Assistant Branch Manager

Division:         Retail Banking
Department:   Various – Branch Network
Reports to:     Branch Manager
Status:            Non-Exempt
Grade:             8

Pay Range:     $21.55 - $36.63

Actual compensation within the pay range will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location.

Location:       Pittsfield, MA

 

Purpose/Objective:

The Assistant Branch Manager partners with the Branch Manager to drive branch growth by managing customer relationships, directing daily operations, supervising and developing team members, and ensuring exceptional customer experience. Acts as a leader within the branch, fostering a positive, motivated, and diverse team environment, and serves as acting manager in their absence. Mentor and coach to colleagues in areas of performance, product knowledge, account opening and customer experience process.

 

Key Accountabilities:

 

Customer Relationship Management

 

· Provide an outstanding customer experience at all points of contact.

· Engage customers and prospects, build rapport, and proactively develop new relationships while retaining and expanding existing ones.

· Advise customers on product selection, identify financial needs, and deliver tailored solutions including deposit, lending, and business partner referrals.

· Educate and assist customers with digital banking services and recommend convenient banking options.

· Handle complex customer issues, explain bank policies and procedures, and resolve service concerns.

· Participate in outbound calling campaigns, branch initiatives and community involvement to develop new business.

 

Branch Leadership & Development

 

· Assist in building and managing a sales culture to achieve branch goals and bank-wide initiatives.

· Mentor, coach, and train branch colleagues to achieve individual and team sales goals and customer experience.

· Conduct team meetings, communicate bank policies, programs, and objectives.

· Provide input for staff performance management, including evaluations, salary adjustments, transfers, and disciplinary actions.

· Participate in hiring and performance management of branch staff.

 

Branch Operations & Compliance

 

· Oversee branch audit processes and review various branch reports.

· Follow all bank policies and procedures, including security of bank assets and confidentiality of customer information with adherence to Customer Information Practices.

· Ensure compliance with all banking regulations, policies and procedures, including BSA/AML.

· Assist in managing daily branch operations, including opening/closing, security, audit, and compliance procedures.

· Ensure proper documentation and compliance for all new accounts, loan requests, and account maintenance.

· Maintain professional branch appearance and supply inventory.

· Provide support to branch and lead in team meetings.

 

Education:

 

· High school diploma or equivalent required.

 

Experience:

 

· Minimum 2 years of banking experience.

· Supervisory experience preferred.

· Strong sales, management, and team leadership abilities.

· Proven results in a goal-oriented sales or customer service environment.

· Demonstrated strength in team leadership required.

· Knowledge of bank products, services, and operating procedures.

· Excellent oral and written communication skills.

· Detail-oriented with strong organizational and time management skills.

· Basic computer skills; familiarity with Microsoft Office (Word, Excel, Outlook).

· Must be eligible for registration in the Nationwide Mortgage Licensing System & Registry (SAFE Act) and other licensing as required.

· Ability to work flexible hours, including Saturdays a