Job Summary The Assistant Branch Manager (ABM) assists and supports the manager in leading the branch team to meet and exceed performance targets, ensuring operational excellence, and providing an exceptional customer experience. The Assistant Manager assumes responsibility in the branch manager's absence, and plays a key role in building and retaining customer relationships. The Assistant Manager is also responsible for helping customers by discovering financial needs, processing transactions resolving customer issues, opening new accounts and offering convenience services. Position is responsible for being a role model for Flagstar Bank's customer-centric culture, while embracing diversity and maintaining ethics and integrity. Job Responsibilities: * Meet and exceed sales goals by working with customers to build and deepen relationships by uncovering financial needs, and recommending the best products, services and solutions to meet those needs. The Sr. Assistant Branch Manager maintains strong knowledge of bank products and services, and ensure the customer's needs are met by partnering with the appropriate specialist (MLO and FC) to serve the customer's mortgage and investment needs. Conduct behaviors to meet with more customers such as proactive outbound calling and generating referrals. This may include participation in 'Call Nights'. * Customer relations/satisfaction: Process Transactions/Customer Service. Greet customers and ask questions to determine their needs. Process financial transactions (cash and non-cash bank transactions, balance inquiries, cashier's checks, money orders, cash advances with credit cards, etc.) in an accurate and efficient manner in accordance with operational and regulatory guidelines. Assist with customer questions and/or issues relating to their accounts. Demonstrate strong customers service skills and the ability to resolve problems and prevent customer dissatisfaction. * Coaching: Promote and model the Flagstar values. Required to assist branch manager to coach and develop team. Assist with sales coaching by observing the branch team from the perspective of the customer. Coach team members on the proper execution of the sales formula and priority work while modeling the desired behaviors. * Operations: Assist branch manager in maintaining operational soundness for the branch and adhering to bank and regulatory guidelines. May include balancing cash drawers at the end of each shift, processing CTR reports and transactions, opening and closing procedures of the branch, ATM and vault balancing, opening and closing procedures of the branch, etc. Acquire and maintain up-to-date knowledge of applicable policies, procedures, guidelines and bank operating systems. Ensure operational efficiency and accuracy as it relates to all policies, procedures, compliance, origination, corporate audits, fee schedules, work schedules, and the overall branch operation. * Community involvement/CRA: Remain involved in the community as appropriate and assist branch manager with community events, etc. * Ensure compliance with applicable federal, state and local laws and regulations. Complete all required compliance training. Maintain knowledge of and adhere to Flagstar's internal compliance policies and procedures. Take responsibility to keep up to date with changing regulations and policies. Job Requirements: * 1 year retail branch operations and sales experience with knowledge of bank services and products. * 1 year recent experience in retail branch banking leading, managing, motivating and developing a team to meet & exceed assigned goals within results driven environment * NMLS Registration preferred * Life, Health, Series 6/63 preferred * HS Diploma, GED or Foreign Equivalent * Bachelor's Degree Preferred (Business or other related major) * Proven customer service skills and the ability to resolve problems and prevent customer dissatisfaction * Demonstrated effectiveness in managing operational requirements and procedures in a Retail Bank * Desire and willingness to call on prospects and existing clients for sales opportunities. Proven sales execution. * Proven record of developing and coaching high performance sales and service teams. * Proven track record of exceeding goal expectations by exemplifying appropriate behaviors and values. * Strong listening, verbal and written communication skills * Demonstrated ability to work well in a team environment * Demonstrated ability to follow company policies, guidelines and procedures * Proven track record of exceeding goal expectations by exemplifying appropriate behaviors and values. * Strong attention to detail and ability to multi-task * Demonstrated ability to maintain confidentiality using tact and diplomacy * Maintain professional dress attire and demeanor * Ability to work branch hours, including weekends and some evenings * Proven ability to deliver results * Ability to inspire others and to work with employees at all levels Internal Use Only: Band I
