Branch Manager

Summary of Basic Function: 

As a Brentwood Bank Branch Manager, you are responsible for management of the branch, leading all facets of sales, service, and operations of the branch. You will coach your team on existing processes, leading them in achieving production goals, acquiring new consumer and business customers, initiating referrals, and deepening all existing customer relationships. Our Branch Managers offer a welcoming and inclusive team environment where you are empowered every day to help our customers achieve their financial goals while promoting products and technology solutions.

Essential Duties and Responsibilities:

Service Excellence:

·       Cultivate an environment in the branch of end-to-end service excellence for every customer interaction through in person or digital channels.

·       Own the customer experience. Resolve, delegate or escalate all issues in a timely manner. Utilize customer feedback to coach and develop the team to further enhance future interactions.

·       Ensure entire branch team is consistently delivering on the Brentwood Bank standards; provide on the spot feedback as needed or develop detailed action plans for remediation.

·       Leveraging available tools and technology to identify and present sales and service opportunities.

Revenue Growth:

·       Partner with the Business Banker to attain branch goals through individual contribution, as well as managing the overall contribution/performance of Universal Bankers.

·       Create a culture of accountability; set and manage team goals, measure performance, and create action plans to close performance gaps.

·       Responsible for conducting sales meetings, daily huddles, and additional team meetings to develop a culture of sales and revenue growth within the branch.

·       Function as the primary in-branch expert in the various products and services offered; taking initiative to continually develop and grow personally and to support the growth and development of the entire team.

·       Refer customers with dedicated/complex Commercial, Mortgage, Business Banking, or financial advisement to the appropriate business partners.

·       Initiate and close qualifying loan applications in the branch (Home Equity).

·       Leverage technology to promote, assist, and educate customer’s use of self service and remote channels, such as ATM, online banking and mobile banking. Drive technology adoption in all processes for greater efficiency.

·       Maintain accurate and detailed logs of customer interactions, referral, communications, preferences, complaints, and other information in the CRM.

·       Promote the Brentwood Bank brand in the market through community involvement, networking events, bank at work programs, and other outside activities in partnership with the Business Banker/Other Lines of Business. Serve as the primary Brand Ambassador in assigned territory.

·       Comply with all Federal/State banking regulations and local consumer protection laws governing loan origination including the SAFE Act and SAFE Act registration and renewal rules as defined by the bank, if applicable.

·       Adhere to all bank operation, security, risk and regulatory related policies and procedures. Complete all required annual or job-specific training.

·       Additional tasks and responsibilities may be assigned based on business need.

Supervisory Responsibilities:

·       Oversee the execution of operational activities of the branch, and ensure all tasks are performed by the team as outlined in the branch Operations Management Procedures.

·       Responsible for setting performance expectations, training, mentoring, coaching, and conducting formal performance reviews to ensuring team performance aligns with expectations.

·       Partner with the Assistant Branch Manager, Retail Operations to ensure operational updates are consistently implemented.

·       Oversee recruitment and hiring processes.

·       Maintain knowledge and educate team on all products, services, technology, and policies.

·       Additional tasks and responsibilities may be assigned based on business need.

Knowledge, Skills, Abilities and Requirements:

·       Bachelor’s degree, or equivalent work experience in banking and finance, business, or a related field.

·       Two years of progressive managerial experience in banking, strongly preferred.

·       Five years customer service background in retail or banking.

·       NMLS ID is required for this role.

·       Proven ability to understand, drive and lead branch sales, service, operations, and financial performance within both a branch and digital channels.

·       Demonstrates acumen in banking, sales, investments, consumer lending, business banking, business lending, leadership, and customer service.

·       Ability to develop, influence, motivate and inspire a team to increase retention and bank performance.

·       Excellent organizational and time management/prioritization skills

·       Proficient use of Microsoft Word and Excel software applications and ability to operate a variety of office equipment.

·       Excellent communication skills, both verbal and written.

·       Strong attention to detail and the ability to multi-task effectively.

·       Proficiency with banking computer systems and related software.

·       Required to act as a Mortgage Loan Officer in this position, must be registered as a MLO as per the S.A.F.E. Act requirements.

·       Job may require working evenings and Saturdays. Job may require local travel between branches or offsite travel for training.