Branch Operations Lead & Customer Experience Coach

Newburyport Bank; Salisbury, Northern (MA, KY); Hybrid; USD 60,000 - 75,000; Full time

Job summary

Newburyport Bank is seeking an Assistant Branch Manager to oversee daily branch operations and lead staff to deliver exceptional customer service. The role emphasizes coaching, compliance, and operational excellence across the branch network.

The position requires at least 3 years in retail banking or customer service, with supervisory experience preferred. Bilingual candidates are a plus and willingness to work at multiple branches is expected. Applications at [e-mail].

Qualifications

• High school diploma required; Associate’s degree preferred.
• Minimum of 3 years of retail banking and/or customer service experience; supervisory experience preferred.
• Strong knowledge of branch operations and systems, proficiency in basic office software.
• Bilingual preferred.

Responsibilities

• Leads, coaches, trains, and develops branch staff with regular feedback, one-on-ones, performance reviews, cross-training, and disciplinary action as needed. Ensures employees meet performance, service, sales, and training expectations.
• Oversees daily branch operations, including staffing and scheduling, opening and closing procedures, night deposits, transactions, account maintenance, cash and coin ordering, cash and ATM functions, weekly and monthly audits, required reports, timecards, policy exceptions and transaction overrides, and process improvements.
• Partners with management to achieve branch sales goals, develop sales strategies, and strengthen customer relationships through needs-based conversations, product recommendations, account services, customer feedback and issue resolution, loan and financial advisory referrals, and collaboration with internal business partners.
• Represents the Bank at networking, volunteer, and community events to strengthen relationships and support business development.

Skills

Retail banking

Customer service

Supervisory experience

Bilingual

Education

High school diploma

Associate’s degree preferred

Tools

Office software

Job description

Newburyport Bank is seeking an Assistant Branch Manager to oversee daily branch operations and lead staff to deliver exceptional customer service. The role emphasizes coaching, compliance, and operational excellence across the branch network.

The position requires at least 3 years in retail banking or customer service, with supervisory experience preferred. Bilingual candidates are a plus and willingness to work at multiple branches is expected. Applications at [e-mail].