Works with Region Manager to meet/exceed sales goals, provide leadership and guidance to personnel and ensure successful daily operations of the financial center.
Essential Functions
Manages financial center sales staff to meet/exceed financial center sales goals by mentoring/coaching the staff, using the ERB process to cross-sell additional products/services with a focus on Health Savings Accounts (HSA).
Ensures staff provides superior service to the customers by servicing transactional needs, maintaining confidentiality and responding to customer questions/requests in a timely manner.
Performs banking transactions and opens new accounts as needed.
Knowledge of Health Savings Accounts.
Proficient at identifying customer needs, recommending specific products and/or services.
Expands customer relationships by making appropriate referrals, such as investments, small business loans, commercial loans, and mortgage loans.
Conducts daily CI huddles with staff members.
Mentors/develops staff by providing on-going sales coaching, regular feedback on performance, opportunities for development, writing reviews, making recommendations to reward performance exceeding standards and handling employee disciplinary issues in a professional, objective and impartial manner.
Ensures staffing levels are adequate to meet needs by conducting interviews and hiring staff, complying with federal, state, and local employment laws and promoting equal employment opportunity efforts.
Ensures staff complies with the Privacy Policy, bank procedures and regulatory/operational/security guidelines by instructing/guiding employees and performing internal financial center audit functions.
Increases financial center efficiency and staff knowledge by ensuring employees are properly trained in banking transactions, customer service and cross selling skills, proper telephone etiquette and company goals.
Conducts presentations at manager meetings.
Satisfactory Mystery Shops for the Manager and the Employees that are supervised.
Secondary Functions:
Represents the financial center in the local community by participating in civic and community events and activities.
Assists Region Manager with the financial center budget process by providing suggestions when preparing the annual budget goals and controlling staff overtime and supply expense.
Identifies loan opportunities and makes tele-consulting calls.
Contributes to the team effort by working on special projects/reports, performing other job-related duties, and accomplishing related results.
Standards:
Able to perform all standards of the Financial Center, including profit contribution, fee income contribution, and increasing low cost of deposits- both consumer and commercial.
Financial center consistently meets deposit, deposit mix, controls expenses, fee income, and referral goals and aggressively strives to achieve personal sales goals as evidenced by sales reports and tracking forms.
Makes quality referrals for mortgage loans, small business loans, commercial loans, and investments as evidenced by sales reports.
Demonstrates the ability to make results-oriented business sales calls as evidenced by management observation during joint calls and input into sales.
Consistently coaches staff in office and holds CSR's accountable for meeting personal sales goals – coaching forms are thorough and demonstrate follow through in monitoring employee performance.
Thorough understanding of ERB process and ability to coach staff in quality results-oriented sales interviews.
Employee performance reviews are thorough, accurate and submitted by due date.
Receives favorable reports from support departments (Consumer, Operations, EFT, HR etc.) for own performance and performance of staff.
Has minimal exceptions to and favorable comments on monthly Financial Center Control Checklists, semi-annual audits, and internal audit reviews.
Demonstrates excellent customer service/sales skills both in person and on telephone as evidenced by management observation and properly completed sales/service systems.
Is actively involved in the community and finds ways to leverage those relationships into networking opportunities that result in new business as evidenced by sales reports.
Ensures staff attends all mandatory training within timeline specified and additional training classes within reasonable timelines.
Sets the standard for staff on professionalism, customer service, teamwork, attendance, and punctuality as evidenced by management observation.
Requirements:
Physical Demands:
Talking—Ability to express or exchange ideas by means of the spoken word.
Hearing—Ability to receive detailed information through oral communication.
Seeing—Ability to view a computer screen for an extended period of time and/or identify individuals visually.
Standing—Ability to stand on feet for long periods of time.
Walking—Ability to use feet and legs to move from one place to another specifically in narrow/confined spaces.
Finger dexterity—Ability to work with fingers for handling coins or other small objects and use a keyboard.
Reaching—Ability to extend hand/arms in any direction to move/handle objects.
Lifting—Ability to lift and/or move up to 25 pounds.
Knowledge, Skills and Abilities:
Associate's Degree in related field or equivalent business experience required.
Minimum 18 months combination banking and sales experience required, to include retail banking and consumer lending, 6 months with Liberty, preferred.
Ability to utilize sales techniques to expand banking relationships and a strong knowledge of bank operations/products and compliance regulations required.
Demonstrates leadership/decision-making skills and the ability to motivate/lead staff is required.
Strong communication skills and the ability to communicate with all types of individuals provide superior customer service and work well with others is required.
Professional manner and a well-groomed business-like appearance required.
Flexibility to participate in civic/community activities and work a flexible schedule based on financial center need is required.
Computer skills and the ability to utilize industry-related software are required.
An Equal Employment Opportunity Employer/Minorities/Females/Veterans/Disabilities
