Assistant Branch Retail Manager

PRIMARY PURPOSE OF JOB

Assists Branch Retail Manager with outside sales initiatives working toward the primary goal to acquire, expand and retain customer relationships. Assists in developing new deposit business and acts as primary liaison in handling branch operational issues while also acting as a financial liaison to customers.

EXPECTATIONS OF ALL SOUTHERN BANK TEAM MEMBERS

• Southern Bank team members are a family, rooted in the communities we serve and working together to be the best in our industry, utilizing innovative ideas and strong products. The Southern Bank Patch illustrates these ideals.
• Ensures the confidentiality of customer non-public personal information and secures information systems to comply with bank regulations.

ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS

Sales/Customer Service

• Assists Branch Retail Manager in acquiring, expanding and retaining customer relationships by partaking in business calls;
• Takes ownership of the customer experience, including opening accounts with other products conveyed to the customer and resolving services issues as appropriate through follow-up;
• Develops new customer relationships and/or retains and expands existing relationships by proactively listening and identifying customer opportunities utilizing fundamentals of cross-selling to achieve personal and branch goals and when necessary will work cooperatively with appropriate internal team members;
• Proactively educates customers on utilizing available access channels;
• Under the direction and supervision of Branch Retail Manager, supports and delivers sales efforts to enhance and retain the retail customer base;

• Actively participates in business development opportunities (e.g. phone out-reach, community events or groups, meetings with local businesses) to establish visibility in the community and drive business to the branch;

• Resolves difficult customer situations effectively, while delivering friendly customer service and ensuring the highest level of customer satisfaction.
• Prepares and compiles more complex new customer data to open new accounts including, but not limited to, commercial/business checking, individual, retirement accounts, trusts, estates, IOLTA’s, representative payees, etc.;
• Maintains proficiency in bank products and services such as internet banking, bill pay, mobile banking, mobile deposits, card valet and other customer products;
• Maintains thorough knowledge of bank regulatory requirements included, but not limited to, Bank Secrecy Act, Regulation CC, Regulation E, Customer Privacy and Information Security;
• Maintains the level of trustworthiness, character, professionalism, confidentiality and honesty in dealing with internal or external customers.

Personnel Management:

• Assists, trains and mentors all branch retail staff;

• Assists with training on new branch initiatives, marketing and new products by working with the Regional Operations Coordinator and Branch Retail Manager;
• Supervises and observes employees in action; provides both formal and informal coaching on an ongoing and consistent basis to establish best sales practices and to provide excellent customer service;
• Assists Branch Retail Manager in promoting teamwork in the branch to ensure a positive overall customer experience in all huddles, branch communications and meetings;
• Assists with completion of delivering performance evaluations to team members;

Branch Management:

• Acts in the capacity of the Branch Retail Manager in their absence;
• Consistently looks for opportunities to improve branch profitability and deposit growth of the branch;
• Assists with motivating employees by incorporating the Bank’s Patch and the branch’s goal