales practices and to provide excellent customer service.

Branch Management:

• Plans, coordinates, and monitors the overall activities and operations of the branch, including tracking and monitoring sales, customer service, and performance against established plans and objectives;
• Consistently looks for opportunities to improve branch profitability and deposit growth of the branch;
• Ensures compliance with laws, regulations and company guidelines pertaining to non-lending functions and provides or coordinates required staff training at least annually;
• Maintains thorough knowledge of procedures required for ATM/ITM settlement, night depository, vault cash, cash recycler, safe deposit, opening/closing procedures, ordering cash, preparation of cash for shipment and receipt of cash shipment as applicable;
• Ensures efficient and effective operation of the banking center utilizing the most current procedures and processes established for MRV banking centers and ensures staff members are trained on procedures and processes.
• Coordinates the banking center's Starz 50 program manager and other coordinators to insure maximum program growth and success;
• Works with the Market President to foster a culture of positivity and teamwork with the goal of providing excellent customer service. This includes but is not limited to conducting weekly staff meetings to share news and discuss banking center goals, changes, concerns, upcoming events and other information;
• Coordinates banking center participation in community or special events as delegated by the market president;
• Provides facilities management for the banking center coordinating with the market president and COO to schedule and manage banking center vendors;
• Maintains attendance with the ability to work a schedule that may include working overtime, nights, weekends and holidays;
• May be asked to assist at various branches across MRV Bank's footprint;
• Completes and performs any other duties as assigned.

Competencies

• Communications Proficiency
• Technical Capacity
• Organizational Skills.
• Financial Management
• Problem Solving/Analysis.
• Teamwork Orientation.
• Customer/Client Focus

Supervisory Responsibility

The banking center manager supervises the personal bankers within their branch.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, fax machines and cash recyclers and scanners.

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. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Occasional lifting & bending related to document filing and maintaining branch supplies is required as needed.

Required Education and Experience

• Associate's degree or high school diploma or equivalent;
• Three years' banking/finance sales and customer service;
• Equivalent combination of education and experience;
• Familiar with marketing techniques, such as cold-calling, to help build a customer base;
• Experience in managing people in a goal setting environment where compensation was goal driven with multiple product sales;
• Demonstrated positive and helpful attitude toward both internal and external customers;
• Good interpersonal communication skills, including the ability to use effective communication skills, understand procedures, and speak clearly to customers, employees and supervisors; and,
• Good computer skills.

Preferred Education and Experience

• Bachelor's Degree
• Bank or professional office or banking experience
• Deposit bank experience.
• Excellent understanding of the Bank's products and services;
• Proficient in business products (i.e. Cash Management, Remote Deposit Capture)

MRV Banks is an Equal Opportunity Employer. MRV Banks is committed to providing equal opportunity and advancement to all qualified employees and applicants without regard to race, color, ancestry, national origin, sex, gender (including pregnancy), gender identity, sexual orientation, religion, disability, handicap, military or veteran status or any other legally protected status. Employee Polygraph Protection Act | | Right to Work | EEO Supplement