Assistant Branch Manager I West Roxbury Branch - Rockland Trust

Under the direction of the Branch Manager the Assistant Branch Manager I, assists with planning, directing, and controlling of branch operations, ensuring efficiency and effectiveness in accordance with established policies and procedures. The Assistant will create a positive and motivating team environment to help staff meet branch goals and objectives while ensuring a consistent superior customer experience.

This position works directly with the Branch Manager to:

• Train, motivate, and develop employees

• Accept responsibility with branch management for individual and overall branch sales and customer experience performance

• Nourish branch enthusiasm for participating in product promotion and other areas of opportunity

• Assist in tracking and reporting branch performance

• Ensure a consistent world class customer experience through cultivating a customer centric retail environment focused on identifying and providing team based solutions for customers financial needs

Responsibilities :

• Assists branch management in maintaining the operational integrity of the branch.

• Ensures proper controls are maintained over all branch operational processes and regulatory requirements

• Communicates new and/or changes to policies and procedures to branch staff.

• Takes responsibility for ensuring that the customer consistently receives a World Class Customer Experience with every branch staff interaction whether in person, over the phone or through digital channels.

• Manage referral targets on both on an individual basis as well as for the entire branch team leveraging a needs based, consultative sales approach and online product recommendation guides.

• Works with the manager to develop and implement sales programs and maintain a positive sales and service environment.

• Supervises branch staff in the absence of the Branch Manager

• Maintains a thorough knowledge of all products and services provided by the bank including Consumer Products, Home Lending, Business and Cash Management alternatives. Acts as a resource to others in product knowledge.

• Proactively identifies, reports and resolves customer issues to ensure a positive customer experience from the identification of a customer issue through resolution and actively promotes programs that solidify the customer relationship.

• Strong team player who leads by example and ensures full team compliance with RTC Policies and Procedures and demonstrates our RTC core values and delivery on our customer promises.

• Understands and utilizes Regional Based Staffing and branch staffing models to coordinate in branch customer demand while facilitating and supervising proactive outreach including outbound calling and external sales calls.

• Works with branch management to develop and maintain effective lobby management and customer outreach efforts to enhance the customer experience both in and outside of the branch.

• Maintains responsibility for other duties, processes and procedures as may be required by management.

• Displays a high level of professionalism, adheres to dress code policy, treats all people with dignity and respect, and performs in an ethical manner in all transactions and interactions

• Actively demonstrates technology and self service channels with new and existing customers promoting ATM, online banking and mobile banking alternatives.

• Consistently meets or exceeds sales and service expectations by effectively leveraging RTC needs based product recommendations

• Demonstrates the ability to generate sales excitement and acts as a coach and mentor to the staff

• Consistently meets or exceeds requirements on mystery shops

• Proficient in Microsoft Word and Excel with ability to operate a variety of office equipment

• Excellent verbal and written communication skills

• Sound risk decision making skills and strong operational proficiency

• Shows initiative in learning opportunities

• Meets compliance and audit requirements

• Demonstrates supervisory abilities to provide constructive and positive feedback and manage performance

• Serves as the bank representative in community activities

• Successfully pass the Level I Business Certification

• May be required to lift and/or move up to 50 pounds

• Establish and maintain effective working relationships

Once hired, continued employment is dependent upon successful completion of Teller Training, which includes an exam.

ABM I

·       Consistent high performance in sales, customer experience, overall transactions levels, and staffing levels in traditional, De Novo, or specialty branch location and/or extended 7 day banking hours locations

·       Assists with performance evaluations and staff development

·       Meets with Employees regularly to conduct one on ones.

·       Participates in the new employee interview and hiring process and makes recommendations for hiring in conjunction with the branch manager

·       Successfully pass Business Level II Certification

·       Supervises in conjunction with the branch manager, all aspects of new hire and customer on-boarding

Working Environment:

• Normal office requirements with long periods of standing and continuous customer contact

• Must have the flexibility to support a 6-7 day branch as customer needs dictate

• Must have the ability to lift and carry up to 50 pounds.

Required Experience:

• The ideal candidate should possess Retail Banking experience in a sales environment with strong supervisory experience.

• College degree and two to four years of retail banking or equivalent experience preferred

• Must be or become a Notary Public and NMLS certified

Our goal is to offer our colleagues the most generous benefits package possible. We strive to provide colleagues with a comprehensive benefits package and an environment that supports a healthy work-life balance. Benefits include: Competitive compensation with performance incentive awards, Health Insurance, Dental Insurance, a 401K and DC Plan for your retirement, LTD & Life Insurance, Day Care Reimbursement, Tuition Assistance for graduate and undergraduate programs, an award winning Wellness program and much more!

At Rockland Trust you'll find a respectful and inclusive environment where everyone is given the chance to succeed. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Under the direction of the Branch Manager the Assistant Branch Manager I, assists with planning, directing, and controlling of branch operations, ensuring efficiency and effectiveness in accordance with established policies and procedures.  The Assistant will create a positive and motivating team environment to help staff meet branch goals and objectives while ensuring a consistent superior customer experience.