Service Manager (Branch Manager)

First Citizens Bank; Marshall (NC); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Benefits program

Job summary

First Citizens Bank is seeking a Service Manager to lead a branch, oversee daily operations, and drive sales through proactive customer outreach. You will manage a team of sales and service representatives, ensuring service standards and regulatory compliance while delivering value to customers and the community.

The role emphasizes coaching, operational efficiency, and collaboration with bank partners to identify opportunities for lending and deposits growth in a community-focused setting.

Qualifications

• Bachelor's Degree with 2+ years of experience OR High School Diploma with 6+ years in financial services, sales or bank operations.
• Leadership experience preferred (2 years).
• Licensing: complete Bank-sponsored licensing within 12 months if required.

Responsibilities

• Lead and coach branch staff to achieve performance targets while delivering superior customer service.
• Drive proactive customer outreach and referrals to specialty partners.
• Ensure compliant operations and risk management across deposits, lending, and daily banking activities.
• Coordinate with partners and bank departments to optimize sales and service delivery.

Skills

Team Management

Sales

Service Standards

Operations and Administration

Structured sales process

Providing financial guidance

Financial literacy

Retail banking products

Operations management

Performance Coaching

Service Excellence

Education

Bachelor's Degree

High School Diploma or GED

Job description

Overview

Stable. Family. Opportunities. Unique. Whether First Citizens Bank has been established for 120+ years, or expanding its presence in your market, we invite you to be a part of our story. We're looking for people who want more than just a job - who want to make a difference in the communities where we live and work.

As a Service Manager at First Citizens Bank, you will be responsible for the overall management and leadership in a branch. You will oversee the branch operations with the support from an operations specialist. You will manage a staff of sales and service representatives. Manage banking relationships through proactive customer outreach and customer service requests. This position is responsible for opening deposit accounts and related banking services, lending and identifies referrals for specialty partners.

Responsibilities & Qualifications

Duties & Responsibilities:

• Team Management - Manage performance and personnel functions for a team, ensuring operational soundness while executing on a plan to deliver results that create value for the customer and meet the financial expectations of the bank. Drive accountability to role expectations, responsibilities and authorities, providing one on one feedback and coaching that supports associate development and achievement of results. Regularly and proactively leverage the expertise of bank partners, other managers or team

Sales - Achieve individual and/or team financial, production and relationship results relative to the specific metrics and goals assigned. Sales results should align with the needs of the community and ultimately support the organizational commitment to diverse lending. Engage with customers, prospects and referral sources through proactive outreach. When appropriate, represents the Bank in the community by attending and participating in civic and community events for the purpose of generating additional business and identifying potential CRA opportunities for the Bank. Engage in sales practices that are aligned to create value for both the customer and the bank. Appropriate partnering, planning and preparation occurs to ensure conversations provide the relevant financial guidance needed to drive informed decisions.

Service Standards - Foster collaborative partnerships that deliver value for customers, prospects and colleagues. Initiate conversation to uncover sales or referral opportunities. Listen attentively and ask insightful questions to understand customer needs and preferences; and take prompt actions to address immediate needs. Proactively look for way to optimize performance by seeking coaching, supporting Bank initiatives and leveraging tools to enhance activities.

Operations and Administration - Comply with all regulations, bank policies, procedures and delegated authorities to manage risk related to credit, operational, reputational, regulatory and legal aspects of personal interactions, customer transactions and financial exposures. Complete required training by established deadlines. Perform general office management duties as assigned to ensure operational efficiency. Associates in roles defined to take deposits are accountable for transaction accuracy and operational efficiency of that function. The results may include an accountability for individual contribution as well as team performance.

Position Specific Skills:

• Application of a structured sales process
• Providing financial guidance and expertise
• Financial literacy
• Knowledge of retail banking products and services
• Operations management
• Performance Coaching
• Service Excellence

Qualifications:

• Minimum Required Education and Experience: Bachelor's Degree and 2 years' experience OR High School Diploma or GED/Equivalent and 6 years' experience in Financial services, sales or bank operations
• Preferred Area of Experience:2 years in a leadership role
• Required Licenses or Certifications: In cases where licensing is required, associates must complete the Bank-sponsored licensing program within 12 months of entering the role.
• Must possess a valid driver's license. Position requires frequent driving to other offices, bank customers, etc. Bank car not provided.

Additional Information

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.

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