SUMMARY
The Assistant Retail Manager is responsible for the day-to-day management of the retail branch, ensuring exceptional customer service, operational efficiency, and compliance with banking regulations. This position manages retail staff and oversees day-to-day retail branch operations. The Assistant Retail Manager drives operational excellence, employee engagement, and high standards of service delivery to help the branch meet its business and service goals.
ESSENTIAL DUTIES
• Supervise, mentor, and develop retail team members to provide exceptional service and achieve individual and team performance goals.
• Responsible for hiring, coaching, performance evaluations, and providing corrective action as needed.
• Lead team meetings, provide on-the-spot coaching, and support ongoing staff training and development.
• Help foster a positive, inclusive, and customer-focused culture within the branch.
• Oversee and support daily branch operations, including managing cash and the vault, supporting audits, and enforcing security protocols.
• Ensure operational soundness and compliance with internal policies, procedures, and regulatory requirements (e.g., BSA, AML, OFAC, Reg CC).
• Maintain accurate records, conduct periodic audits, and assist in resolving operational or procedural issues promptly.
• Serve as a keyholder and perform opening/closing duties as required.
• Lead by example in delivering exceptional customer service and ensure prompt resolution of escalated customer issues or concerns.
• Support new account opening, teller transactions, and problem resolution when needed.
• Educate customers about bank products and services to meet their financial needs and deepen relationships.
• Ensure branch activities adhere to federal, state, and bank-specific regulatory guidelines.
• Participate in audits and examinations, helping prepare required documentation and responding to findings as needed.
• Schedule shifts and manage day-to-day staff coverage to ensure branch operational needs are met.
• Support community involvement initiatives and identify opportunities to enhance the bank’s local presence.
SECONDARY DUTIES
The Assistant Retail Manager performs duties specific to the position and other functions as assigned.
RESPONSIBILITIES
• Ensure compliance with all bank policies and procedures, as well as all applicable state and federal banking regulations.
• Treat people with respect, keep commitments, inspire the trust of others, work ethically and with integrity, uphold the bank’s values, and accept responsibility for one’s own actions.
• Demonstrate knowledge of and adherence to EEO policy, show respect and sensitivity for cultural differences, educate others on the value of diversity, promote a working environment free of harassment of any type, and value a diverse workforce.
• Follow policies and procedures, complete tasks accurately and on time, support the bank’s goals and values, and benefit the bank through outside activities.
• Perform the position safely, without endangering the health or safety of yourself or others, and report potentially unsafe conditions to management. Comply with occupational safety and health standards and all rules, regulations, and orders issued pursuant to the OSHA Act of 1970 that are applicable to one’s position at the bank.
• Possess and maintain a current driver's license and a vehicle with appropriate insurance coverage. Both are required to drive while performing assigned duties and responsibilities.
• Possess and maintain adequate skills in computer operation, including email, word processing, spreadsheet, and specialty software programs.
• Possess and maintain adequate typing skills to meet the needs of the position.
• Possess and maintain adequate math skills to meet the needs of the position. This may include the ability to count currency and coin, calculate interest, balance accounts, add, subtract, multiply, and locate routine mathematical errors.
• Practice effective and efficient organizational and time management skills.
• Be able to work with general supervision while performing duties.
• Use effective oral, written, and interpersonal communication skills. This includes the ability to apply common sense when carrying out instructions, interpreting documents, understanding procedures, writing reports and correspondence, and speaking clearly to customers and employees.
• Be able to deal with routine problems involving multiple facets and variables in standardized situations.
SUPERVISOR RESPONSIBILITY
The Assistant Retail Manager is responsible for the supervision of the branch's retail team and carries out supervisory responsibilities in accordance with the bank's policies and applicable laws, ensuring adherence to EEO guidelines.
ENVIRONMENT, PHYSICAL, & MENTAL DEMANDS
The environment for this position is primarily a non-confined office-type setting in which employees are free to move about at will. This environment may include some minor annoyances, such as noise, odors, drafts, temperatures, etc.
Physical demands include writing, typing, speaking, listening, lifting (up to 25 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception, and adjusted focus), sitting, walking, standing, squatting, kneeling, and reaching.
Mental demands include analytical reasoning, reading and understanding documents or instruments, performing detailed work, following directions, problem solving, providing effective customer or employee communication, performing accurate math calculations, understanding language, engaging in effective verbal and written communication, enduring stress, conducting multiple concurrent tasks, and withstanding constant interruptions.
Physical and mental demands also include correct usage of the following equipment: telephones, cellular phones, copy and fax machines, adding machines or calculators, encoders, money counters, credit card terminals, postage machines, cash recyclers, vaults, computers, and related printers.
Work environment characteristics, physical demands, and mental demands are representative of those an employee encounters while performing the essential functions of this job and represent the knowledge, skill, and/or ability required to perform the job in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
