Description
Position Goals:
Assist the Banking Center Manager with the implementation of sales plans for the assigned banking center to achieve the strategic and tactical goals of the company. Provide guidance to the banking center staff to ensure delivery of superior quality service and product support for bank customers. Ensure operational soundness of the banking center through training, inspecting and coaching to policies and procedures. Serve as a key member of the banking center sales team to conduct thorough client conversations and deliver solutions to the customer while promoting the whole bank.
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Direct Management Received:
Under the general management of the Banking Center Manager
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Direct Management Exercised:
None
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Essential Duties and Responsibilities:
- Manage all operational aspects of the banking center.
- Own the successful delivery of operational scorecard results for the banking center.
- Adhere to and participate in completing the Daily Security Checklist including items such as oversight of operational aspects of the banking center, opening and closing of the banking center, conducting audits, and banking center balancing.
- Monitor and assist with the resolution of deposit and loan exceptions in a timely fashion to ensure compliance and improve the customer experience.
- Attend and/or complete applicable and required training classes. Manage and ensure completion of applicable and required training classes for all team members within the banking center.
- Ensure compliance for regulations and reporting, including but not limited to: BSA, OFAC, CIP, CRA, EDD, etc.
- Ensure total compliance of physical and information security policies such as business and consumer verification procedures.
- Assist Banking Center Manager with maintaining high expectations for branch appearance standards.
- Provide high quality customer service on a wide variety of general banking matters to nurture and grow both new and established long term relationships.
- Be highly responsive to process non-monetary requests for customers i.e. approve checks for cashing, accept and process stop payment requests, order debit cards, complete address changes and process check orders.
- Provide assistance on the teller line during peak times or when needed to help reduce wait times and fill service gaps.
- Resolve customer inquiries, problems and complaints with scope of authority while proactively using service to sales techniques to provide solutions to customers for current financial needs.
- Use feedback from Customer Service surveys to build customer loyalty and create customer advocates.
- Provide assistance with maintaining customer records and accounts.
- Engage banking center team and business partners to assist customers with a variety of personal and business banking needs.
- Ensure banking center team and partners deliver upon Gold Standard for Service expectations.
- Assist the Banking Center Manager in implementing sales tactics and strategies for the banking center to drive sales productivity and market share growth for deposits and loans through the following responsibilities:
- Assist the Banking Center Manager to fully engage the team in the Sales Management Process including, but not limited to, daily huddles, weekly sales and pipeline meetings, touch bases and coaching sessions.
- Fully capitalize on referrals from associates and business partners by effectively utilizing the guided conversation to deepen client relationships and deliver the whole bank through cross selling and partner referrals to increase share of wallet.
- Efficiently open deposit accounts, generate and close consumer loan applications for new and existing clients.
- Utilize kiosk to provide education and help customers enroll in electronic banking products and services during account opening.
- Complete all onboarding calls and activities in a timely fashion.
- Actively participate in teleconsulting activities including call blocks and call nights to achieve all weekly partner referral and appointment goals.
- Meet and/or exceed all established team scorecard goals and metrics for the banking center and contribute to the growth of the banking centers deposit and loan portfolios through the sales process. .
- Review and resolve personnel issues by partnering with the Banking Center Manager and Human Resources to ensure resolution within established procedures and guidelines.
- Evaluate overall performance of team members on a constant basis in an honest and impartial manner. Work with Banking Center Manager to provide feedback on team member’s performance reviews.
- Assist Banking Center Manager in fostering a positive employee experience within the banking center.
- Promote the bank through community involvement and leverage contacts to create a pipeline of new business.
Position Requirements:
Education - Â Â Â Â Â High School diploma or equivalent.
Experience - Â Â Â Â Over one (1) year of sales, management, banking, or related experience.
License - Â Â Â Â Â Â Â Â Â This position requires S.A.F.E. Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS). Employees hired or transferring into this position will need to meet the qualification requirements within three (3) months of hire.
Other -Â Â Â Â Â Â Â Â Â Â Â Â Â Ability to obtain Notary Public designation.
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Preferred Requirements:
Demonstrated ability to sell and cross-sell bank products and services.
Consumer lending experience.
Supervisory or lead experience in the banking industry.
Demonstrated ability to manage sales team to achieve threshold activity levels and performance goals.
Bachelor’s degree.
Qualifications
Education
High School (required)
GED (required)
Experience
This position requires S.A.F.E. Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS). Employees hired or transferring into this position will need to meet the qualification requirements within three (3) months of hire. (required)
Over one (1) year of sales, management, banking, or related experience. (required)
Licenses & Certifications
NMLS (preferred)
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
First Merchants Bank is an Equal Opportunity Employer and E-Verify participant (M/F/D/V).
