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’s 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 staffBuilds relationships by providing the highest level of service, demonstrating You Matter More to each customer, getting to know customers on an individual basisEngages 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 strategyUnderstands the Bank’s products and services and how they benefit customers, promoting as appropriateEmbraces and utilizes the Bank’s sales and coaching process, completes action plans in an effort to meet goals and may serve as the lead for ongoing individual and team coachingMay 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, etcUnder the guidance of the Branch Manager, assists or leads in conducting sales routines with staff membersAssists in achievement of established branch production goals including deposits, various loan categories, business line referrals and other business development goalsUnder 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 geographyWorks 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 supportServes 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 terminationsParticipate in the hiring and performance management of all direct reportsResponsible for completion of the performance appraisals for all direct branch reportsProvides leadership, conflict resolution, process improvement and communication to all staff membersSupports, mentors and coaches team members in their professional developmentCreates and fosters a cohesive team and promote a positive work environmentDevelops 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 proceduresProvides customers with information on products and services, rates, service charges and fees as well as other relevant informationMaintains a high level of knowledge on all deposit products and services as well as all consumer and Maine Street business loan productsUnderstands business partner relationships and refers to other team members in accordance with Bank strategyDemonstrates ability to handle routine and more complex service issues independently, refers customers to appropriate staff for advanced problem resolutionResearches and resolves problems either through direct action or referral to and follow up with other Bank resourcesAnswers 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’s operational and risk management policies as well as the Bank’s security policies and procedures, ensuring that staff members are knowledgeable of suchAssists in ensuring that the Bank is in compliance with local, state and federal regulationsAssists, 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 teamworkConforms to acceptable punctuality/attendance/professionalism standards as expressed in the Employee HandbookMay train or assist in training new employeesPerforms additional duties as requestedTravel to other branches for coverage may be required

COMPETENCIES:

Leadership – 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 successCoaching Skills – provide strong skills coaching feedback to direct reports through regularly scheduled observationsIntegrity/Ethics – deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys news good or badVision/Values – supports company mission/values through daily actions and decisions, communicates the Bank’s vision, mission and values to othersAdaptability/Flexibility – adapts to change, is open to new ideas, takes on new challengesInitiative – 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 goalsInterpersonal Skills – 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 managementProductivity – manages time well, handles information flow well, strong multi tasking skills with the ability to prioritize and organize work flow, accepts accountability, meets accuracy standardsDecision Making - sound judgment in decision making and problem solving; must be able to think through a problem, following proper steps in finding resolutionTeamwork – 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 responsibilitiesSales Skills – applies sales skills to identify customer needs and refer to appropriate business partners, translates product features to benefits, cross –selling 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 helpfulTwo years experience in sales, retail banking, lending, customer service and/or operationsDemonstrated advanced lending proficiencyDemonstrated personal computer literacy

PHYSICAL DEMANDS/CONDITIONS REQUIREMENTS

General office environmentMay 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.