Retail Banking Manager

Retail Banking Manager

Merchants Bank has an opening for the leadership position of Retail Banking Manager. This position can work out of any of the following locations: Winona, St. Charles, Rochester, MN

This position provides strategic leadership and operational oversight for all retail banking activities for the Winona, St. Charles and Rochester markets. This role is accountable for driving customer experience excellence, managing retail deposit relationships, and ensuring consistent adoption of processes and procedures within Merchants Bank’s risk management framework. The position is responsible for achieving both short-term and long-term profitability goals aligned with shareholder return expectations.

The Retail Banking Manager fosters a culture of transparency, collaboration, and equitable treatment, creating a welcoming environment for all stakeholders while supporting employee growth and career development. This role ensures consistency in customer experience across all branches, oversees retail banking activities, and maintains compliance with regulatory requirements. The individual represents Merchants Bank as a top business leader in the community.

Key responsibilities include:
• Leading and managing retail banking operations, including teller services, deposit accounts, and consumer lending
• Driving customer relationship management, retention, and growth strategies
• Coaching and developing Universal Banking Managers and their teams to deliver exceptional service and meet performance goals
• Promoting community engagement and business development initiatives to strengthen the Bank’s presence
• Ensuring adherence to all internal policies, procedures, and regulatory standards while maintaining ethical practices and confidentiality.

5+ years experience in retail banking and leading and managing a team required. Excellent communication skills are required. Must have the ability to handle sensitive and confidential situations.

Merchants Bank offers competitive wages and benefits for our full-time employees including health, dental, life, disability and vision insurance; flexible spending accounts, 401(k) and ESOP retirement plans; bonus plan; paid time off; tuition reimbursement; and a variety of voluntary supplemental insurance options.

Please click on Apply Now or apply in person at any Merchants Bank location. Questions can be emailed to hr@merchantsbank.com. Merchants Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.


Essential Duties:
Strategic Leadership & Culture
• Represent the Bank as a top business leader in the community.
• Model exceptional customer experience standards.
• Promote a culture of transparency, communication, and strategic alignment.
• Embody and enforce the “One Merchants” culture and core values.
• Ensure equitable treatment and a welcoming environment for all stakeholders.

Retail Banking Operations
• Lead and manage all retail banking activities in the defined market area.
◦ Teller:
▪ Train, coach, and mentor tellers on procedures, compliance, and customer service.
▪ Approve large transactions or exceptions beyond teller limits.
▪ Enforce adherence to bank policies, security protocols, and regulatory requirements.
▪ Monitor for fraud, suspicious activity, and escalate issues as needed.
▪ Assist with complex customer inquiries or complaints.
▪ Step in during peak times to help with transactions.
◦ Deposit Accounts:
▪ Provide guidance on deposit products and services.
▪ Coach bankers to identify customer needs and recommend appropriate solutions.
▪ Handle escalated inquiries or complaints related to deposit accounts.
▪ Ensure all account activities comply with bank policies and federal regulations.
◦ Consumer Lending:
▪ Deliver and oversee consumer credit products across assigned branches.
▪ Coach bankers on lending practices and product delivery.
▪ Evaluate creditworthiness and make sound lending decisions.
▪ Ensure accurate loan documentation and adherence to policies.
▪ Maintain loan portfolio, collect on loans when necessary, and meet lending goals.
▪ Uphold customer confidentiality and regulatory compliance.

• Ensure retail teammates consistently meet established standards for timely and professional interactions across all customer channels—Lobby, Drive-Up, Telephone, Email, and Mail—by monitoring performance, identifying service gaps, and implementing targeted improvement plans. Pro