Branch Operations Leader & Customer Experience Coach

Reading Cooperative Bank

Nahant (MA)

On-site

USD 65,000 - 90,000

Full time

2 days ago

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Benefits offered by this job

Medical plans (choice of)

Dental and vision coverage

FSA

Disability insurance

Employee Assistance Program (EAP)

Generous paid time off

Interest-free emergency loan program

Tuition assistance

Job summary

Reading Cooperative Bank in Nahant, MA is seeking an Assistant Branch Manager to partner with the Branch Service Officer to lead daily branch operations and deliver exceptional customer experiences. You will supervise staff, coach for sales and relationship building, ensure regulatory compliance, and step in for the Branch Service Officer as needed.

From operations to customer service, you will drive performance, security, and accuracy of deposits, loans, and transactions while modeling

Qualifications

Bachelor's degree preferred.
Minimum of 3 years banking experience required.
2+ years of supervisory or leadership experience preferred.
Familiarity with local markets and communities, strongly preferred.
Proven success in customer service, relationship building, and sales.
Bilingual skills (English and Spanish) preferred.

Responsibilities

Assist in managing the daily operations of the branch to ensure efficient and effective delivery of service.
Maintain responsibility for branch security, internal controls, and operational procedures.
Support scheduling, workflow management, and delegation of responsibilities to branch staff.
Oversee cash management activities, including vault maintenance, balancing, cash ordering, negotiable items, outage resolution, fraud prevention, and operational error management.
Ensure adherence to all bank security procedures and maintain proper functioning of security and safety systems.
Maintain accurate records and controls supporting branch transactions and operations.
Assist with internal and external audits, regulatory examinations, and corrective action planning.
Ensure satisfactory audit performance and operational soundness.
Resolve operational and customer service issues promptly and professionally.
Serve as backup for branch staff functions as needed.
Perform branch opening and closing responsibilities.
Maintain compliance with all applicable banking regulations, including Bank Secrecy Act (BSA) requirements and annual compliance training.
Open consumer and business deposit accounts and assist customers with a wide range of banking needs.
Identify customer needs and recommend appropriate banking solutions.
Promote and cross-sell products and services that enhance customers' financial relationships with the bank.
Coach team members on customer engagement, referral generation, and sales effectiveness.
Support branch sales initiatives and contribute to achieving branch performance goals.