Service Manager (Branch Manager)

First Citizens; Marshall (NC); On-site; USD 55,000 - 85,000; Full time

Job summary

First Citizens Bank is seeking a Service Manager to lead a branch in North Carolina, supervising the staff, coordinating operations, and driving customer experience.

You will oversee deposits, lending, and referrals, partner with bank teams, and ensure compliance and training. The role reports to Branch Management and includes community outreach and driving branch results.

Qualifications

• 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.
• Must possess a valid driver's license. Position requires frequent driving to other offices, bank customers, etc.

Responsibilities

• Team Management - Manage performance and personnel functions for a team, ensuring sound operations and delivering customer value and financial results.
• Sales - Achieve individual/team financial and relationship metrics, engage with customers and referral sources.
• Service Standards - Foster partnerships to deliver value and address customer needs; optimize performance.
• Operations and Administration - Comply with regulations and policies, manage risk, and ensure operational efficiency.

Skills

Team Management

Sales

Service Standards

Operations and Administration

Performance Coaching

Service Excellence

Education

Bachelor's Degree

High School Diploma or GED/Equivalent

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.