Branch Manager I - Westborough, MA

Berkshire Bank Company; Westborough (MA); On-site; USD 56,000 - 102,000; Full time

Job summary

Berkshire Bank in Westborough, MA is seeking a Branch Manager I to lead all branch functions, drive revenues, sales, and customer satisfaction while coaching a diverse team to achieve results and ensure adherence to bank standards.

The role emphasizes community business development, deposits growth, operational compliance, and delivering exceptional customer experiences. Strong leadership and banking knowledge are required.

Qualifications

• 3+ years banking or management/supervisory experience
• Proven results in goal-oriented sales or customer service
• Outside business development skills
• Strong sales, management, and team leadership abilities
• Knowledge of bank operations, systems, and compliance
• Experience with commercial customers and lenders
• Excellent oral and written communication skills
• Strong customer service and interpersonal skills
• Detail-oriented with organizational and time management skills
• Willingness to work Saturdays and travel to nearby offices

Responsibilities

• Manage, grow and retain branch deposits and revenues in line with strategy.
• Create strategies and business opportunities to meet development goals.
• Engage customers and prospects, build rapport, and develop relationships.
• Advise customers on product selection and deliver tailored solutions including deposits, lending and referrals.
• Participate in outbound campaigns, branch initiatives and community involvement.
• Provide an outstanding customer experience at all touchpoints and lead by example.
• Coach and motivate staff to deliver sales and service excellence.
• Educate customers on digital banking services and convenient options.
• Handle complex issues, explain policies, and resolve service concerns.
• Oversee branch operations and audits, ensure security and confidentiality.
• Ensure regulatory compliance including BSA/AML; manage opening/closing, documentation, and account maintenance.
• Support branch meetings and training; drive audit results and minimize losses.

Skills

Sales leadership

Management

Team leadership

Customer service

Communication skills

Time management

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office (Word, Excel, Outlook)

Job description

Division: Retail Banking

Department: Various - Branch Network

Reports to: Regional Manager

Status: Exempt/Officer

Grade: 10

Salary Range: $55,588 - $102,474

Actual compensation within the pay range will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location.

Location: Westborough, MA

Purpose/Objective

The Branch Manager I is responsible for managing all functions of a retail branch, maximizing revenues, sales, and customer satisfaction while minimizing operating losses. Inspire, motivate, coach, and model sales and service behaviors. Lead a diverse team to achieve results, develop new business in the community, and ensure compliance with all bank standards, policies, and regulatory requirements. Mentor and coach to colleagues in areas of performance, product knowledge, account opening and customer experience process.

Key Accountabilities

Branch Leadership & Business Development

• Manage, grow and retain branch deposits and revenues in accordance with the bank's strategic plan.
• Create strategies and business opportunities to meet business development objectives and goals.
• Engage customers and prospects, build rapport, and proactively develop new relationships while retaining and expanding existing ones.
• Advise customers on product selection, identify financial needs, and deliver tailored solutions including deposit, lending, and business partner referrals.
• Participate in outbound calling campaigns, branch initiatives and community involvement to develop new business.

Customer Relationship Management

• Provide an outstanding customer experience at all points of contact. Lead by example and promote a positive attitude.
• Manage, coach, and motivate branch colleagues to deliver an exceptional customer experience and sales performance.
• Educate and assist customers with digital banking services and recommend convenient banking options.
• Handle complex customer issues, explain bank policies and procedures, and resolve service concerns.

Branch Operations & Compliance

• Oversee branch operations audit process.
• Follow all bank policies and procedures, including security of bank assets and confidentiality of customer information with adherence to Customer Information Practices.
• Ensure compliance with all banking regulations, policies and procedures, including BSA/AML.
• Assist in managing daily branch operations, including opening/closing, security, audit, and compliance procedures.
• Ensure proper documentation and compliance for all new accounts, loan requests, and account maintenance.
• Maintain professional branch appearance and supply inventory.
• Provide support to branch and lead team meetings
• Achieve satisfactory audit results and minimize losses.

Leadership & Talent Development

• Provide effective leadership and coaching to promote career development and growth.
• Foster a motivated, inclusive, and productive team environment.
• Responsible for hiring, retention, and performance management.
• Conduct staff meetings and training to ensure compliance, customer relationship building, and a positive customer experience.

Education

• High school diploma or equivalent required.

Experience

• Minimum of 3 years of banking or management/supervisory experience.
• Proven results in a goal-oriented sales or customer service environment.
• Outside business development skills.
• Strong sales, management, and team leadership abilities.
• In-depth knowledge of bank operations, systems, and compliance.
• Experience working with commercial customers and lenders.
• Proficient knowledge of cash management products.
• Excellent oral and written communication skills.
• Excellent customer service and interpersonal skills with a strong customer focus.
• Detail-oriented with strong organizational and time management skills.
• Basic computer skills; familiarity with Microsoft Office (Word, Excel, Outlook).
• Must be eligible for registration in the Nationwide Mortgage Licensing System & Registry (SAFE Act) and other licensing as required.
• Ability to work flexible hours, including Saturdays and travel to nearby offices as required.

Skills & Knowledge

• Superior customer service and relationship building skills.
• Strong communication and interpersonal skills.
• Ability to work in a flexible, cross-trained environment.
• Strong coaching and mentoring skills required.
• Ability to prioritize workflow, multi-task, and meet deadlines.
• Enthusiastic, goal-oriented, and customer-focused.
• Ability to analyze situations and solve complex issues.

Behavioral Expectations

• Demonstrate teamwork, adaptability, accountability, and leadership, in alignment with Beacon Bank's core values. The Core Four are the guiding principles that illustrate what we stand for at Beacon Bank and how we serve our clients, colleagues and communities.

Beacon Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us at [e-mail].