Assistant Branch Manager

• FUNCTION: This position provides excellent customer service and a full range of banking services with an emphasis on developing, building and retaining strong customer relationships. Contributes to the overall sales growth of the Bank by engaging in customer conversations to develop rapport, explore financial needs and goals and recommend solutions. Engages business partners to provide more expert assistance as appropriate. Responsible for the day-to-day branch operations and assists in planning, directing, organizing and controlling the activities of the branch, including management of employees. When necessary, processes routine and complex teller transactions efficiently and accurately while meeting the Bank’s Customer Experience Standards. May assume responsibility for the Branch in the absence of the Branch Manager.

ACCOUNTABILITIES

Customer Experience:

• Promotes a customer-centered culture and attitude among staff
• Builds relationships by providing the highest level of service, demonstrating You Matter More to each customer, getting to know customers on an individual basis

• Engages in conversations and demonstrates advanced consultative sales skills to understand customer needs and financial goals, offers solutions as appropriate or refers to other team members in accordance with Bank strategy
• Understands the Bank’s products and services and how they benefit customers, promoting as appropriate
• Embraces and utilizes the Bank’s sales and coaching process, completes action plans in an effort to meet goals and may serve as the lead for ongoing individual and team coaching
• May serve as lead on Bank initiatives focused on Customer Experience

Business Development:

• Assists in building and fostering external bank advocacy network by becoming involved in various civic/charitable organizations, BSB sponsored events, boards, etc
• Under the guidance of the Branch Manager, assists or leads in conducting sales routines with staff members
• Assists in achievement of established branch production goals including deposits, various loan categories, business line referrals and other business development goals
• Under the guidance of the Manager, may be involved in proactive outside calling to establish new bank relationships for consumers and micro businesses in the branch geography
• Works closely with business line partners including Commercial Banking, Wealth Management, Treasury and Payment Services, Business Banking, Payroll and Merchant services to provide appropriate levels of expertise and support
• Serves as a role model, coach and sales resource to all team members as well as line of business partners

Human Resources:

• Participates in the decision making process for branch staff regarding employment, performance, promotions, salary, transfers and terminations
• Participate in the hiring and performance management of all direct reports
• Responsible for completion of the performance appraisals for all direct branch reports
• Provides leadership, conflict resolution, process improvement and communication to all staff members
• Supports, mentors and coaches team members in their professional development
• Creates and fosters a cohesive team and promote a positive work environment
• Develops a cooperative and collaborative working relationship with other departments and leaders in the company

Sales and Servicing:

• Serves as an in-branch sales and service contact by opening larger and/or more complex consumer and Maine Street business deposit relationships as well as processes and closes complex consumer and Maine Street business loan requests in compliance with Bank policies and procedures
• Provides customers with information on products and services, rates, service charges and fees as well as other relevant information
• Maintains a high level of knowledge on all deposit products and services as well as all consumer and Maine Street business loan products
• Understands business partner relationships and refers to other team members in accordance with Bank strategy
• Demonstrates ability to handle routine and more complex service issues independently, refers customers to appropriate staff for advanced problem resolution
• Researches and resolves problems either through direct action or referral to and follow up with other Bank resources
• Answers written and telephone inquiries from customers concerning bank services

Customer Transactions:

• When necessary accurately, efficiently and courteously processes teller transactions in compliance with Bank policies and procedures

Compliance and Control:

• Understands, demonstrates competency and maintains knowledge of the Bank’s operational and risk management policies as well as the Bank’s