Apply on Employer Site

M&T Bank · 2 months ago

Assistant Branch Manager in Ellicott City MD

Ellicott City, MD

Full-time

Onsite

Mid, Senior Level

$28.60/hr - $47.66/hr

4+ years exp

M&T Bank is a financial institution seeking an Assistant Branch Manager to assist in managing branch operations and enhancing customer relationships. The role focuses on developing new customer relationships, resolving service issues, and supporting the branch in achieving its sales goals.

Financial Services

Responsibilities

Develop new customer relationships and expand and retain existing relationships by proactively identifying opportunities leveraging the portfolio management process and utilizing the fundamentals of the Bank's sales process to achieve personal sales and/or referral goals. Identify financial needs of customers and present all appropriate product and service options by working cooperatively with appropriate internal business partners. Build new customer relationships through frequent interactions with customers during the first 90 days of the relationship

Proactively contact customers in assigned customer portfolio, as well as participate in branch sales promotions to support these efforts

Exemplify and provide leadership in support of the Bank's guidelines for delivering and coaching exceptional customer experience including proactively greeting customers, smiling, using their name and ending each interaction (whether in person or phone) by saying “Thank you for banking with M&T, is there anything else I can do for you today (customer name)?”. Maintain a professional manner to build customer confidence and trust

Take ownership of account servicing and error resolution, including resolving complex customer problems and taking complete ownership of issues escalated by other Bankers, including exercising override authority based on specific situation. Follow-up on these issues as required to ensure timely and accurate resolution, and convert servicing situations to sales/referral opportunities

Meet with customers entering the branch to assess and identify customers’ immediate and long- term financial needs; present all appropriate options and complete the sale and/or referral of products and services as appropriate. Support branch in achieving its customer retention, acquisition and growth goals including Insurance revenue if appropriate

Follow consumer/business banking guidelines for accuracy and proper new account handling and exception processing

Maintain thorough knowledge of all procedures affecting branch activities to complete appropriate action as required by circumstance

Project a positive image of M&T Bank within the community through involvement in local organizations

Exemplify and ensure compliance with operational, security and control policies/procedures, preventing fraud and protecting customer assets

Demonstrate teamwork by proactively assisting other branch colleagues when needed as well as actively participating, leading and contributing during Branch Team meetings

Coach branch team on quality referral and sales generation (based on Insurance licensing designations) to support sales activities

Supervise all branch operations in absence of Branch Manager. Assist branch management with new hires, including their training and coaching. Work with Branch Manager on new hires, resolving personnel problems, hiring, scheduling and monitoring expenses. Write and deliver performance appraisals or provide input to Branch Manager. Provide ongoing guidance and training to branch personnel on operating/platform problems, handling exceptions, adjustments, and sales

May exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations

Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management

Promote an environment that supports belonging and reflects the M&T Bank brand

Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable

Responsible for meeting and maintaining registration requirements under the Federal SAFE Act. Complete other related duties as assigned

Qualification

Retail sales experienceCustomer service experienceSupervisory experienceLife/Accident Insurance licensingSales/business developmentOrganizational skillsPrioritization skillsProblem resolutionProfessionalismBilingual (if needed)Verbal communicationInterpersonal skillsTime managementTeamwork

Required

Associate's degree and a minimum of 4 years' proven retail sales, call center, customer service and/or telesales experience or in lieu of a degree a combined minimum of 6 years higher education and/or work experience, including a minimum of 4 years' proven retail sales, call center, customer service and/or telesales experience

Minimum Of 1 Year's Supervisory And/or Leadership Experience

Pertinent state Life/Accident and Health Insurance licensing required within 18 months of entry into position. Note: branch provides training for licensing within 6 months

Excellent verbal communication and interpersonal skills

Proven ability to demonstrate exceptional customer service

Strong organizational, time management, and prioritization skills

Demonstrated sales/business development experience and success

Proficiency with personal computers as well as pertinent word processing, and spreadsheet software as well as email

Ability to communicate and function professionally with all levels of personnel and business partners across the organization

Ability to stand for long periods of time

Prolonged use of hands and fingers

Ability to lift light to heavy objects weighing 5 lbs. to 30 lbs

Ability to read fine print

Ability to interact with customers in an open face-to-face work environment