Job Description

FUNCTION: This position provides excellent customer service and a full range of banking services with an emphasis on developing, building and retaining strong customer relationships. Contributes to the overall sales growth of the Bank by engaging in customer conversations to develop rapport, explore financial needs and goals and recommend solutions. Engages business partners to provide more expert assistance as appropriate. Responsible for the day-to-day branch operations and assists in planning, directing, organizing and controlling the activities of the branch, including management of employees. When necessary, processes routine and complex teller transactions efficiently and accurately while meeting the Bank\xe2\x80\x99s Customer Experience Standards. May assume responsibility for the Branch in the absence of the Branch Manager.

ACCOUNTABILITIES

Customer Experience:

• Promotes a customer-centered culture and attitude among staff
• Builds relationships by providing the highest level of service, demonstrating You Matter More to each customer, getting to know customers on an individual basis

• Engages in conversations and demonstrates advanced consultative sales skills to understand customer needs and financial goals, offers solutions as appropriate or refers to other team members in accordance with Bank strategy
• Understands the Bank\xe2\x80\x99s products and services and how they benefit customers, promoting as appropriate
• Embraces and utilizes the Bank\xe2\x80\x99s sales and coaching process, completes action plans in an effort to meet goals and may serve as the lead for ongoing individual and team coaching
• May serve as lead on Bank initiatives focused on Customer Experience

Business Development:

• Assists in building and fostering external bank advocacy network by becoming involved in various civic/charitable organizations, BSB sponsored events, boards, etc
• Under the guidance of the Branch Manager, assists or leads in conducting sales routines with staff members
• Assists in achievement of established branch production goals including deposits, various loan categories, business line referrals and other business development goals
• Under the guidance of the Manager, may be involved in proactive outside calling to establish new bank relationships for consumers and micro businesses in the branch geography
• Works closely with business line partners including Commercial Banking, Wealth Management, Treasury and Payment Services, Business Banking, Payroll and Merchant services to provide appropriate levels of expertise and support
• Serves as a role model, coach and sales resource to all team members as well as line of business partners

Human Resources:

• Participates in the decision making process for branch staff regarding employment, performance, promotions, salary, transfers and terminations
• Participate in the hiring and performance management of all direct reports
• Responsible for completion of the performance appraisals for all direct branch reports
• Provides leadership, conflict resolution, process improvement and communication to all staff members
• Supports, mentors and coaches team members in their professional development
• Creates and fosters a cohesive team and promote a positive work environment
• Develops a cooperative and collaborative working relationship with other departments and leaders in the company

Sales and Servicing:

• Serves as an in-branch sales and service contact by opening larger and/or more complex consumer and Maine Street business deposit relationships as well as processes and closes complex consumer and Maine Street business loan requests in compliance with Bank policies and procedures
• Provides customers with information on products and services, rates, service charges and fees as well as other relevant information
• Maintains a high level of knowledge on all deposit products and services as well as all consumer and Maine Street business loan products
• Understands business partner relationships and refers to other team members in accordance with Bank strategy
• Demonstrates ability to handle routine and more complex service issues independently, refers customers to appropriate staff for advanced problem resolution
• Researches and resolves problems either through direct action or referral to and follow up with other Bank resources
• Answers written and telephone inquiries from customers concerning bank services

Customer Transactions:

• When necessary accurately, efficiently and courteously processes teller transactions in compliance with Bank policies and procedures

Compliance and Control:

• Understands, demonstrates competency and maintains knowledge of the Bank\xe2\x80\x99s operational and risk management policies as well as the Bank\xe2\x80\x99s security policies and procedures, ensuring that staff members are knowledgeable of such
• Assists in ensuring that the Bank is in compliance with local, state and federal regulations
• Assists, sometimes acting as lead, in completing operational and audit functions within the Branch

Facilities Management:

• Responsible for ensuring that branch facilities and surrounding grounds are kept neat, clean and functional, elevating issues as appropriate

Financial Performance:

• Assists in making budgeting recommendations and operating the branch within the limitations of the established budget, managing controllable expenses

General:

• Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork
• Conforms to acceptable punctuality/attendance/professionalism standards as expressed in the Employee Handbook
• May train or assist in training new employees
• Performs additional duties as requested
• Travel to other branches for coverage may be required

COMPETENCIES:

• Leadership \xe2\x80\x93 motivates and encourages others; ability to attract, motivate and retain staff; delegates routine and important tasks and decisions, shares information, creates an inclusive environment, recognizes success
• Coaching Skills \xe2\x80\x93 provide strong skills coaching feedback to direct reports through regularly scheduled observations
• Integrity/Ethics \xe2\x80\x93 deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys news good or bad

• Vision/Values \xe2\x80\x93 supports company mission/values through daily actions and decisions, communicates the Bank\xe2\x80\x99s vision, mission and values to others
• Adaptability/Flexibility \xe2\x80\x93 adapts to change, is open to new ideas, takes on new challenges

• Initiative \xe2\x80\x93 takes action, operates as a pro-active self starter, acts on opportunities to improve, self directed with ability to plan own activities to achieve sales goals
• Interpersonal Skills \xe2\x80\x93 has good listening skills, excellent customer service skills, able to communicate clearly and professionally both in telephone and written communication; ability to interact with all levels of staff and management

• Productivity \xe2\x80\x93 manages time well, handles information flow well, strong multi tasking skills with the ability to prioritize and organize work flow, accepts accountability, meets accuracy standards

• Decision Making - sound judgment in decision making and problem solving; must be able to think through a problem, following proper steps in finding resolution

• Teamwork \xe2\x80\x93 team player with a positive attitude, promotes a team atmosphere, selflessly pitches in, shares information, partners well with others, willingly assists co-workers and share responsibilities
• Sales Skills \xe2\x80\x93 applies sales skills to identify customer needs and refer to appropriate business partners, translates product features to benefits, cross \xe2\x80\x93selling skills, ability to identify and act on sales opportunities, works to develop sales skills

KNOWLEDGE/SKILLS/EXPERIENCE REQUIRMENTS:

• High school diploma or equivalent required; college, business, banking or professional training helpful
• Two years experience in sales, retail banking, lending, customer service and/or operations
• Demonstrated advanced lending proficiency
• Demonstrated personal computer literacy

PHYSICAL DEMANDS/CONDITIONS REQUIREMENTS

• General office environment
• May be required to move bags of coin short distances. Moderate lifting (up to 50 lbs.) required.
• Moderate reaching, walking, sitting and standing required

EQUIPMENT USED

• General office equipment

External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.

Bangor Savings Bank