Job Details

Description

This position is scheduled 40 hours per week, 8:30 to 5:30 Monday through Friday. The schedule is subject to change based on the business needs of the Bank.

POSITION SUMMARY:

The Retail Service Manager is responsible for balancing customer needs, leading sales efforts, ensuring regulatory requirements are met and guaranteeing sound operational practices are followed. The Retail Service Manager leads their team to deliver a superior customer experience and is the primary resource for operational leadership and knowledge.

ESSENTIAL FUNCTIONS: Operations Leadership: • Demonstrate sound decision making by approving exception items and transactions; through the review of overdrawn accounts and determination on whether or not to pay items; and by identifying when situations require escalation or knowledge from an outside resource, and how to effectively access that resource to ensure a superior customer experience. • Lead daily operational tasks ensuring compliance and risk mitigation; ensure operational tasks occur within required time frames including routine guide, payroll approvals, and callback. • Process and audit bank transaction activities, including daily overdrafts, vault/counting cash, night drop, ATM procedures and certifications. • Act as an escalation point and resource for more navigating more complex customer transactions and issues. • Audit, correct, and update records, files authorizations, etc. held at branch. • Cross-train employees on various positions and tasks within the branch. • Provide input on recruitment, selection, training, and performance feedback for employees. • In partnership with Branch Manager, set the tone regarding goals and expectations for the branch team. Frequently communicate the Bank’s strategic direction, goals, products, and programs to team and help them connect their work to the Bank’s results.

Customer Experience: • Perform Relationship Banker duties as needed to ensure an optimum customer experience.

Sales: • Provide leadership and support of sales efforts through one-on-one coaching, branch huddles, and brainstorming creative solutions to customer needs. • Demonstrate and assist management to lead branch to grow the business following the Relationship Banker Model including making a connection, discovering needs, sharing recommendations and growing relationships. • Determine financial needs of customers and offer appropriate products. • Identify cross-sell opportunities by profiling customers with open-ended questions. Refer customers to other Bank partners for additional products.

Non-Essential Functions: • Perform other duties as assigned. SUPERVISORY RESPONSIBILITIES:

The Retail Service Manger I is a Team Lead that is often the technical expert, provides guidance and instruction to a group. May delegate work and oversee progress toward a goal. Often serves as a mentor for the team. May participate in but is not typically accountable for hiring decisions, performance management, or salary administration.

Knowledge, Skills and Abilities: Thorough knowledge of equity and non-equity consumer loans including lending requirements, loan process, and related software products.

Knowledge of all banking systems.

Knowledge of business and consumer products and services and ability to refer.

Knowledge of teller and new accounts operations.

Knowledge of State and Federal banking regulations.

Skills operating a personal computer including word processing, spreadsheet, presentation and banking software.

Ability to attend early morning and after hour meetings and events. Management Competencies: Coaching: Helps staff to discover and leverage their strengths, recognize obstacles to success, and identify a course of action to help them maximize performance; provides development opportunities and support through ongoing training and feedback; acts as a role model.

Motivating Others: Creates a climate in which people want to do their best and feel their work is important; inspires and empowers others; foster open dialogue; shares wins and successes; invites input from each person; values diversity; uses rewards and recognition to engage and retain employees. General Business Competencies: Decisiveness / Decision Making: Makes decisions authoritatively and wisely after adequately contemplating various available courses of action; considers alternative actions, resources, and constraints, and appropriately balances needs and desires before selecting method for accomplishing task or project.

Problem Solving: Develops actionable recommendations based on an understanding of trade-offs. commits to action after identifying alternative methods that are based on logical assumptions and information; takes into consideration resources, constraints, organizational values, and changing environments.

Product Knowledge: Demonstrates a working knowledge of the features and benefits of the products and services offered and understands how those features benefit customers.

Sales: Understands the steps necessary to identify potential customers and secure agreement with customer for service; meets or exceeds sales targets by applying the sales process in a variety of selling situations and to a variety of customers.

Verbal Communication: Expresses ideas effectively in individual and group situations adjusting style and methods to meet the specific needs of the audience; attentively listens to others to gather data and paraphrase meaning to verify understanding. Licenses and Certifications: National Mortgage Licensing System (NMLS) registration in accordance with the terms of the Safe Act of 2008 required.

Valid California Driver's License required. Physical Requirements:

Ability to stand, bend, stoop, sit, walk, twist and turn. Ability to lift up to 15 pounds occasionally. Indoor office work environment with a majority of time spent standing and/or sitting alternatively at a desk or teller window. The employee must be able to work schedules that meet the needs of the business, which may include early morning, evening and/or weekend hours

Education and Experience:

A combination of education and experience equivalent to an associate’s degree in business administration or related field; and knowledge typically gained through a minimum of two years progressively responsible experience in branch operations.

Compensation

The hiring range for this position is $23.35 to $28.50 per hour. The compensation offered will fall within this range commensurate with the candidate's applicable experience, education and skills.