Branch Services Manager I

The Fidelity Bank; Raleigh (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

The Fidelity Bank is seeking a Branch Services Manager to lead daily branch operations and oversee Relationship Bankers. You will drive sales, provide exceptional customer service, ensure policy compliance, and mitigate risk while supporting loan requests and closings.

You will guide the team to meet scorecard goals, manage resources, and coach staff to deliver Right By You service excellence with a focus on accuracy and efficiency in a fast-paced banking environment.

Qualifications

• High school diploma or GED with 5 years banking experience.
• Knowledge of branch operations including teller and customer service.
• Ability to influence, motivate and coach others in bank operations.
• Ability to interface professionally with colleagues and customers.
• Knowledge of bank deposit, credit, loan, and non-retail products.
• Strong selling, referral, and service skills to sell bank products.
• Strong computer skills and ability to handle confidential information.
• Ability to manage multiple priorities and pass background checks.

Responsibilities

• Lead branch team to meet sales goals and coach Relationship Bankers.
• Oversee daily branch operations and internal controls, ensuring policy compliance.
• Maintain service excellence with proactive customer follow-up.
• Assist with consumer loan requests and loan closings.
• Perform other duties as assigned.

Skills

Leadership

Sales coaching

Customer service

Bank operations

Communication

Computer skills

Multitasking

Problem solving

Education

High school diploma or GED

Bachelor’s degree preferred

Tools

Banking software

Job description

Summary

The Branch Services Manager position is responsible for the daily operations and leadership of the branch and Relationship Bankers. This position is responsible for providing exceptional customer service while following Bank policies and procedures, maintaining essential controls and mitigating risk. The incumbent is also responsible for handling loan requests and assisting with the loan closing process. The incumbent works with the branch team to achieve their team scorecard goals and is responsible for achieving their own individual scorecard goals.

Summary

The Branch Services Manager position is responsible for the daily operations and leadership of the branch and Relationship Bankers. This position is responsible for providing exceptional customer service while following Bank policies and procedures, maintaining essential controls and mitigating risk. The incumbent is also responsible for handling loan requests and assisting with the loan closing process. The incumbent works with the branch team to achieve their team scorecard goals and is responsible for achieving their own individual scorecard goals.

Principal Accountabilities

Time: Description

• 35% Ensures the achievement of branch sales goals through helping customers meet their financial objectives and sales coaching. Provides leadership and direction to the Relationship Bankers, which includes hiring, managing resources and staff, developing, and attaining sales goals, delivering customer service, and performance management.
• 30% Oversees the daily operations of the branch ensuring compliance with Bank policies and procedures. This includes managing internal controls and other risk mitigating practices.
• 20% Ensures that the branch maintains service excellence demonstrated by exceptional Right By You quality customer service. Ensures customers are contacted consistently and a follow up process is in place and used.
• 10% Assists with consumer loan requests and the loan closing process. Assists in the correction of all loan exceptions in a timely manner.
• 5% Other duties as assigned.

Basic Qualifications

High school diploma or GED with a minimum of 5 years of banking experience required or an equivalent combination of education and experience.

Additional Qualifications

• In-depth knowledge of branch operations, including the teller and customer service function.
• Ability to influence, motivate and coach others through knowledge of bank operations.
• Ability to interface (orally and in writing) with all levels of associates and customers in a professional and diplomatic manner.
• Knowledge of bank deposit, credit, loan, and non-retail products.
• Strong selling, referral, and service skills to effectively sell the Bank's products.
• Strong computer skills.
• Ability to handle confidential or proprietary information.
• Ability to identify, think through and solve problems accurately and efficiently.
• Ability to manage multiple priorities.
• Must complete teller training classes.
• Must complete product knowledge, account maintenance, account opening, and consumer lending training classes.
• Ability to pass a background check.

Preferred Qualifications

• Bachelor’s degree preferred.
• Prior leadership experience preferred.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.
They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Affirmative Action/Equal Opportunity Employer