ASSISTANT BRANCH MANAGER

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BAYCOAST BANK

Swansea, Massachusetts

POSITION DESCRIPTION

POSITION TITLE: ASSISTANT BRANCH MANAGER I

DEPARTMENT: COMMUNITY BANKING/BRANCH ADMINISTRATION

LEVEL: 106

FLEXIBLE WORK PROGRAM ELIGIBILITY CODE: N/A

FUNCTION:

Under the oversight of the Regional Manager and the direction of the Branch Manager, the Assistant Branch Manager I is responsible for the overall management of the Branch Office, in the absence of the Branch Manager. The ABM I is at the forefront of customer interactions as part of a branch-based team that provides high quality service that earns the long-term loyalty of our customers. Leverages communication skills and banking knowledge to engage with customers. Understands customer's needs which will provide financial solutions and advice to resolve issues and help customers achieve their financial goals. Ensures the office's compliance with operating policies and procedures and outside regulatory requirements; directly supervising assigned personnel; communicating with appropriate management and staff. Demonstrates a willingness to do more than is required or expected by embracing the Bank's mission statement and core values, which will improve results and morale as well as create new opportunities.

RESPONSIBILITIES:

• Be the face of BayCoast Bank, presenting a professional, friendly, and helpful appearance with every interaction
• Effectively engages with customer inquiries in a courteous and efficient manner
• Accurately processes various customer transactions.
• Leverages problem-solving and strong communication skills to resolve customer issues

• The Assistant Branch Manager is responsible to assist in the administration and efficient daily operation of a full-service Branch office, including operations, lending, relationship development, customer service, and security and safety in accordance with the Bank's objectives.
• Assists in developing new deposit and loan business, providing a superior level of customer relations, and promoting a relationship development and service culture through coaching, guidance, and staff motivation.
• Responsible for achieving individual and branch relationship development goals through new business development, referrals, and retention of account relationships.
• This position provides leadership, training, and supervision, supervising day-to-day operations of the branch.
• Expected to participate in community activities to increase the Bank's visibility and to enhance new and existing business opportunities.
• This individual must maintain a thorough knowledge of all Bank products, services, policies, regulations, and branch systems.
• Assist with making business calls to attract new business as well as enhancing ongoing relationships with existing customers, reviewing customer issues as needed.

RELATIONSHIP DEVELOPMENT AND SERVICE

1. Assists in the management of the Branch office in order to meet the financial service needs of customers in the assigned community market area.
2. Assists the Branch Manager in establishing growth, relationship development and profit objective for the office; providing input as to these objectives and to the manner in which performance will be measured and controlled.
3. Interacts with other Bank Officers to further expand customer relationships and develop new contacts. Promotes a desire to help or serve both internal and external customers, to understand and meet their needs.
4. Serves as an active member of the office team opening deposit accounts, taking loan applications, problem solving and providing Solutions to customers.
5. Helps to develop and cultivate business contacts in the community:

1. Seeks out and develops new business opportunities
2. Maintains an active, visible role in community organizations
3. Recognizes and acts upon opportunities to build relationships by helping others connect with others, offering information, sharing resources, etc. within the community.
4. Promotes staff involvement in community activities

1. Participates in coaching staff for success of marketing initiatives and contests in their Branch.
2. Embraces the Bank's commitment to Solutions by seeking and recognizing opportunities to refer our customers and new business to different areas of the Bank, BayCoast Insurance, BayCoast Bank Financial Services, Plimoth Investment Advisors, and BayCoast Mortgage.

1. Uses Salesforce to track identified tasks, leads and opportunities. Strongly encouraged to utilize and track referrals through Solutions to ensure proper credit and recognition.
2. Seeks and promotes opportunities to provide Merchant Services and Elan credit card products to customers.

STAFFING AND COACHING

1. Responsible for ensuring that all branch staff are adequately trained with respect to product knowledge, Customer Centric service standards and selling techniques, identifying weaknesses and strengths, and working with the Branch Manager to coach and develop for improvement or continued development of identified strengths.
2. Directly supervises assigned personnel as follows:
   1. Makes provisions for the proper orientation and training of new personnel. Assists in the review of employee performance throughout the probationary period.
   2. Assists with the preparation of the weekly staffing schedule to ensure proper staffing levels to meet customer needs. Willingness to work within a flexible work week as customers' needs dictate.
   3. Approves time and attendance records.
   4. Keeps informed of pertinent policies and procedures affecting the office and/or the staff; supports an atmosphere in which communication from employees is encouraged.
   5. Administers personnel policies and procedures as established by the institution.

