Guest Experience Leader - Branch & Team Coach

Bank First; Two Rivers (WI); On-site; USD 65,000 - 70,000; Full time

Job summary

Bank First in Two Rivers, WI is seeking a Branch Manager to oversee branch operations, supervise frontline tellers and CSRs, and actively promote bank products and services. You will coach staff, manage schedules, and ensure compliance while delivering exceptional customer experiences.

The role emphasizes leadership, staff development, and community engagement, with a focus on notary duties when needed and maintaining security and regulatory standards. This is a full-time position.

Qualifications

• Minimum of 18 months banking experience, with both teller and supervisory experience preferred.
• Strong leadership and interpersonal skills.
• Ability to build trust and maintain positive relationships with customers and staff.
• Proficient in Microsoft Office Suite and banking software.
• Excellent organizational and time management skills.
• Knowledge of bank products and services.
• Experience with loan applications preferred.

Responsibilities

• Provide leadership and support to your office's frontline team of Tellers and Customer Service Representatives (CSRs), including performance evaluations, coaching, and conflict resolution.
• Participate in the hiring and training process for Tellers, CSRs and other branch staff.
• Conduct audits of teller drawers, ATM, cash dispensers, and the vault, ensuring adherence to regulations and security protocols.
• Create and manage schedules for your team in a manner that promotes flexibility and branch optimization.
• Foster a positive and collaborative work environment for the branch team.
• Resolve customer complaints and matters requiring attention, collaborating with other branch leadership as needed.
• Train and mentor your team on effective teller operations, customer service, policies and procedures, and cross-selling techniques.
• Participate in Branch Leadership Training programs monthly.
• Provide an exceptional G.U.E.S.T. Experience to all branch visitors, assisting with transactions, account openings, and all inquiries in person, email, or phone.
• Actively promote and present bank products and services to existing and prospective customers, identifying needs and recommending suitable options.
• Explain loan terms, rates, and customer responsibilities, assisting with loan applications when applicable.
• Manage all aspects of branch operations, including cash handling, armored car services, ATM maintenance, and night depository processing. Perform Teller and CSR role as needed.

Skills

Leadership

Customer service

Banking knowledge

MS Office

Banking software

Organization

Time management

Loan applications

Tools

MS Office

Banking software

Job description

Bank First in Two Rivers, WI is seeking a Branch Manager to oversee branch operations, supervise frontline tellers and CSRs, and actively promote bank products and services. You will coach staff, manage schedules, and ensure compliance while delivering exceptional customer experiences.

The role emphasizes leadership, staff development, and community engagement, with a focus on notary duties when needed and maintaining security and regulatory standards. This is a full-time position.