Assistant Retail Service Manager

This position is scheduled 40 hours per week, 8:30 to 5:30 Monday through Friday and on Saturday (Rotate). The schedule is subject to change based on the business needs of the Bank.

ESSENTIAL FUNCTIONS:

• Operations

• Demonstrate sound decision making by approving exception items and transactions; through the review of overdrawn accounts and determination on whether to pay items; and by identifying when situations require escalation or knowledge from an outside resource, and how to effectively access that resource to ensure a superior

customer experience.

• Lead daily operational tasks ensuring compliance and risk mitigation; ensure operational tasks occur within required time frames including routine guide, payroll approvals, and callback.
• Process and audit bank transaction activities, including daily overdrafts, vault/counting cash, night drop, ATM procedures and certifications.
• Act as an escalation point and resource for more navigating more complex customer transactions and issues.
• Audit, correct, and update records, files authorizations, etc. held at branch.
• Cross-train employees on various positions and tasks within the branch.
• Act as an escalation point and resource in branch for more complex customer transactions and issues.
• Provide input on recruitment, selection, training, and performance feedback for employees.
• In partnership with Retail Service Manager, set the tone regarding goals and expectations for the branch team. Frequently communicate the Bank’s strategic direction, goals, products, and programs to the team and help them connect their work to the Bank’s results.

• Management

• Monitor and adjust staffing for transaction patterns to ensure adequate staffing. Partner with other Retail Service Managers to assign staff as needed to cover for absences.
• Recommend staffing and work assignments
• Conduct staff and coaching meetings
• Suggest processes and procedures to improve branch productivity.
• Assist with implementing and monitoring Bank policies and procedures

• Customer Experience

• Perform Relationship Banker duties as needed to ensure an optimum customer experience.
• Resolves customer complaints in branch to ensure a positive customer experience

• Sales

• Provide leadership and support of sales efforts through one-on-one coaching, branch huddles, and brainstorming creative solutions to customer needs.
• Demonstrate and assist management to lead branch to grow the business following the Relationship Banker Model including making a connection, discovering needs, sharing recommendations and growing relationships.
• Determine financial needs of customers and offer appropriate products.
• Identify cross-sell opportunities and refer customers to other Bank partners for additional products.

• Other Duties

• Other duties as assigned.

MINIMUM QUALIFICATIONS

Education & Experience:

Associate’s degree in business administration or related field; or a combination of equivalent education and experience. and 3 years of experience in branch operations.

Licenses & Certifications:

• National Mortgage Licensing System (NMLS)

Knowledge, Skills, and Abilities:

• Working knowledge of managerial principles, practices and techniques
• Thorough knowledge of relationship banker operations.
• Thorough knowledge of State and Federal banking regulations.
• Knowledge of all banking systems.
• Knowledge of business and consumer products and services and ability to refer.
• Knowledge of teller and new accounts operations.
• Knowledge of State and Federal banking regulations.
• Skills operating a personal computer including word processing, spreadsheet, presentation and

banking software.

• Ability to attend early morning and after hour meetings and events.

Physical Requirements:

Branches/CCC: Ability to stand, bend, stoop, sit, walk, twist and turn. Ability to lift up to 15 pounds occasionally. Indoor office work environment with a majority of time spent standing and/or sitting alternatively at a desk or teller window. The employee must be able to work schedules that meet the needs of the business, which may include early morning, evening and/or weekend hours.

Compensation

The hiring range for this position is to $24.75 to $30.32 per hour. The compensation offered will fall within this range, commensurate with the candidate's applicable experience, education and skills.

Who We Are

Established in 1890, Exchange Bank is one of the most unique community banks in the United States because of our history, ownership and legacy. Our employees enjoy a work environment that values a work/family balance, encourages community involvement and provides a competitive compensation and benefit package.

Our Mission - From generation to generation, we invest in people, business and community to build a strong future.

Commitment – Respect – Integrity – Teamwork