Branch Manager - Wilmington, United States - Reading Co-Operative

Description

Under the direction of the VP, Branch Administrator, the Branch Service Officers core responsibility is to ensure customers experience exceptional service every time. He/she will lead by example by having superior bank product knowledge and systems knowledge. He/she will provide a supportive work environment and guidance to branch staff to meet operational and service excellence standards, while adhering to bank policies. He/she will be passionate about developing branch employees. The Branch Service officer will be an integral part of a team with the Community officer and attend events as required in the communities they serve.
Key Responsibilities:

• Achieve and maintain a high level of customer service and satisfaction, individually and collectively within the branch.
• Wherever possible, finds a path to yes in order to meet customer needs.
• Provide quality customer service through personal contact with customers, handles customer issues in person or over the phone; researches and resolves issues.
• Builds and promotes branch identity and promotes overall ownership and accountability for improving customer experience and branch success.
• Creates a welcoming atmosphere that ensures customer retention.
• Builds and expands customer relationships to maintain deposit base and grow the branch.
• Achieve agreed upon growth goals for the branch; Measure achievement by increasing customer adoption and customer retention.
• Supports training and development of branch employees.
• Offers all bank products and assists with other service needs (account opening & maintenance and processing transactions) for existing and prospective customers.
• Comprehensive knowledge of all Bank products and services and the ability to discuss and demonstrate with customers.
• Full knowledge of all branch operations encompassing making sound business decisions and including evaluating, honoring and approving all exception items minimizing potential loss to the bank; supervises Operational Risk.
• Ensure the branch complies daily, meeting all Retail Banking Policy and Procedures.
• Ability to perform all transactions required by a customer and use appropriate technology to provide services most effectively and efficiently.
• Proficient in all in-branch operations, for example Teller Scanning Equipment, Cash Recycling and Cash Dispensing machines etc.
• Continues to build proficiency by attending internal training, external training, and completion of continuing education courses.
• Works collaboratively with the Community Manager and all market team members.
• Services small business customers with their business and cash management product needs.
• Is involved in community events and ensures branch staff participate in community outreach.

Ideal candidate:

• Demonstrated ability to create a climate in which people want to do their best; able to motivate and empower others by inviting input from each person and sharing ownership and visibility
• Passion for mentoring and developing staff
• Proven ability to set goals and hold employees accountable for achievement of goals
• Has a passion for our customers which results in all of our employees meeting and exceeding customer expectations and creating a customer service obsessed culture
• Pursues and creates a customer centric organization
• Superior operational systems knowledge and skills
• Superior knowledge of RCB products and services

Minimum Knowledge, Skills and Abilities Required:

• College degree preferred
• Minimum of 3+ years in a management or supervisory position with strong people skills required.
• Five or more years experience in a financial institution or retail sales position in a management role will substitute for degree.
• Strong sales skills, organizational ability and excellent written and verbal communications skills required.
• Excellent detail orientation, time management, and follow-up skills required for working in a fast paced environment.
• Excellent PC skills, and use of Microsoft office products, i.e. word, excel, and power point.
• Must be an energetic, self-motivated leader with outstanding initiative.
• Must be results oriented and able to prioritize multiple tasks.
• Must be a person of high integrity who is dependable and professional at all times.

Reading Cooperative Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.