Assistant Branch Manager - Fidelity Bank - Millbury, MA
POSITION OVERVIEW:
In this critical role, the Assistant Branch Manager will assist in the management of the daily operations of the assigned branch. As a member of the LifeDESIGN team, the Assistant Branch Manager will enthusiastically provide the highest level of service to the Bank’s customers in conformance with established Bank policies and procedures. Incumbents serving in this capacity will be highly capable of processing all transactions and handling all service issues accurately and efficiently. Additionally, the Assistant Branch Manager must be able to perform all the duties of the Teller, Head Teller; and Customer Service Representative. This individual will assume full responsibility for the branch in the absence of a Branch Services Manager. Other key responsibilities of the Assistant Branch Manager include supervising the teller line and assigning daily work, as well as training and coaching tellers in all aspects of their job including LifeDESIGN approach. Manage the teller referral program. Ensure security, policy, procedure and regulatory compliance on all transactions at the branch. Ensure all equipment and software is functioning. Consistently demonstrates a sense of urgency in responding to our clients.
Utilizing the bank’s unique LifeDESIGN approach, the Assistant Branch Manager makes clients feel welcomed, engaged and significant. Establish solid relationships with a significant portion of the client base and solid referral relationships with all lines of business. Takes the time to get to know our clients, identifies additional financial needs of our customers, asks questions to determine the right product, and refers clients to the experts. Builds long lasting relationships with our clients by consistently following through to ensure the client’s needs are fully met. Establish new deposit and loan accounts; complete file maintenance; maintain accurate and updated client records. Safeguards the clients trust by maintaining privacy and confidentiality
Proactively serve as Teller/Senior Teller when needed. Serve as back up to all branch positions. Open and close branch, has alarm codes and keys to branch.
PRIMARY ACCOUNTABILITIES / RESPONSIBILITIES:
All associates of the Bank regardless of title or responsibilities must share a common commitment to creating and expanding the Advisory Culture of the Bank through building relationships, providing a seamless customer experience at every touch point, ensuring the customers best interests and increasing customer value at every opportunity.
- Provides the highest level of customer service in a positive, courteous and enthusiastic manner to employees, customers/clients and the community.
- Promotes an Advisory Culture in all branch activities. Greets all customers promptly and shows a genuine interest in meeting their needs. Maintains customer as first priority in all interactions. Processes all customer transactions listed under the Assistant Branch Manager Authorizations efficiently and in accordance with standard operating procedures. Ensures security and confidentiality of customer information.
- Schedules and supervises teller staff.
- Perform all duties of Teller, Sr. Teller, Head Teller, CSR. Proactively perform teller duties as needed.
- Perform all duties of the Branch Services Manager in their absence.
- Provides strong leadership and supervision to the team as required. Provides staff with support to help attain assigned goals and objectives. Actively provides coaching and mentoring. Sets forth clear and realistic teller performance expectations. Participates in coaching sessions using specified tools. Assists with training branch associates in all aspects of client service including the LifeDESIGN approach. Conducts Teller observations and skills practice sessions. Assists with performance appraisals.
- Maintains a strong working knowledge and adheres to all Fidelity Bank Policies and Procedures as listed under the Assistant Branch Manager Authorizations exhibit attached to this job description as well as branch delivery policies, procedures, systems and programs used to serve customers and maintain efficient bank records. Reviews teller work periodically to ensure conformance with established policies and procedures. Monitors head teller, teller and customer service operations and takes necessary steps to promote branch effectiveness. Monitors teller over/short reports. Ensures all security policies and procedures are followed. Reports security violations and BSA violations to the BSM and/or Bank’s Security Officer and BSA Officer. Ensures that security equipment is in working order and security documentation is current and available.
- Performs supervisory overrides in accordance with established policies and procedures. Ensures all high risk transactions are properly completed for example, stop payments, wire transfers, large transactions, non-customer transactions, title and address changes etc. Monitors branch cash levels. Ensures that branches working cash, supplies, new account kits and monetary instruments are adequate to provide the highest level of service. Ensures branch compliance with currency reporting requirements. Performs more complex file maintenance on deposit accounts. Ensures the accuracy of all file maintenance. Reviews exception reports and takes appropriate corrective actions. Balances and maintains efficient operation of ATM.
- Opens new accounts, including IRAs; provides loan services and cross sells banks products and services using the LifeDESIGN approach. Responds to questions on complicated accounts. Resolves customer conflicts. Ensures security and confidentiality of customer information. Provides customers with counsel and advice within scope of authority. Handles more complex customer matters. Ensures confidentiality of Customer information.
- Promotes mortgage, commercial and consumer loan activities within assigned market. Accepts consumer loans including equity loans within scope of authority.
- Develops solid relationships with a significant portion of the branch’s client base. Primary client liaison with the Personal Financial Representative. Maintains strong referral relationships with all lines of business. Attends community events for purposes of business development.
- Monitors changes in Bank policies, procedures, products, rates etc. Attends ongoing training and meetings as required. Makes recommendation regarding training, product and marketing needs.
- Meets and exceeds individual deposit and loan production and referral goals in addition to supporting achievement of overall branch goals.
- Performs other duties as assigned to ensure the highest level of customer service within the branch delivery system.
POSITION REQUIREMENTS:
3-5 years of branch banking experience or equivalent. Accuracy and attention to detail are essential to the position. Sense of urgency in responding to clients is critical. Self motivated, enthusiastic, and maintains a positive attitude. Solid written and verbal communication skills. Ability to lead, train, coach, and motivate staff; strong ability to multi-task in a busy environment; solid organizational and time management skills; ability to identify critical tasks and follow through for completion; proven ability to make sound decisions; proven ability to take care of the client in all situations. Handle emergency situations and/or volatile client. Ability to follow direction, recognize when supervisory intervention is required. Strong desire to be part of the LifeDESIGN team; ability to easily fit into the team; responsive to others.
Aptitude for business development in a networking setting. Proven customer service skills, the ability to develop solid client relationships, recognize and identify client needs through observations/ asking the right questions; and desire and ability to refer clients to the experts. Ability to learn, retain and follow complex product, legal and regulatory and security requirements. Ability to learn, retain and articulate the features and benefits of a wide variety of bank products and services.
Strong working knowledge of the OSI transaction processing system and OSI customer information (CIF) system. Proven ability to learn and use multiple computer programs including Word, Excel, OSI or similar and multiple platform automation and customer information tracking systems, and understanding of the Internet.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Fidelity Bank is proud to offer a competitive compensation and benefits program which includes health, dental, vision, life, and immediate 401(k) plan participation.
Fidelity Bank is an equal opportunity employer.
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