1. An exemplary listener who is open to collaboration and cooperation between colleagues who share responsibility. Exhibits confidence in self and others; inspires and motivates others to perform well. Effectively influences actions and opinions of others; accepts feedback from others. Gives appropriate recognition to others.
2. Uses customer knowledge to coach and develop staff on how to optimize service delivery. Helps customers better articulate their needs; is skilled at handling unique or complex customer requests, issues, or needs.
3. Creates a branch environment that is highly personal, distinctive, interactive, and satisfying for customers and teaches others to do the same. Meets with front line staff on a regular basis to discuss how to be more supportive of their efforts with customers.
4. Coaches each staff member to provide exceptional service by completing monthly Observations and establishing action plans.
5. Assists Manager working with each staff member on established individual goals. Coaches staff to help them develop their skills and achieve their goals and assists in the development of career path development plans.
6. Provides input for the yearly performance evaluations and assists with the implementation of development/corrective action plans.
7. Resolves personnel problems in the absence of the Branch Manager.

OPERATIONAL

1. Makes certain that all office operations are performed in accordance with established Bank policies and procedures, either directly or through appropriate supervisor, i.e., end of day settlement, control of vault cash, etc.; makes recommendations for changes/improvements as appropriate.
2. Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the Bank's compliance with all regulatory requirements and ensures that the office and all personnel adhere to the same.
3. Provides the proper security, maintenance, and appearance of the office. Supervises the opening and closing of the building and the vault, makes necessary provisions for the securing of all documents containing customer information.
4. Maintains the Teller Over and Short reporting including the completion of Counseling Notices to staff while adhering to the Settlement Standard guidelines. Assists in the review of employee performance throughout this performance improvement period.
5. Maintains current knowledge of Federal and State regulations pertinent to the branch office operations.
6. Supports a working knowledge of the Bank's lending and credit policies and answers customer questions as appropriate; takes loan applications.
7. Communicates with other Bank departments to assist in answering questions and resolving issues.
8. Analyzes what went wrong when deadlines are missed, or the numbers fall short. Develops fully actionable plans that successfully respond to identified issues. Coordinates team effort and action to meet plans. Creates thorough implementation plans that include back-end checks for quality and accuracy.

1. Demonstrates a collaborative problem-solving style. Analyzes business and service problems from a systematic perspective; seeks long term solutions that will fix the problem, rather than just surface issues.
2. Is resourceful; knows how to "do-more-with-less" and is creative about finding ways to meet targets when challenged.
3. Implements strategies to achieve goals set for the Branch. Adheres to budget parameters.
4. Communicates with their Branch Manager, Regional Manager, Senior Vice President of Community Banking, Community Banking Officer, and appropriate staff in order to integrate goals and activities.
5. Attends all required trainings/meetings as assigned or scheduled.
6. Promotes and represents the Bank through involvement in community organizations.
7. Demonstrates complete knowledge of Customer Service Associate (teller) transactions and performs Customer Service Associate (teller) transactions & other duties as needed.
8. Assumes additional responsibilities as requested.

Knowledge/Skills/Experience Requirements:

1. Relationship development management experience. Demonstrated ability to lead, motivate, and develop staff. Proven ability to meet/exceed team and individual goals. Good interpersonal and communication skills. Customer service experience. Supervisory experience. Loan origination experience. Maintains a current registration with the Nationwide Multistate Licensing System (NMLS). Knowledge of bank products and services. Positive and helpful attitude.

Physical/Work Condition Requirements:

In the performance of respective tasks and duties, the employee is expected to successfully perform the essential functions of the position. Reasonable employee accommodation for physical or mental disabilities will be considered on a case-by-case basis. While performing duties the employee is required to sit, talk, hear, lift up to 50 lbs. pull open and close the vault or cash safe door, and may be required to work evenings and/or weekends, attend remote meetings and/or travel.

Equipment Used:

General office/bank equipment. Certain forms. Computer, printer, coin machine bill counter, copier, scanner, FAX, Card @ Once instant Debit/ATM card printer, safe deposit time recorder, alarm system, surveillance monitoring system.