Branch Manager

Reading Cooperative Bank; Andover (MA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical plans

Dental and vision coverage

Flexible spending accounts (FSA)

Disability insurance

Employee Assistance Program (EAP)

Generous paid time off

Interest-free emergency loan program

Tuition assistance

Job summary

Reading Cooperative Bank in Andover, MA is seeking an AVP, Branch Service Officer to lead branch staff, drive sales, and ensure exceptional customer service. You will manage daily operations, mentor staff, and collaborate with the Community Development Officers to expand deposits and services in the communities served.

The role requires a proven management background, a customer-centric mindset, and the ability to foster a high-performance team.

Qualifications

• 4+ years in a management or supervisory position.
• Bilingual English/Spanish preferred.
• Strong sales skills and excellent written and verbal communications skills.

Responsibilities

• Achieve and maintain a high level of customer service and satisfaction, individually and as a branch team.
• Actively seek solutions to meet customers’ needs, aiming to always find a path to “yes”.
• Provide high-quality customer service in person or over the phone, resolving issues effectively.
• Build and promote branch identity while fostering ownership and accountability for customer experience and branch success.
• Cultivate a welcoming atmosphere to ensure customer retention and grow the branch’s deposit base.
• Achieve growth goals for the branch; measure by customer adoption and retention.
• Provide leadership, coaching, and mentoring to branch staff; support training and development.
• Offer all bank products and services for new and existing customers.

Skills

Sales skills

Leadership

Customer service

Communication

Microsoft Office

Tools

CRM software

Job description

Under the direction of the SVP, Head of Retail, the core responsibility of the AVP, Branch Service Officer is to ensure customers experience exceptional service every time. The position focuses on leading and developing branch staff, driving sales, and operational efficiency. The Branch Service officer will be an integral part of a team with Community Development Officers attending events as required in the communities they serve.

ESSENTIAL FUNCTIONS AND RESPONSIBILTIES

• Achieve and maintain a high level of customer service and satisfaction, individually and as a branch team.
• Actively seek solutions to meet customer’s needs, aiming to always find a path to “yes”.
• Provide high-quality customer service in person or over the phone, resolving issues effectively.
• Build and promote branch identity while fostering overall ownership and accountability for customer experience and branch success.
• Cultivate a welcoming atmosphere to ensure customer retention and build lasting relationships that grow the branch’s deposit base.
• Achieve agreed upon growth goals for the branch; Measure achievement by increasing customer adoption and customer retention.
• Provide leadership, coaching, and mentoring to branch staff. Support training and development of branch employees.
• Offer all bank products and services (including account opening, maintenance, and processing transactions) for new and existing customers.
• Demonstrate full knowledge of all bank products, services and bank operations, making sound business decisions and minimizing risk.
• Ensure daily compliance with all Retail Banking policies and procedures.
• Efficiently perform all customer transactions using appropriate technology.
• Maintain proficiency in all in-branch operations (e.g., teller scanning, cash recycling/dispensing, etc.)
• Continuously enhance skills through internal and external training, and continuing education.
• Collaborate effectively with the Community Development Officer, Commercial and Residential team members to ensure the branch delivers sales and service to our customers on all product lines.
• Service small business customers with their business and cash management product needs.
• Actively participate in and lead branch involvement in community events and outreach.
• Demonstrated ability to create a climate in which people want to do their best; able to motivate and empower others by inviting input from each person and sharing ownership and visibility.
• A passion for mentoring and developing staff.
• Proven ability to set goals and hold employees accountable for achievement of goals.
• Pursues and cultivates a customer centric organization
• Superior knowledge of operational systems and RCB products and services.

REQUIREMENTS (Knowledge, Skills, Abilities and Education and/or Experience)

Knowledge, Skills & Abilities

• Strong sales skills, organizational ability and excellent written and verbal communications skills required.
• Excellent detail orientation, time management, and follow-up skills.
• Excellent PC skills, and use of Microsoft office products, i.e. word, excel, and power point.
• Must be an energetic, self-motivated leader with outstanding initiative.
• Must be results oriented and able to prioritize multiple tasks.
• Must be a person of high integrity who is dependable and professional at all times.

Education & Experience

• Bilingual skills (English and Spanish) preferred.
• Minimum of 4+ years in a management or supervisory position with strong people skills required.

BENEFITS

We offer a comprehensive and competitive benefits package designed to support the well-being of our employees, including:

• Choice of medical plans
• Dental and vision coverage
• Flexible spending accounts (FSA)
• Disability insurance

Additional benefits include:

• Employee Assistance Program (EAP)
• Generous paid time off
• Interest-free emergency loan program (up to $1,000, subject to program guidelines)
• Tuition assistance (available to full-time and part-time employees)

Compensation

The posted salary range reflects the base compensation we reasonably and in good faith expect to offer for this position at the time of posting.

Actual compensation may vary based on factors such as education, experience, skills, certifications, internal equity, and geographic location. This position may also be eligible for additional compensation, such as bonuses or incentives, where applicable.

Reading Cooperative Bank is an equal opportunity employer committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any kind and make all employment decisions without regard to race, color, religion, sex, pregnancy or pregnancy-related conditions, age, national origin, disability, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, Massachusetts, or local law.

This policy applies to all aspects of employment, including recruiting, hiring, compensation, promotion, benefits, training, and termination.