Banking Center Manager II at First Horizon Bank

Location: On site at location listed in job posting

Summary

The Banking Center Manager manages all banking center employees and supervises day-to-day operations of the banking center while ensuring safety, operational soundness and excellent service levels. This position is also responsible for the sales culture in the banking center and the development of new and existing customers.

 Key Responsibilities Include 

• Sales-orientation with the ability to:
  • Plan, organize and motivate and lead employees in providing a sales and customer service oriented environment
  • Host weekly staff sales meetings to review sales efforts and deposit growth goals and results; lead the team to create new and innovative ways to ensure unit’s goals are achieved
• Manages all facets of the banking center including but not limited to:
  • The safety and soundness of the banking center and of the day to day operations of the center
  • Provide training, guidance and support to teammates
  • Supervising all staff; appropriately delegates duties and tasks, training for staff on all policies and procedures
  • Underwrites and authorizes loans within company guidelines
  • Safety/security issues and compliance training
  • Creates work schedules, communicates information on a timely basis ensuring comprehension and work areas are maintained per company policy
• Documents calls, referrals and cross selling opportunities and efforts; actively seeking, referring and retaining account relationships
• Creates quarterly and annual reports on business unit operations verses budgetary goals for supervisor Assists subordinates in resolution of difficult and or past due accounts
• Completes, passes and maintains an up-to-date status for all positional and company required compliance and regulatory courses by assigned due date(s)
• Participates in special projects and assignments and performs other duties as assigned

Leads and Builds Customer Relationships:

• Builds personal relationships with customers by being attentive to their personal lives and interests and by relating to their personalities, preferences, emotions and financial dreams
• Takes a conversational approach in balancing personal rapport building and qualitative and quantitative data gathering to identify customer financial priorities and objectives
• Guides customer interactions by setting meeting agendas and leading the conversation to remain focused on maximizing time with customer to match products and services with customer needs
• Demonstrates knowledge, confidence and enthusiasm for First Horizon products, services and specialists in all interactions with existing and prospective customers
• Proactively cross-sells customer relationships through telephone contacts, customer referrals, networking, building relationships in the community and in reactive sales situations.
• Obtains the customer’s preferred contact information (i.e., home or work numbers, email address) for efficient follow-up questions as needed
• Accepts ultimate responsibility for the quality of the deal and customer relationship

Trusted Advisor/Personal Impact:

• Proactively and systematically educates customers about financial strategies and First Horizon products and services (e.g., Financial Planning, Deposits, Investments, Insurance, Credit, Small Business) based on customer needs
• Communicates in an honest and straightforward manner with the customer
• Builds customer awareness of personal experience, certifications and licensing, First Horizon support team and focus on delivering customer value
• Attentively listens to customer questions and concerns to identify level of financial knowledge and customer priorities
• Draws from experience, completed financial plans and specialist support to appeal to the customer’s life stage, financial knowledge level and priorities for effective customer communication
• Delivers on customer commitments
• Respects the confidentiality of the customer relationship

Financial Analysis, Planning & Judgement:

• Analyzes customer’s financial information and credit worthiness and reviews financial plan recommendations to identify customer needs and opportunities for creating customer value
• Identifies relationship success factors while creating picture of customer, their financial relationships and needs
• Engages customers in problem-solving and creating their own profile and financial plan
• Partners with Financial Planning teammates to efficiently deliver a high quality financial plan to the customer

Customer Value Delivery:

• Manages own sales activities by setting goals, identifying targets, checking progress and maintaining efforts to sell, upsell, and cross-sell to the customer’s needs
• Demonstrates effective presentation skills in discussing financial plan recommendations and matching First Horizon products and services to customer needs
• Takes a positive and tactful, honest approach to discuss the customer’s financial gaps and goals outlined in the financial plan in terms of opportunities that can be supported by First Horizon products and services
• Continuously seeks customer understanding, agreement and commitment (verbal and non-verbal) regarding the product and service recommendations and redirects approach as needed to close the sale
• Demonstrates knowledge of First Horizon products and services and customer needs by coordinating the appropriate First Horizon specialists to build customer value with cross-selling efforts
• Builds confidence in the customer regarding the expertise of First Horizon specialists, the value of product and service recommendations and the ability of First Horizon to help him/her achieve financial goals
• Works to seek additional market, customer and First Horizon knowledge that supports delivering added customer value

Banking Center Portfolio Optimization:

• Demonstrates knowledge of the profitability of First Horizon products through consultative sales actions and results
• Demonstrates understanding of the loyalty and profitability link by actively working to build customer value and retain profitable customer relationships
• Uses creative problem solving in customizing products, features and combinations to deliver personalized service without sacrificing profitability
• Reviews customer accounts, portfolio reports and market information to identify sales opportunities and drive revenue

Team Player/Business Partner:

• Shares and seeks information from internal business partners to leverage First Horizon specialists in servicing and cross-selling based on customer needs
• Develops cooperative relationships with Banking Center teammates and other First Horizon team members to keep current on internal trends, policies, procedures, goals and efforts and delivery customer value
• Actively listens to First Horizon team members’ concerns about customer issues
• Seeks out coaches and mentors to use as a resource in helping serve and sell to customer needs
• Serves as a coach to others by sharing lessons learned and best practices to help teammates and specialists serve and sell to customer needs

Qualifications Include 

• Bachelor’s degree and two or more years high performing sales experience demonstrated though sales awards, incentives and recognition or an equivalent combination of education and experience.

• Experience in a financial services environment is a plus.

• Proven leadership ability, supervising two or more subordinate employees. 

• Willingness to acquire Wealth Management licenses is strongly encouraged and may be required as indicated by market conditions and competitive environment.

• Note: As part of the employment process for this position, you will have to meet the requirements of a background credit check. This position requires compliance with the S.A.F.E Mortgage Licensing Act of 2008 and all related regulations. Ongoing employment is contingent upon meeting all such requirements. 

 Knowledge, Skills, Abilities and Personal Characteristics

• Thorough knowledge of banking center operations and fundamental understanding of general bank operations;
• Proficient understanding of the components of Financial Planning, Deposit products, Credit products, Small Business products, Investment and Insurance products (depending on certification levels), and Alternative Delivery Options
• Ability to manage others and offer coaching and direction setting related to performance
• Consistently meets or exceeds individual and banking center sales and customer service goals
• Ability to disseminate information and guidelines clearly to employees and check for understanding
• Ability to work independently and collaborate effectively as a team member
• Strong follow-up
• Manages complaints and problems to the satisfaction of customer’s and banking center employees
• Awareness of financial market trends (e.g., general state of market, rates, consumer concerns)
• Ability to identify needs and make appropriate recommendations based on customer profiles
• Ability to effectively coach and counsel banking center employees, and to recognize the when each is required
• Ability to turn service and problems into sales
• Self-Motivated; Sales goal oriented
• Excellent verbal (face-to-face and telephone) and written communication skills, interpersonal and relationship building skills
• Excellent consultative sales and cross-selling skills
• Financial market awareness
• Financial analysis skills
• Proficiency with PC based special applications

About Us
First Horizon is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. With $81.7 billion in assets as of December 31, 2023, we serve clients through a team of approximately ~7,300 associates and ~418 banking centers throughout the southeastern United States. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. First Horizon has been recognized as one of the nation’s best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank.

Benefit Highlights
• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits

Corporate Diversity Commitment:
We remain committed to creating a more equitable society, and that starts with our associates, our clients, and the communities we serve. We do this by elevating equity, providing capital and counsel, and committing to excellence in everything we do.

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