The Branch Manager is responsible for managing sales and operations of bank branch and ensuring policies and procedures are being followed.

Duties and Responsibilities:

1. Adds value as a key member of management; understands the business, financials, industry, customers and strategy.
2. Supervises employees, provides direction, coaches, trains and develops, and manages performance to company goals and expectations.
3. Manages the daily operation of the branch through ensuring policies and procedures are being followed, reports are completed, and branch audits are satisfactory; monitors and administers the approved branch budget and explains variances; maintains acceptable level of non-sufficient funds fee waivers as determined by management; oversees maintenance and security of facility; keeps branch up-to-date on government regulations and the association's policies and procedures regarding lending, savings, and branch operations.
4. Directs activities of branch staff to ensure achievement of branch goals including sales, cross-selling, and referrals of Bank products and services; leads and participates in branch sales promotion campaigns including customer calling programs; coaches and mentors staff to ensure their use of appropriate sales skills and techniques; works with Marketing to ensure branch has effective marketing displays, signage, and materials; ensures the branch provides quality customer service.
5. Schedules staff and monitors staff hours in accordance with Branch Staffing Model; ensures staff compliance with bank regulations, requirements, and procedures, and that staff follow operational and security policies and procedures; communicates and reinforces to staff changes in government regulations and the bank’s policies and procedures regarding lending, savings, and branch operations; conducts branch operations/sales meetings and other branch meetings.
6. Meets Branch Manager’s individual goals and target production standards through engaging customers in meaningful conversations to determine their needs and assists the customer in choosing appropriate Bank products and services; cross-sells bank’s products and services by using insights gained about the customer’s needs and meets established cross-selling ratios; provides investment, mortgage, and business banking referrals, and follows up on referral opportunities to achieve branch and Bank goals; responds to customer inquiries regarding bank products; takes consumer applications; follows-up on the processing and closing of loans; opens and closes accounts with accuracy and in accordance to bank policy and applicable regulations.
7. Serves as the branch's primary customer relations representative and resolves customer complaints; approves customer transactions and overrides; responds to customer inquiries; operates a teller window when necessary.
8. Maintains membership in an approved community organizations and participates in community events/trade shows to develop and strengthen referral and customer relationships, and to develop business relationships with outside organizations.
9. Manages sales activities in branch; coaches and trains employees on sales approaches; ensures staff sales goals are met; uncovers sales opportunities.
10. Establishes relationships with current business customers and expanding business relations to drive commercial sales via outside calling activities.
11. Manages service providers and vendors effectively; structures relationships with service providers in a strategic manner; sets expectations; develops performance metrics; measures vendor performance, provides feedback and holds accountable.
12. Other duties as required.

Necessary competencies:

1. Adaptability
2. Communication skills
3. Customer service
4. Interpersonal skills
5. Job knowledge
6. Judgment
7. Leadership
8. Planning and organization
9. Staff development

Technical Expertise

1. Experience in banking laws, regulations, and guidelines is required.
2. Experience in customer service is required.
3. Experience in retail banking is required.
4. Experience in financial services or banking is preferred.
5. Proficiency in MS Office [Outlook, Excel, Word] or similar software is required. Loan Origination Software, Cleartouch, OnBase, various government and investor software/web portals is preferred.

Education and Experience

1. Education: High School Diploma or equivalent is required; Bachelor’s degree is preferred, or equivalent experience.
2. Certification: Valid Driver’s License is required. NMLS Number and Notary required.
3. Years of experience: 5 to 7 years is required.
4. Years of experience supervising: 3 to 5 years is required.

Physical Environment

• While performing the duties of this job, the employee is regularly required to lift, walk, stand, sit, bend, reach with hands and arms, climb, push/pull, use hands, and see, hear and speak.
• The employee must occasionally lift and/or move up to 25 pounds.
• The noise level in the work environment is usually quiet to moderate.
• This position is performed in an office setting, Able to work days and hours branch offices are open. Able to work overtime as required and be on call for any emergencies 24 hours a day, 7 days a week.