GENERAL SUMMARY:
Manages the operational, control, and service delivery functions performed in assigned branch location in support of the Regions and Areas located in the office. Coordinates with centralized processing and other service departments to insure timely resolution to customer inquiries. Insures high quality service delivery to all customers who interact through a branch office. Maintains staffing levels appropriate to the work, anticipating shortages and coordinating for coverage as necessary, and participating in further centralization efforts. May be assigned as Relationship Manager to a small group of accounts.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Customer Service: Responsible for delivery of high-quality service to customers who contact branch offices consistent with the Bank’s Mission Statement. Encourages staff to cross-sell services as appropriate to meet customer needs, enhance customer satisfaction, and assist in meeting branch deposit goals. Ensure that customer complaints and inquiries are reported and resolved timely and effectively.
Support of Relationship Managers: Participate in the development of Service Level Agreements for functional responsibilities within the branch in conjunction with Regional, Area, and Relationship Managers in the CBD, JBD, and SSSD Divisions. Monitor and report performance against agreed upon standards and take necessary actions to improve performance as required. May function as Relationship Manager on a small group of accounts.
Transaction Processing: Insure efficient and effective processes within branch locations for teller transactions, customer inquiries, new accounts, and safe deposit transactions. Coordinate with and utilize centralized service and support areas to insure efficient processing.
Risk Management/Operations Quality: Ensure adequate control over branch assets through enforcement of bank policies, adequate oversight of branch control processes, and by exercising sound judgment in approvals and recommendations.
Human Resource Management: Recruit, train, and motivate staff to meet goals and provide appropriate levels of service. Manage salary expense within budgets and performance guidelines.
Staffing: Monitor work volumes to insure appropriate staff levels in branch. Coordinate work schedules to insure adequate coverage during staff shortages and/or vacations. May be assigned other duties and responsibilities as necessary.