POSITION SUMMARY:
Upholds FCBs mission by providing leadership and direction that guide bank activity to ensure the short- and long-term profitability of the branch is achieved. Coaches Retail employees to meet banks mission. Travels regularly to assigned branches.
Services customers and their accounts, cross-selling bank products, and complying with bank operations. Works with customers and prospective customers on deposit related and consumer loan related products along with other services offered by the bank, making recommendations, which will satisfy the customers needs.
Provides superior customer service and financial counsel to current customers to retain existing business; identifies and solicits profitable relationships in the banks target market to develop new business.
ACCOUNTABILITIES: ***
Management and Leadership: 50%
- Answers inquiries from Retail staff.
- Motivates Retail staff to meet their individual goals.
- Coaches Retail staff (customer service representatives, tellers, personal bankers, universal bankers) by providing training; conducting performance evaluations; holding retail meetings; participating in the hiring, disciplinary, and termination processes by making appropriate recommendations.
- Exercises executive and administrative control over functions of the branch including participation in the budget process, development/implementation of policies and explanation of company programs and objectives.
- Maintains and approves Retail staff schedules.
- Directly supervises the Teller Supervisor, Personal Bankers/Universal Bankers.
- May directly supervise AVP Retail Supervisors which requires regular travel to branch offices.
- Oversees deposit volume under administration of greater than $200 million and/or oversees retail employees of 10 or more.
- Stays up to date with changes in banking industry and is constantly aware of competition.
- With the Community President and/or Senior Lending Officer, represents First Citizens as a leader in the community and participates in community development opportunities and activities to enhance the banks image and maintain a referral network for business development opportunities.
- Works with the Community President and/or Senior Lending Officer to schedule regular staff meetings with branch personnel for the purpose of discussing branch/company activity and community happenings.
Sales: 30%
- Aggressively cross-sells bank products or services to existing and potential customers through in-person sales sessions as well as by phone, written correspondence, and external sales calls.
- Actively participates in the officer call program and is accountable for outbound sales calls and business development efforts in conjunction with the Community President and/or Senior Lending Officer. Responsible for motivating branch Retail staff to develop sales lists, prospects, referrals, etc. with appropriate follow up.
- Opens all types of accounts including checking, savings, certificates of deposits, IRAs, commercial accounts, merchant services, etc.
- Develops consumer loan accounts by interviewing applicants, gathering financial and related data, and making credit decisions based on approved credit limit.
- Provides information and referrals to customers seeking other services including, but not limited to, Wealth Management and Home Loan Center.
- Exhibits full understanding of all products, services, selling techniques and market trends.
Service: 15%
- Answers questions or resolves complex technical problems on customer accounts.
- Completes special requests by closing accounts; taking orders for checks; completing safe deposit box procedures; assisting customers with issuance, redemption, and servicing of savings bonds, may assist customers with account reconcilement.
- Ensures customer satisfaction.
Other duties: 5%
- Complies with bank operations, security, and compliance procedures by participating in all dual control functions.
- Maintains customer confidence and protects bank operations by keeping information confidential.
- Displays strong time management skills.
- Responsible for compliance monitoring on deposit side of bank.
- Responsible for reviewing and approving bills utilizing Concur.
- Coordinates business and community events/activities within assigned branches in conjunction with the Community President and/or Senior Lending Officer and shares results with direct Supervisor.
- Contributes to team effort by accomplishing related results as needed.
- Maintains customer confidence and protects bank operations by keeping information confidential.
- Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.
- Participates in civic and community activities to generate visibility and contact for the bank.
- Attends mandatory compliance and security sessions. Monitors daily work for adherence to compliance and security regulations, policies/procedures, and promptly corrects any deficiencies.
