Responsible for assisting the Branch Manager in the directing and administering the operational efforts of a single branch operation. Trains, directs, and supervises branch staff as directed by the Branch Manager. Assists customers with all types of Retail and Lending transactions as directed by the Bank. Ensures established policies and procedures are followed.
Assists customers with opening, processing and closing all types of retail and loan accounts as defined by the Bank. Performs maintenance on existing accounts. Must be able to obtain and maintain current registration through the National Mortgage Licensing System and Registry.
Assist in training, directing and monitoring attendance. Monitors performance and makes recommendations to manager for evaluations. Works with branch personnel to improve cross-selling and balancing skills and to provide updates on policy and procedure changes.
Investigates and resolves customer complaints, and researches customer situations to resolve issues involving fees, servicing, etc.
Exercises direct supervision over assigned staff, including approval of corrections and overrides, compliance with company policies and procedures and completion of all daily posting and reconciliations.
Balances operational controls in order to minimize risk to the company. Performs surprise cash audits, including ATM audits. Performs pre and post closing peer reviews of loans originated by branch staff.
Performs branch opening and closing duties as assigned.
Interview prospective candidates for Teller and CSR positions. May make recommendations to the Branch Manager or may serve as the selecting official.
Use every customer contact as an opportunity to advise customers about additional services or programs that might benefit them.
Perform other duties as assigned.
Participate in proactive team efforts to achieve departmental and company goals.
Must comply with current applicable laws, regulations and bank policies and procedures. Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
One to three years of similar or related experience, including preparatory experience.
A high school degree or equivalent.
A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.