SUMMARY

This position is responsible for directing the activities of a market of the bank. This entails supervising various personnel and dealing with customers and their needs. Other responsibilities include preparing branch reports, ensuring compliance with rules and regulations, and representing the bank in the community.

ESSENTIAL FUNCTIONS

Operational/Administrative

Attends to the retail banking needs of customers and prospective customers according to the bank's established procedures, schedules, and directions.

• Supervises and directs market branches including opening and closing procedures, and
• Reviews the market audits and works with the Retail Officer to resolve
• Handles customer complaints and advises customers with special
• Accepts responsibility for operational and administrative matters supporting profitable operations and attainment of branch/market goals.
• Ensures branch's cash levels are within established
• Ensures account documents are
• Maintains dual control requirements as
• Understands the role of Teller, Head Teller, CSR, and Lead
• May have to fill in for the positions of Teller and
• Will visit each branch weekly to audit work of front line, update front line on changes or new products, and coach on customer service delivery.

Leadership and Supervision

Responsible for supervising and developing Tellers and CSRs in the branches with direct supervision of Lead CSRs and Head Tellers, with support from the Retail Officer.

• Partners with the Retail Officer to maintain overall responsibility for all aspects of assigned market's retail network, including the implementation of strategies and establishment of goals to achieve growth, profit, operational efficiency, and customer service objectives.
• Work in conjunction with Human Resources, Retail Officer, and supervisors to interview and hire new front-line employees
• Provides assistance and orientation, explains standards, defines performance desired and clarifies accountabilities for Tellers, CSRs and Lead CSRs.
• Provides assistance, on-the-job training, coaching and mentoring and is a resource for front line employees.
• Coordinates scheduling and daily work routines/assignments and ensures branch coverage. (Including vacations, attendance, time sheets etc.)
• Work with the Retail Officer to delegate more duties to direct reports to prepare them for future advancement.
• Directly responsible for evaluating, Lead CSR and Head Teller performance by completing required performance reviews following established guidelines. Responsible for approving all indirect reports (Tellers and CSRs) evaluations prior to submission to the next level of approval.
• Work in conjunction with Human Resources, Retail Officer, and supervisors with regards to document and resolve disciplinary issues within the branches.
• Support branches in carrying out programs to meet identified goals, in implementation of new procedures, introduction of new products, and defining training needs to the staff based on review of performance and team/individual suggestions.
• Takes advantage of day-to-day opportunities to coach team
• Leads in the implementation of system changes to support new products, ensures system integrity, and recommends program changes to more efficiently and effectively support services offered.
• Enforces, through subordinates, compliance with all federal and state regulations that impacts the retail division.

Marketing & Service

A "champion" of a marketing and service culture ensuring prompt, efficient, and exceptional customer service.

• Exhibits a role model for branch teams in building, maintaining, and enhancing relationships with customers.
• Serves customers following bank standards in a professional, efficient, and courteous manner and, where applicable, provide efficient problem resolution as required.
• Develops and coaches branch team in providing exceptional service (building sales through relationship management) and meeting bank goals.
• Ensures effectiveness and efficiency in customer traffic flow and staff utilization to ensure established standards and guidelines are achieved on a daily, weekly, and monthly basis by all team members.
• Performs any function generally handled by the front

Contribution to Team and Bank

Maintain successful working relationships with team, the bank, and the community.

• Responsible to the Retail Officer for the fulfillment of functions, responsibilities, and authority and the proper interpretation.
• Will advise and assist department managers, officers, and staff in their respective functions associated with the areas for which he or she has direct responsibility.
• Makes recommendations to the Retail Officer concerning possible methods to improve departments.
• Makes recommendations to the Retail Officer concerning budgetary needs of the
• Participates from time to time with community organizations and in community
• Perform duties as defined in the Bank Secrecy Act/Anti-Money Laundering Program
• Performs other tasks requested by Banking Center Administrator as they relate to the bank and its functions.

REQUIRED EDUCATION, EXPERIENCE AND SKILLS

• Bachelor's degree in a related field required. 7-10 years of direct experience may be substituted for degree.
• Five plus years in banking
• Minimum 2-3 years of supervisory or leadership experience
• Strong leadership, planning, and organizational
• Excellent interpersonal, verbal, and written communication skills
• Knowledge of banking operational procedures
• Strong marketing and service skills
• Independent judgment required under minimum
• Strong knowledge of the bank's products and services
• Knowledge of fraud and fraud detection
• Knowledge of security policies and procedures
• Knowledge of federal and state financial services regulations
• General knowledge of Bank Secrecy Act/Anti-Money Laundering Program

POSITION SPECIFIC COMPETENCIES:

• Professionalism- Represents the company with the highest standards of professionalism. Exceptional in terms of honesty, integrity, confidentiality, deportment, and dress.
• Productivity- Consistently produces a very high volume of work. Uses company time and resources extremely optimally and meets schedules and deadlines.
• Attendance- The number of absences [excluding vacation and legally required leave] regardless of reason. Also includes the number of times tardy for work or returning from lunches and breaks.
• Attention to Detail- Accuracy and attention to detail are exceptional. Assignments are completed carefully and in full accordance with specific instructions. Exceptional quality standards are maintained in the recording of numerical data and organizational information. Grammar, spelling, and punctuation are flawless.

PHYSICAL REQUIREMENTS

• Must be capable of operating all types of office
• Requires an occasional, short distance movement of coin bags, which may weigh as much as 50 lbs.

EQUIPMENT USED

• Computer, telephone, fax machine, scanner, copier, printer

SUPERVISORY REQUIREMENTS: 8 or more

WORKING CONDITIONS

• Requires extensive contact with the general
• May require travel to other offices to provide assistance or attend Also, travel for seminars and training.

The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

This job description is not intended to be and should not be construed as an all-inclusive list of the responsibilities, skills, or working conditions associated with the position. While this job description is intended to accurately reflect the position's activities and requirements, management reserves the right to modify, add, or remove duties and assign other duties as necessary.