Compensation for this position is commensurate with experience. The posted range is intended to provide a general estimate and does not guarantee a specific rate of pay.

PRIMARY ACCOUNTABILITIES / RESPONSIBILITIES:

Performs any functions necessary within the scope of authority and expertise, to provide the highest levels of customer service and responsiveness to our customers.

Superior Service Quality
1. Consistently meet/exceed individual, branch, and bank goals as set by SVP Retail Banking and bank.
2. Develop, implement, and manage a detailed performance plan for both the individual employees and the branch.
3. Participation with SVP Retail Banking in establishing team and individual goals.
4. Execute the hiring process in coordination with Assistant Branch Manager and Head Teller.
5. Make recommendations to reward and recognize performance of team members using established programs and sources.
6. Effectively utilize decision/exception tools to support valuable customer retention.
7. Ensure excellence in customer service and maintain service standards.
8. Maintain a working knowledge of the bank’s products and services and make recommendations based on customer’s needs.
9. Commit to add positive growth to the bank as a whole by assisting with the training and coaching of the staff on the bank’s products and services and making recommendations based on the customer’s needs.
10. Proactively participates in community networking opportunities and routinely visits potential and existing business clients to foster new relationships or deepen existing relationships.
Lending
1. Interview and take applications for all consumer and home equity loans/lines. Close consumer and home equity loans/lines. Ensures Assistant Manager/CSR and CSR are knowledgeable to interview/take applications and close loans.
2. Refers purchase mortgages and refinances to branch’s MLO (Mortgage Loan Officer), but may also assist customers in entering online mortgage applications in absence of MLO.
3. Maintains a strong knowledge of our consumer and home equity systems, products, regulations, and processes. Ensure Assistant Manager/CSR also maintain the strong knowledge in these areas as well.
Leadership and People Management
1. Observe and coach the entire branch team.
2. Maintains open lines of communication with the branch team. Ensures timely communication of pertinent information and offers feedback on current processes/routines for betterment of the bank as needed.
3. Provide input and recommendations in support of employee performance management.
4. Execute performance evaluations for entire branch team in coordination with Assistant Branch Manager and Head Teller.
5. Promote teamwork and a positive working environment in order to achieve individual, team, and bank goals.
6. Assist in the establishing of development goals/plans for the self and team members.
7. Must be a role model for all the staff and provide mentorship to the team to help them achieve their career goals.
8. Meet/exceed individual and team development goals and objectives.
9. Participate in and encourage team involvement in community involvement efforts.
10. Reward and recognize performance of staff utilizing established sources such as “Peer Recognition Program” and “Checking Acquisition Program.”
11. Maintain a comprehensive understanding of the bank’s mission statement and core values. Understands the goals and strategies of our business partners at the bank and ensure that the team shares this knowledge.
12. Makes referrals to our business partners as customer needs.
Operations and Compliance
1. Ensure compliance with the Federal and State laws as well as the bank’s policies and procedures.
2. Assist with the completion of required periodic audits, month end reports, and inventories in a timely manner.
3. Assist with the security of the branch ensuring that all physical security devices are in continuous good working order.
4. Ensures that all opening and closing procedures are consistently followed in adherence with the bank’s security policies.
5. Assist in ensuring all of the branch team are continually trained on all security procedures.
Financial
1. Ensure the prevention of fraudulent activities through adherence to the bank’s policies and procedures.
2. Ensure fee waivers and rebates are granted within bank guidelines.

ADDITIONAL RESPONSIBILITIES / ACCOUNTABILITIES:

Encouraged participation in a community development service within the Bank’s assessment area. Community development encompasses affordable housing and community services that target low to moderate income individuals and activities that revitalize or stabilize targeted low to moderate income neighborhoods. Community development services must be related to providing a financial service or use the financial expertise of the bank employee. Examples include:

Offering accounting skills to a local charitable organization that serves low to moderate income individuals;
Performing bookkeeping services to low to moderate income seniors;
Teaching a financial literacy program for school children;
Fundraising on behalf of a local or state agency that provides services and/or programs targeting low or moderate income individuals;
Activities that revitalize or stabilize low or moderate income areas;
Encouraged volunteerism.

REQUIREMENTS:

Maintains an understanding of the bankHometown mission statement and core values
Performs other similar duties as assigned or requested by the SVP Retail Banking
Will be required to work Saturdays and may be required to work extended hours. Flexibility in scheduling is a must
Travel may be required
Ability to stand for longer periods of time
Ability to lift up to 50 lbs
Strong communications both written and oral
Excellent customer service skills
Ability to use computer systems and office equipment
Adhere to the bank’s dress code policy as found in the HFG employee handbook

EDUCATION AND EXPERIENCE:

Undergraduate degree or similar course work/training
5-7 years customer service experience/sales experience
5-7 years supervisory experience. Must have demonstrated success in leading, coaching, managing, and motivating others
Prior Branch Manager experience is a plus
Fluency in a second language is a plus

IDEAL CANDIDATES DEMONSTRATE THE FOLLOWING:

Leadership ability
Strong customer service skills
Strong communication skills
Knowledge of sales and relationship building skills
Coaching skills
Working knowledge of computer and processing skills
Ability to learn all software systems that support branch transaction processing
Awareness of business, investment products, mortgages, and lending services
Ability to develop and utilize teller skills to provide staffing flexibility as required
Ability to work with a diverse work force and customer base
Strong commitment to achieving personal growth and success
Excellent verbal and written communication skills
Excellent organizational skills
Understanding of the bank’s goals, strategies, and the roles of key business partners
Must be able to work independently and have strong decision making skills
Writes and delivers performance evaluations
Participate in opening and closing of the branch. Have ability to directly oversee the teller line, run the vaults including cash recycler and branch scanning process

REQUIRED COMPETENCIES:

Coaching – facilitating the development of others knowledge and skills; providing timely feedback and guidance to help the team reach both individual and team goals
Team Building – actively participating as a member of the team to move the team toward the completion of goals. One who concentrates efforts on the betterment of the team rather than themselves
Communication Skills – verbal, written, formal, informal, interpersonal, and active listening
Relationship Building – strong interpersonal skills, credibility
Customer Service Orientation – making customers and their needs the primary focus of one’s actions; developing and sustaining productive customer relationships
Integrity – maintaining social, ethical, and organizational norms, firmly adhering to the codes of conduct and ethical principles
Detail Oriented – knowing and adhering to all pertinent policies, procedures, and communication; effective follow through and reinforcement

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. Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

An Affirmative Action/Equal Opportunity Employer of protected veterans and individuals with disabilities. Applicants for employment are considered without regard to race, creed, color, religion, sex, gender identity, sexual orientation, marital status, genetic information, national origin, age, disability, status as a veteran, Vietnam Era Veteran, or being a member of the Reserves or National Guard. Also, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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Branch Manager