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Union Savings Bank - CT · 1 month ago

Branch Operations Manager - Bethel

Bethel, Connecticut, United States

Full-time

Onsite

Mid, Senior Level

Union Savings Bank is a financial institution seeking a Branch Operations Manager for their Bethel location. The Branch Operations Manager is responsible for overseeing branch operations, achieving sales and service goals, and ensuring compliance with regulations and customer service standards.

Banking

Responsibilities

Coach team members to bring to life all aspects of the USB Customer Service Commitment Charter and the USB brand

Lead by example to create a positive branch environment that is friendly and welcoming. Demonstrate a positive and upbeat attitude for your teams and clients on a daily basis

Ensure staff's follows USB Quality Service Standards (adhere and ensure that employees follow the "it takes two to say no") guideline

Responsible for the branch achieving positive customer service surveys

Accountable for successful retention of customers

Handle transactions accurately and efficiently, respecting the customer’s time

Serve as a resource to branch team members resolving customer service issues to ensure satisfactory results

Elevate to higher management level when appropriate

Respond to customer complaints/concerns within 2 business days and look to resolve issues promptly. Set clear expectations for clients and ensure follow-up is taking place

Maintain the highest levels of confidentiality and privacy of customer information

Participate in community service groups/activities

Promote and participate in lobby engagement

Maintain branch appearance and facilities making sure the they are well maintained and functioning properly; order maintenance when necessary

Maintain the safety and soundness of the branch by holding team members accountable for operational excellence

Ensure team & self adhere to all policy and procedures. Correct any audit violations

Monitor and/or manage branch RCI, overdrafts, charge off's

Process RIM within authorized limits

Comply with all S.A.F.E. Act regulations including keeping registration information (including but not limited to name, home address and work address) up to date and status as active

Provide N.M.L.S. registration number to consumers upon request and in all written communications in accordance with law, specifically on e-mail signatures and business cards

Perform essential customer transaction functions with accuracy and in a timely manner

Comply with all requirements of the Fair Lending regulations

Comply with UDAAP (Unfair, Deceptive Abusive Acts or Practices) regulations

Ensure all account documentation (ex: signature cards, resolutions, POA, Trust Agreements) are scanned to Bank Operations in a timely manner. Follow-up with team members as needed

In conjunction with the Branch Manager, achieve branch profitability goals. Review profit center accounting reports, develop and implement strategies for improvement in branch revenue and efficiency. Coach Service Reps to address customer fee based concerns by offering appropriate solutions

Assist the Branch Manager in tracking, strategizing, and accomplishing sales and service goals

Coach team members to proficiency in all aspects of the USB sales & service process

Ensure accountability is taking place by the team members

Demonstrate a sense of urgency with achieving branch deposit, loan, investment, cross sell goals through individual production. Providing feedback and coaching to the team on sales & service results

Maintain a working knowledge of all USB products and services sold directly in the branch and consistently educate and reinforce USB products and services with staff

Keep current on products/services available from other business lines to aid in cross selling efforts

Model USB sales & service process and promote usage of all USB sales & service tools, job aids and playbooks

Actively source and facilitate Bank at Work opportunities

Maximize all in-branch customer interactions to promote the value of banking with USB and expand/deepen customer relationships

Develop and retain high performing team members (Service Reps) through leading, coaching and managing all aspects of sales & service

Provide timely and meaningful coaching feedback

Motivate personnel and promote workplace enthusiasm by providing a positive work environment; provide opportunities for professional growth through education/training; provide the tools/skills (cross train) necessary for employee growth at USB

Minimize employee turnover due to job dissatisfaction

Ensure team members are dressed professionally

Efficiently manage staffing schedules to ensure a quality customer experience

Manage HR processes for direct reports (performance/incentive/introductory period reviews, recruitment, career development, training, interviews, disciplinary/corrective actions, etc.)

Participate with the interviewing process for new staff members

Qualification

Customer ServiceRisk ManagementFinance ManagementSales StrategyTeam LeadershipCoachingCommunicationProblem Solving

Required

In conjunction with the Branch Manager, the Branch Operations Manager is responsible for the operations of the branch and achieving sales and service goals

The Branch Operations Manager will assume all Branch Manager responsibilities in the absence of the Branch Manager

Coach team members to bring to life all aspects of the USB Customer Service Commitment Charter and the USB brand

Lead by example to create a positive branch environment that is friendly and welcoming

Demonstrate a positive and upbeat attitude for your teams and clients on a daily basis

Ensure staff's follows USB Quality Service Standards (adhere and ensure that employees follow the 'it takes two to say no' guideline)

Responsible for the branch achieving positive customer service surveys

Accountable for successful retention of customers

Handle transactions accurately and efficiently, respecting the customer's time

Serve as a resource to branch team members resolving customer service issues to ensure satisfactory results

Elevate to higher management level when appropriate

Respond to customer complaints/concerns within 2 business days and look to resolve issues promptly

Set clear expectations for clients and ensure follow-up is taking place

Maintain the highest levels of confidentiality and privacy of customer information

Participate in community service groups/activities

Promote and participate in lobby engagement

Maintain branch appearance and facilities making sure they are well maintained and functioning properly; order maintenance when necessary

Maintain the safety and soundness of the branch by holding team members accountable for operational excellence

Ensure team & self adhere to all policy and procedures. Correct any audit violations

Monitor and/or manage branch RCI, overdrafts, charge off's

Process RIM within authorized limits

Comply with all S.A.F.E. Act regulations including keeping registration information (including but not limited to name, home address and work address) up to date and status as active

Provide N.M.L.S. registration number to consumers upon request and in all written communications in accordance with law, specifically on e-mail signatures and business cards

Perform essential customer transaction functions with accuracy and in a timely manner

Comply with all requirements of the Fair Lending regulations

Comply with UDAAP (Unfair, Deceptive Abusive Acts or Practices) regulations

Ensure all account documentation (ex: signature cards, resolutions, POA, Trust Agreements) are scanned to Bank Operations in a timely manner

Follow-up with team members as needed

In conjunction with the Branch Manager, achieve branch profitability goals

Review profit center accounting reports, develop and implement strategies for improvement in branch revenue and efficiency

Coach Service Reps to address customer fee based concerns by offering appropriate solutions

Assist the Branch Manager in tracking, strategizing, and accomplishing sales and service goals

Coach team members to proficiency in all aspects of the USB sales & service process

Ensure accountability is taking place by the team members

Demonstrate a sense of urgency with achieving branch deposit, loan, investment, cross sell goals through individual production

Providing feedback and coaching to the team on sales & service results

Maintain a working knowledge of all USB products and services sold directly in the branch and consistently educate and reinforce USB products and services with staff

Keep current on products/services available from other business lines to aid in cross selling efforts

Model USB sales & service process and promote usage of all USB sales & service tools, job aids and playbooks

Actively source and facilitate Bank at Work opportunities

Maximize all in-branch customer interactions to promote the value of banking with USB and expand/deepen customer relationships

Develop and retain high performing team members (Service Reps) through leading, coaching and managing all aspects of sales & service

Provide timely and meaningful coaching feedback

Motivate personnel and promote workplace enthusiasm by providing a positive work environment

Provide opportunities for professional growth through education/training

Provide the tools/skills (cross train) necessary for employee growth at USB

Minimize employee turnover due to job dissatisfaction

Ensure team members are dressed professionally

Efficiently manage staffing schedules to ensure a quality customer experience

Manage HR processes for direct reports (performance/incentive/introductory period reviews, recruitment, career development, training, interviews, disciplinary/corrective actions, etc.)

Participate with the interviewing process for new staff members