Branch Experience Manager - Customer Service & Operations

Newtown Savings Bank; Bethel (CT); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401(k) plan

Medical benefits

Paid time off

Disability programs

Tuition reimbursement

Recognition programs

Job summary

Newtown Savings Bank in Bethel, CT is seeking a positive, high-energy Customer Experience Manager (Branch Manager) to lead branch operations, drive sales goals, and supervise staff. The role emphasizes coaching, policy adherence, and outstanding customer service across daily activities.

The position requires an associate's degree and 3–5 years of banking experience with supervisory responsibilities, plus the ability to motivate the team and manage compliance and audits.

Qualifications

• Associate's degree and/or 3-5 years of banking experience.
• Supervisory experience is a must.
• Ability to coach and develop staff while meeting sales goals.

Responsibilities

• Oversee branch operations, audits, and policy adherence.
• Coach staff, drive performance, and conduct evaluations.
• Resolve customer issues and maintain high service levels.
• Promote deposits and cross-sell loans and investments.
• Ensure CIP, BSA, AML, and OFAC compliance throughout the branch.

Skills

Supervisory Experience

Customer Service

Sales-oriented

Leadership

Education

Associate's degree

Job description

Location: Bethel, CT





How would you like to join our team? Newtown Savings Bank is seeking a positive, high-energy professional for a Customer Experience Manager (Branch Manager) position. This position is responsible for implementing and carrying out Bank policy, procedures and sales goals in addition to overseeing the operation of the branch. This position supervises, coaches, and develops the staff of the branch.

PRIMARY RESPONSIBILITIES:

• Responsible for overall operational efficiency of branch as well as audit requirements and results.
• Monitor and process overdrafts on a daily basis; exercise authority to render decisions on overdrafts by set deadlines.
• Drive staff to achieve operational goals. Provide timely coaching and motivation to employees; complete action plans for and manage performance of those who fall below the minimum operational performance objectives. Create and maintain an environment where employees feel engaged, supported and valued.
• Support the Bank’s Mission Statement, Vision Statement and Core Values with staff and monitor its continual use. Provide training as necessary.
• Communicate important information regarding procedural updates and fraud alerts to staff as necessary to reduce bank exposure to monetary loss. Ensure compliance with all applicable federal and state banking regulations, and bank policies and procedures.
• Lead weekly staff meetings to discuss policies, procedures, and sales activities and when appropriate include the Market Manager.
• Serve as primary point of contact for branch service, for all external and internal customers, exercising discretion to resolve customer complaints or properly refer them for assistance. Ensure branch staff provides excellent customer service, e.g., facilitating the meeting and greeting of lobby customers, using courteous telephone etiquette.
• Maintain and demonstrate knowledge of and adherence to all CIP, BSA, AML and OFAC requirements, as set forth in the Bank’s policies, procedures and programs. Complete all compliance requirements by scheduled deadlines.
• Regularly update the Regional Experience Manager on branch activity regarding service, audits, procedures, policies, sales performance and employee development.
• Independently prepare and conduct performance evaluations for all direct reports. Interview candidates for employment and make recommendations to Regional Experience Manager and/or Human Resources regarding staffing. Recommend and/or implement disciplinary actions and appropriate staff counseling for employees as needed. Actively pursue career growth and development opportunities for their team members.
• Promote the complete line of deposit products and related services to customers in an effort to reach defined goals and enhance profitability. Accept consumer and business loan applications. Solicit new business from existing and potential customers by independently identifying sales opportunities, uncovering needs and referring them to Commercial Lending, Retail Lending and Newtown Investment Solutions.
• Meet the Bank’s volunteer specifications and be involved in community activities as necessary.

POSITION REQUIREMENTS:

• Associate's degree and/or 3-5 years of banking experience
• Supervisory Experience is a must

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities


to perform the essential functions.

Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Full-time employees also receive a complete benefit package including a generous 401(k), medical benefits, paid time off, short- and long-term disability programs, tuition reimbursement, and participation in our service award and employee recognition programs.

Newtown Savings Bank is an equal opportunity employer and complies with affirmative action programs for qualified veterans and individuals with disabilities. Newtown Savings Bank shall not discriminate against any employee or applicant for employment based on race, color, religion, gender, age, marital status, national origin/ancestry, sexual orientation, gender identity, disability status, protected veteran status, or any other legally protected status