Financial Center Assistant Manager

Responsibilities

Manage the financial center operations staff to ensure operational efficiencies and optimum customer service is achieved

Responsible for interviewing and selection of non-exempt operations staff

Conduct onboarding and training of operations staff

Manage performance of staff and provide timely feedback

Partner with Human Resources relative to disciplinary action and / or involuntary separations

Manage schedules and workflow

Ensure compliance with operating policies and procedures

Conduct regular one-on-one meetings with direct reports

Conduct training to reinforce policies and procedures pertaining to financial center operations

Ensures completion of required annual training requirements (BAI)

Assist customers by processing a variety of financial transactions efficiently and accurately according to established Bank policies and procedures as needed

Open new accounts, including but not limited to checking, savings, CD’s, IRA’s, Business

Process maintenance, operations and correspondence for new and existing accounts

Provide account services to customers by receiving deposits, verifying cash and endorsements, cashing checks, accepting savings deposits and withdrawals

Verify customer identity, endorsements, and signatures while maintaining alertness for forgeries, stop payments, fraudulent items, and false identification

Admit customer to safe deposit box

Originate consumer or small business lending

Provide transaction overrides and approvals within authorized limits

Consistently meet customer service expectations by offering excellent service, including greeting customers, smiling, using their name and building rapport with customers designed to generate customer loyalty

Assist Financial Center Manager with overall management of the financial center

Exercise administrative control over all functions of the financial center including audit and compliance, staffing, employee coaching and motivation

Facilitate financial center meetings for delivery of vital operational information

Oversee building and grounds maintenance and report any issues to Facilities Department

Demonstrate and promote high ethical standards and behaviors in accordance with the values of Independent Financial

Build internal and external relationships through exceptional problem resolution, ownership, and follow-through. Promotes teamwork, cooperation, and collaboration

Stay informed of policy changes / updates and communicate information to financial center team in a timely manner

Support growth, retention, and profitability of accounts to meet sales goals and revenue growth of the financial center

Actively participate in meeting financial center growth initiatives offering referrals and services to new and existing clients

Actively participate in community programs and activities to promote the Bank and generate new customer relationships

Acquire, expand, and retain client relationships with existing clients and prospects to achieve target objectives

Participate in weekly coaching sessions with financial center leadership

Conduct discussions with existing clients and prospects to understand background and identify banking needs through effective profiling;

clearly communicate potential solutions

Cross-sell all products and services to meet customers’ needs and achieve strategic objectives and retention goals

Refer to other lines of business in order to expand new and existing relationships

Support growth, retention, and profitability of accounts to meet targets of the financial center

Direct sales processes including behaviors during cross-selling at new account openings, lobby observations, customer profiling, target setting, call preparation, coaching, and managing results

Maintain the required knowledge of products, services, policies and procedures, and other compliance requirements that pertain to the Retail Bank

Demonstrate knowledge and understanding of new account and teller systems; maintaining technical expertise of current products

Process all financial transactions in adherence to BSA / AML statutory and regulatory requirements in accordance to the procedures and policies established

Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets

Obtain legal documentation and all required customer information in compliance with the Bank’s New Account Opening Policy, the Bank Secrecy Act and the US Patriot Act’s Customer Identification Program

Serve as subject matter expert and point of escalation for customer complaints, complex transactions, balancing discrepancies or other operational matters

Qualifications :

Education Requirements and Minimum Experience

High school diploma or equivalent education certificate (GED)

Minimum of 4 years of banking experience with emphasis on branch operations, required

Minimum of 2 years management experience, required

Previous experience in consumer lending, preferred

High school diploma or equivalent education certificate (GED)

Bachelor’s Degree in related field

Minimum of 3 years of banking experience with emphasis on branch operations, required

Minimum of 2 years management experience, required

Previous experience in consumer lending, preferred

Licenses and Certifications

This position requires registration with the National Mortgage Licensing System (NMLS) under the terms of the SAFE Act of 2008 and Regulation Z.

Upon hire you will be subject to the required registration process, which includes a federal criminal background check. Failure to meet or maintain any of the NMLS registration requirements, including maintaining a satisfactory criminal record while employed with Independent Financial, may result in separation of employment.

Required pre-employment screenings are conducted separately from the NMLS registration process

Knowledge, Skills, Abilities

In-depth knowledge of financial products, services, procedures, policies and appropriate regulatory issues relating to daily job functions

Ability to complete routine transactions with limited supervision

Ability to identify problems, evaluate alternatives, and implement effective solutions

Ability to effectively plan, manage, and delegate the work of others

Strong organizational, interpersonal, communication, and customer relation skills

Attention to detail and mental concentration for accurately performing tasks

Ability to balance multiple tasks simultaneously

Ability to handle frequent interruptions

Ability to follow standard operating policies and procedures

Proven ability to identify customer needs and tailor features and benefits of products / services to customers with differing needs

Ability to make personal connections, engage and educate customers, ask open-ended questions and use listening skills to establish trust and build lasting customer relationships

Working knowledge of Silverlake system, preferred

Computer proficiency with working knowledge of Microsoft Office Suite applications, required

Ability to adapt to changing work environment

Ability to work during financial center hours of operation

General knowledge of Bank Secrecy Act and OFAC related responsibilities in the performance of daily operations to ensure adherence to bank policies and compliance with all regulatory requirements

Occasional lifting and maneuvering of coins up to 25lbs may be required

Job Details :