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The Bennington State Bank · 2 months ago

Retail Services Manager

Salina, KS

Full-time

Onsite

Mid Level

The Bennington State Bank is committed to delivering a high-quality banking experience through its talented workforce. The Retail Services Manager will oversee retail banking operations across branches, ensuring compliance with policies and enhancing customer satisfaction while serving as a resource for training and support.

BankingFinancial Services

Responsibilities

Conduct regular branch visits to observe, coach, and reinforce performance expectations

Serve as a cross-functional liaison between frontline teams and departments (IT, Deposit Ops, Marketing, Compliance)

Lead efforts to standardize systems, forms, and customer handling protocols across branches

Develop and maintain SOPs for teller and CSR procedures aligned with regulatory standards

Ensure adherence to banking regulations (Reg CC, Reg E, BSA/AML) and internal controls

Collaborate with Compliance and Risk teams to prepare branches for audits and regulatory exams

Champion service excellence through execution of customer experience standards (greeting, onboarding, issue resolution)

Act as escalation point for complex customer service issues, modeling empathy and professionalism

Coach staff and leaders on tone, service behaviors, and customer-centric communication

Partner with Marketing to launch and operationalize product/service campaigns across branches

Translate strategic goals into actionable frontline initiatives with measurable outcomes

Provide coaching materials, referral tracking tools, and performance dashboards

Design and deliver training programs focused on needs-based conversations and product referrals

Equip Market Presidents and branch leaders with coaching frameworks and leadership scripts

Foster a culture of continuous improvement and engagement through ongoing support and recognition

Proven ability to design, implement, and sustain standardized procedures across multiple locations, ensuring consistency, efficiency, and regulatory compliance

Served as a strategic liaison between frontline teams and departments including IT, Compliance, Marketing, and Deposit Operations to align goals and streamline execution

Deep understanding of banking regulations and audit preparation, with a strong track record of improving compliance outcomes and mitigating operational risk

Successfully coached branch leaders and staff on service behaviors, tone, and professionalism to foster a customer-centric culture and elevate brand experience

Skilled in translating marketing and product initiatives into actionable frontline strategies, driving engagement, adoption, and measurable business results

Designed and delivered training programs that promote needs-based conversations, product referrals, and team accountability, resulting in stronger performance and morale

Elevated customer satisfaction and reduced service complaints

Improved audit results and regulatory compliance

Increased staff engagement in campaigns and referral activity

Built strong partnerships with Market Presidents and branch teams

Achieved consistent execution of service and operational standards across branches

Qualification