Description
THIS POSITION IS LOCATED AT OUR WASHINGTON ST BRANCH
POSITION SUMMARY: This position is responsible for managing the day-to-day operations of the branch; for providing accurate and courteous customer service to ensure an excellent banking experience; for supporting Bank products and services; for coaching, mentoring, and training branch staff and for performing other branch management functions as assigned.
KEY RESPONSIBILITIES:
Branch operations: Manage the daily activities of the branch as assigned to ensure consistently high levels of customer service with accurate and efficient operations. Oversee the Head Teller, Customer Service Specialists, and CSR/Tellers; process customer transactions primarily on the new account platform but also on the teller platform as needed; approve transactions requiring a supervisor approval; sign official Bank checks to limit of authority; assist with cash verification duties; assist with teller settlement and error resolution, including computer system input errors. Referring all questions or problems to the Branch Manager when necessary.
Document staff performance problems in accordance with established procedures; conduct annual staff performance appraisals, salary reviews, and recommend personnel action as appropriate.
- Open and close the branch in accordance with established procedures as required.
- Act as branch contact person for all operations issues; resolve operational problems as appropriate.
- Maintain and monitor all branch cash, activity, and other records.
- Comply with all Federal and State banking regulations and all Bank, branch operating, and security policies & procedures.
- Meet or exceed established objectives and standards for assistant branch manager performance.
Customer service: Provide prompt, courteous and efficient service to branch customers. Areas of responsibility include:
- Develop an in-depth knowledge of bank products and solutions to be able to demonstrate value to customers and prospects.
- Build long-term relationships with customers and deepen relationships by identifying needs and offering meaningful solutions.
- Efficiently and correctly, resolve customer questions and issues.
- Refer customers and prospects to other branch staff as appropriate.
- Support Branch Manager to meet and exceed branch goals.
- Collaborate with Branch Manager to coach branch staff on understanding and meeting customer needs to ensure an excellent service standard.
- Comply with all Bank and branch policies & procedures concerning customer transactions.
- Refer complex issues or problems to the Branch Manager.
- Lead by example with all consumer and business deposit products.
Branch back-up: Assist the Branch Manager with branch staff meetings as directed. Perform the daily duties of the Branch Manager as required and assigned for back up coverage purposes when the branch manager is out of the office.
Perform teller, customer service representative or other branch functions as assigned to meet customer or operational needs, including working at other branches.
Community/public relations: Actively participate in community organizations and events. Represent the bank in the community.
Management committees: Participate in the Bank’s branch operations meetings as directed.
Other duties: Demonstrate reliable attendance and punctuality. Work at other Bank branches as needed for customer service, operational, or training purposes. Attend and participate in Bank meetings. Attend internal and external training to improve skills and knowledge relevant to the assistant branch manager position.
Understand and fully comply with Kennebec Savings Bank’s Core Values.
Perform other duties as required.
POSITIONS REPORTING TO THIS POSITION:
- Head teller (if applicable)
- Tellers (if applicable)
- CSR/Tellers
- Customer Service Specialists (if applicable)
- Customer Service Representatives (if applicable)
Requirements
EDUCATION/EXPERIENCE REQUIRED:
- Bachelor’s degree and/or equivalent work experience.
- 5 years' progressively more responsible and satisfactory experience as a teller or head teller and/or customer service representative.
- Experience with teller and ATM data processing systems.
- Supervisory experience is desirable.
- Computer literate, with specific experience in word processing and spreadsheet applications.
OTHER REQUIREMENTS:
- Must have a reliable vehicle to attend trainings, meetings, and daily schedule.
- Must be able to lift cash boxes and cash bags of approximately 20 pounds.
- Must be able to distinguish between various denominations of coin and currency.
- Must be able to operate vault combinations.
- Must be able to read and work with computer print-out reports.
- Must be able to stand or sit for extended periods of time while waiting on customers.
- Must be able to spend extended periods of time operating a computer keyboard and working at a computer monitor.
- Must be able use the telephone to converse with customers for extended periods of time; must be able to communicate clearly by telephone; must have good listening ability and skills.
- Must be able to prioritize and organize work flow; must have good attention to detail; must be able to handle multiple jobs.
- Must have the ability to think through a problem, following proper steps in finding resolution.
- Must have a high degree of ethics and maintain confidentiality of customers and accounts.
- Must be friendly, courteous and sensitive to the needs of customers and coworkers.
