Senior Branch Leader: Growth, Service & Team Impact

TBK Bank, SSB

Durango (CO)

On-site

USD 58,000 - 77,000

Full time

14 days+

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

Paid time off

Job summary

TBK Bank, SSB in Durango, CO is seeking a Senior Branch Manager to lead multiple branches, drive sales goals, and ensure service excellence in all customer interactions. You will develop and coach staff, manage daily operations, monitor compliance with policies, and partner with Sales and Service teams to deliver high-touch banking experiences for Retail, Commercial and Concierge clients.

Experience in retail banking and a focus on community engagement will help you succeed in our collaborative

Qualifications

3+ years in a managerial role.
5+ years in a retail banking environment.
Comprehensive knowledge of consumer compliance regulations, with an emphasis on CIP and disclosures.

Responsibilities

Leads and directs all aspects of retail banking branch activities.
Provide high quality, high touch service to Retail, Commercial and Concierge clients in person, by phone and email.
After-hours response to clients required.
Interacts with clients on a frequent basis to obtain feedback about their experiences in branch.
Utilizes client/guest feedback to recognize outstanding employee service performance and improve service delivery.
Emphasizes and holds leadership team accountable for addressing service failures or potential service failures, and for developing innovative ways to exceed client expectations.
Establishes presence in the market by actively promoting an exemplary branch/brand image, involving oneself in the local community, and by developing strategic alliances with local officials, businesses, and customers.
Anticipates needs of large groups or high-profile clients in order to deliver flawless service; verifies that products, services, and events attain the appropriate level of customer satisfaction.
Ensures that all front-line employees are able to conduct an effective presentation of the Bank’s products and services.
Conducts regular coaching sessions to reinforce customer service and cross-selling behavior with team members.
Establishes partnership and rapport with Sales and Service Team.
Performs the duties of Client Service Associate (CSA) and Teller during periods of high volume.
Orients team members to Bank policies and procedures, clearly communicating work duties and responsibilities.
Sets expectations with team members at branches to adhere to the Service Level Agreement.
Evaluates team member’s work performance and provides feedback through consistent and ongoing coaching and communication; conducts effective performance appraisals and takes corrective action whenever necessary.
Participates in decisions related to the selection, promotion, transfer and discipline of assigned personnel.
Schedules and supervises retail team members.
Administers organization policies in a fair and equitable manner with regard to discipline, tardiness or absenteeism and fully documents all incidents and actions taken.
Involves management when appropriate.
Conducts or oversees training for new employees to ensure established procedures are clearly understood and followed.
Serves as an escalation point for customer issues and concerns.
Analyzes branches deposit reports monthly and is prepared to discuss significant changes with Regional Sales and Operations Manager.
Ensures the completion of monthly operational activities and required checklists.
Reviews audit results and performance reports.
Conducts root cause analysis for areas requiring improvement and develops and implements solutions.
Manages the security of assigned branches, including the issuance of keys and access to the Bank’s security alarm and vault area.
Participates or organizes team members to participate in local community efforts in all assigned branches Partners with Sales and Service team to contribute to local events.
Performs duties in compliance with applicable laws and regulations, including but not limited to the Bank Secrecy Act (BSA) and related anti-money laundering laws, and in accordance with the Bank’s Information Security Program.
Continues professional development through training, seminars, certifications, and membership in professional associations, as applicable.
Adheres to Triumph’s core values and ensures that staff’s performance is in line with the same.
Performs other duties as assigned.