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Assistant Community Office Manager (Assistant Branch Manager)

Company: Franklin Financial Services Corporation
Location: Boiling Springs
Posted on: June 10, 2021

Job Description:

SUMMARY OF POSITION:

Responsible for actively contributing to the efforts to grow retail loans, deposits and noninterest income to increase profitability within a designated market area by fulfilling sales, service and referral needs of walk-in customers. Serves as a role model for community office staff in providing service to customers in a professional manner while providing a seamless customer experience; expanding customer base through consultative sales techniques; performing tasks associated with the direct handling of funds received or paid to customers in their day-to-day banking transactions; performs tasks associated with backend processing/posting of accepted banking transactions; educating customers on bank services accessible through technology; cross-selling bank products; performing account maintenance requests; and, handling operational duties. Directly supervises and coaches Lead Financial Services Representative (Lead FSR). Demonstrate a commitment to community involvement.

KEY ACCOUNTABILITIES:

  1. Actively contributes to the efforts to grow retail loans, deposits and noninterest income in order to increase profitability within the designated market area:
  • Masters the features and benefits of each product and service offered through the bank.
  • Opens consumer and business deposit accounts.
  • Engages customers and prospects in loan conversations and inputs loan application for underwriting approval; ensures customers understand and sign all required application and closing documents and disclosures.
  • Assists the Community Office Manager with internal and external marketing efforts to existing and prospective customers in order to develop new business and retain or expand existing business.
  • Will perform joint external calls with Community Office Manager to existing customers and prospects when needed.
  • Sells products and services that meet customers' identified needs in order to achieve market sales and profitability goals.
  • Cross-sells and makes referrals of other bank products and services (i.e., Mortgages, Small Business, Investment and Trust Services, Commercial Services, Merchant Services, Cash Management).
  • Assists customers in resolution of problems and/or inquiries to ensure customer satisfaction and retention.
  1. Fosters the bank's relationship management culture:
  • Jointly establishes annual quantitative profitability, sales and customer service objectives with Community Office Manager, including providing assistance with the annual budget for the community office.
  • Communicates profitability, sales and customer service objectives to community office personnel.
  • Schedules and facilitates relationship management meetings for community office personnel twice a month.
  • Consistently communicates to community office personnel the need to attract new customers, to retain existing customers and to increase the number of product and service relationships customers maintain with the bank.
  • Creates a friendly and welcoming atmosphere that makes every customer feel important and valued.
  • Monitors the coaching of FSR staff in order to ensure a quality of service that meets or exceeds customer expectations.
  • In conjunction with Lead FSR, holds community office personnel accountable for identifying customers' financial needs and making quality referrals to appropriate personnel.
  • Sets a positive example for community office personnel by using product knowledge to make effective customer referrals.
  • Maintains customer/employee confidentiality.
  1. Promotes and demonstrates bank services that are accessible through the use of technology.

  2. Performs account maintenance services and processes customer transactions in accordance with established bank policies and procedures.

  3. Participates in onboarding and other outbound phone activities.

  4. Directly supervises and coaches Lead FSR:
  • Acts as a positive role model to motivate community office staff to achieve performance expectations.
  • Assists in the selection of new personnel. Makes all employment decisions consistent with the principles of applicable laws prohibiting discrimination.
  • Makes provisions for the proper orientation and training of new personnel.
  • Completes performance appraisal for Lead FSR and monitors performance on an ongoing basis.
  • Reviews and approves appraisals prepared by the Lead FSR.
  • Communicates expectations and identifies key gaps in the behavior of Lead FSR. Develops plans to address performance gaps through the use of effective formal and informal coaching as outlined by F&M Trust's coaching certification principles.
  • Consults with Community Office Manager and Human Resources on any matters concerning corrective action procedures.
  • Keeps Lead FSR informed of pertinent policies and procedures; creates an atmosphere in which upward communication from employees is encouraged.
  • Administers personnel policies and procedures as established by bank policy.
  1. Adheres to security and compliance policies and procedures.

  2. Participates in various community events in order to increase the bank's visibility and strengthen relationships with the communities we serve. Performs assigned duties relating to internal bank events.

REQUIRED EDUCATION:

A high school diploma or equivalent is required, with a Bachelor's Degree preferred.

REQUIRED EXPERIENCE:

Minimum one (1) years' experience in related retail banking and sales positions in a leadership capacity required.

SIMILAR JOB TITLES:

Our job title here at F&M Trust is Assistant Community Office Manager, while other companies may use Assistant Branch Manager, Branch Sales Assistant Manager, Bank Branch Assistant Manager, Branch Sales Leader, Platform Leader, or Branch Internal Sales Leader.

F&M Trust is an Equal Opportunity Employer - M/F/Disability/Vet/SO

Keywords: Franklin Financial Services Corporation, Ellicott City , Assistant Community Office Manager (Assistant Branch Manager), Other , Boiling Springs, Maryland

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