Assistant Retail Branch Manager: West Scranton

Fidelity Bank is seeking an Assistant Branch Manager to serve clients within our West Scranton. The Assistant Retail Branch Manager is responsible for supporting the Retail Branch Manager in the daily operations of the branch, ensuring high-quality customer service, and driving branch sales performance. This role entails managing customer transactions, coordinating branch activities, and facilitating the achievement of both sales and service goals. The Assistant Retail Branch Manager will play a key role in engaging with customers, identifying financial needs, and driving product and service recommendations to ensure customer satisfaction and retention. The position requires versatility, as the responsibilities may fluctuate based on customer volume and branch needs.

Essential Duties and Responsibilities:

1. Customer Sales and Service:

   • Deliver an engaging and customer-focused experience at every touchpoint, ensuring the execution of the Fidelity Model Experience and promoting organizational Core Values.
   • Identify customers' financial needs and engage in consultative conversations to recommend relevant products and services that meet their goals and life cycle needs.
   • Provide services for new accounts, including loans and deposits, and complete all necessary documentation and transactions accurately.
   • Actively contribute to the acquisition of new customers, growth of existing relationships, and retention efforts.
   • Strengthen relationships with current clients, identify cross-selling opportunities, and request referrals to expand the customer base.
   • Meet and exceed branch sales and service goals in alignment with the annual marketing and sales plan.
   • Promote multichannel banking capabilities and introduce digital tools to enhance the customer experience.
   • Perform transactions including deposits, cashing checks, accepting payments, processing night and mail deposits, and maintaining cash levels.

2. Branch Operations & Compliance:

   • Ensure error-free completion of all customer transactions, including account openings, loan applications, and servicing requests.
   • Assist customers with inquiries and service issues promptly and effectively.
   • Provide timely customer service information through CRM tools for reporting purposes.
   • Coach and mentor branch staff on customer experience, operations, and compliance standards.
   • In the absence of the Retail Branch Manager, assume leadership responsibilities and oversee branch operations, staff performance, and corrective actions as necessary.

3. Team Leadership and Development:

   • Assist in the recruitment and selection of new personnel, ensuring proper orientation and training for new team members.
   • Provide performance feedback and schedule regular reviews to ensure staff performance meets branch goals and standards.
   • Coordinate daily activities, manage staff work schedules, and ensure effective communication across the branch.
   • Administer personnel policies, encourage upward communication, and foster a collaborative team environment.

4. Digital and Alternative Channels:

   • Act as a Digital Ambassador to promote Fidelity Bank’s digital banking solutions, enhancing customer engagement and expanding usage of alternative channels.

5. Compliance and Risk Management:

   • Ensure compliance with all relevant banking regulations, including HMDA, CRA, Equal Credit Opportunity Act, and other industry standards.
   • Cooperate with internal audits, comply with regulatory requirements, and support risk management initiatives to safeguard the bank’s assets and maintain safety standards.
   • Participate in ongoing compliance training and implement regulatory changes in a timely manner.

6. Branch Maintenance & Reporting:

   • Maintain branch appearance standards and ensure smooth coordination of tasks with other departments.
   • Prepare branch reports, manage supplies, and oversee branch vault responsibilities.
   • Report pe