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In conjunction with the Business Development Manager, the Sales & Service Manager will lead the branch team to success through coaching and development on a consistent and ongoing basis. The successful candidate understands the importance of customer service excellence and executes on delivering superior white glove service to our internal and external customer base. A leader by nature who can think outside the box to accommodate a customer without compromising the integrity of the Bank. Strong operational skills with extensive knowledge of the day to day operations of a retail branch. Experienced at identifying a customers’ financial needs and recommends appropriate products to help deepen customer relationships. Proficient with the Bank’s products and services to clearly communicate the features and benefits of our financial services.
ESSENTIAL FUNCTIONS
- Uses experience and management skills to lead, coach and develop team for success
- Ability to identify sales opportunities that will deepen customer relationships and solidify customer loyalty to the bank through inside sales referrals & calling outreach
- Follow up with prospects and current customers to promote new products and services based on need
- Maintain a detailed level of knowledge on retail products and services and coach team to the same level of knowledge
- Models exceptional customer service by demonstrating and holding team accountable for developing product expertise and providing an exceptional experience for all customers
- In partnership with the Business Development Manager, provides oversight and manages the branches overall performance related to operational integrity, customer service excellence and sales integrity
- Proficient with all BSA/AML requirements, laws, regulations, and Bank policies as related to their assigned job duties
- Deliver operational excellence. Assume authority of daily branch operations. Assist and effectively handle all operational issues and branch related matters.
- Actively participate in performance management process for staff, including providing ongoing coaching and feedback, completing performance evaluations, and proactively addressing performance issues
- Fosters company-wide culture of “white glove” service. Consistently demonstrates a can-do attitude with internal and external customers. Understands the big picture and the benefit of working as a team to get the best results
JOB QUALIFICATIONS
- 2-3 years banking experience required
- Assistant Branch Manager experience preferred
- Excellent communication, sales, and customer service skills
- Ability to multitask, prioritize and manage time efficiently
- Proven track record of exemplary performance in bank operations i.e audits, CIP/KYC etc.
