Branch Supervisor - 9.14.2020
Job Details
Post Road Branch - Marlborough, MA
Full Time
Job Description

Title:   Branch Supervisor                                       

Employment Status: Full Time

Department: Post Road Branch                                                

Location: Marlborough, MA

Reports To: Branch Manager


SUMMARY: As a member of the Retail Management team, reporting to the Branch Manager, the Branch Supervisor is Main Street Banks entry level Assistant Branch Manager. The Branch Supervisor is responsible for all facets of branch operations including deposit accounts, consumer loan lending, and business development responsibilities. The Branch Supervisor coordinates staffing needs, and delegates responsibilities and work assignments as required. In the absence of a Branch Manager, this position exercises administrative and operational control over the functions of the assigned branch office to ensure the ongoing effective operation as well as the oversight of new initiatives, in conformance with established Bank policies and procedures and assumes responsibility for the branch. Additionally, it is expected that this position assist with projects that affect the department and the bank as a whole, acts as a resource for other team members and embrace the established sales and service culture to maximize their contribution to the Bank’s goals.

ESSENTIAL DUTIES and RESPONSIBILITIES: Statements included in this description are intended to reflect in general the duties and responsibilities of this classification and are not to be interpreted as being all inclusive, other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.                                                                                 


  •  Provides daily supervision and training needs for branch personnel and may meet regularly with the Branch Manager to discuss staffing needs, individual and team accomplishments as well as challenges to the Branch Supervisor on a regular basis.
  • Create an inclusive work environment that encourages and rewards performance while recognizing individual needs and skills
  • Monitor the day to day operations of the department to ensure all necessary tasks are complete and accurate providing  general guidance and supervision
  • Provides training and guidance to others in the department on new and existing processes.
  • Helps to attain internal performance objectives for branch business volume, deposits, loans, customer relationship expansion and quality audit reports, sharing responsibility for achieving goals.
  • Provides and maintains a professional business-like atmosphere within the branch creating a positive working team concept for staff.
  • Develops and maintains relationships with other department and organizational leaders and maintains operational alignment with core values, vision, strategy and goals.
  • Monitor and approve bi-weekly timecards, review and approve time off requests for all members of the team ensuring adequate coverage of department at all times.
  • May provide input towards performance evaluations.
  • Prepares reports for management as required.
  • Maintains a basic knowledge of branch policies and procedures including the process of approving checks and providing system overrides.
  • May function as a Teller/Head Teller as needed, including but not limited to the processing of teller transactions, opening Opens and closes the branch. night bags, balancing the branch, vault and ATMs.
  • Performs random monthly cash drawer audits and alarm testing in accordance with the Branch Manager monthly report.
  • Handles customer problems and complaints in a professional and timely manner and coordinates appropriate follow-up.
  • Assists with consumer loan requests, maintaining a basic knowledge of the Bank’s consumer loan products with the ability to process payments, gather supporting documentation for pending loan applications, and input applications into the loan underwriting system.
  • Regular and consistent attendance is required in order to continue the high standard of customer service as well as occasionally participating in before/after hours and/or weekend community events.
  • In the performance of respective tasks and duties, the employee is expected to maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and adheres to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements and policies as well as attending all required training sessions and completing all required on-line training courses.
  • The employee is expected to adhere to all company policies and act as a role model in the adherence to policies
  • Occasionally travel locally for bank purposes and/or on behalf of the bank (i.e. business calls, networking, community/marketing events).


  • Shares responsibility for achieving branch goals.
  • Participates in Branch activities that generate new business such as promoting branch sales culture and special promotional events.
  • Occasionally represent the financial institution in before/after hours and/or weekend networking and community service events.
  • May assist with sales training initiatives, embracing role as a sales leader and coaching staff to identify opportunities that result in sales.
  • Provides on the spot coaching and feedback to all branch employees.
  • Motivates staff to work towards their goals and ultimately the branch goals by creating internal contests within the branch.
  • Refers business leads to Branch Managers or BDO.
  • In the performance of respective tasks and duties, may be required to be registered with the National Mortgage Licensing System and Registry (NMLS&R) and expected to up-hold the responsibilities set forth by the and the SAFE Act.


  • Counsels employees and provides coaching and feedback to branch staff, ensuring that customers receive exemplary service, their needs are determined and appropriate products and services are recommended.
  • Consistently exceeds customer service expectations by offering excellent service, including greeting customers, smiling, using their name and building rapport with customers designed to generate customer loyalty.
  • Maintains a thorough knowledge of Bank’s deposit and loan products as well as additional services offered.
  • Provides counsel to existing and potential customers regarding product and/or service selection.
  • Evaluates customer problems and complaints and resolves them to ensure customer satisfaction.
  • Assists customers with account opening and maintenance.

SUPERVISORY RESPONSIBILITIES:  Tellers, Sr. Tellers, Head Tellers, Personal Bankers


  • Associates Degree or equivalent, banking courses and/or related work experience
  • Three to five years’ experience in a financial institution
  • Solid background in financial institution operating policies and procedures, banking regulations (state and federal), employee development and public relations
  • One or two years’ experience in supervising people
  • Proficient in Microsoft Office Suite products
  • Solid understanding and application of and ability to operate standard office equipment


  • Be registered or eligible to register and maintain a valid Mortgage Loan Originator Identifier Number issued through the National Mortgage Licensing System and Registry (NMLS&R) and maintain status as a Notary Public.
  • Valid Massachusetts Driver’s License and acceptable driving record and personal auto insurance coverage


  • Responds promptly and accurately to both internal and external customers’ requests for information and coordinates appropriate follow-up
  • Make sound decisions based on balanced consideration of facts, priorities, resources, constraints and alternatives
  • Excellent communication skills (written, verbal and presentation), to effectively explain products and interpret policy to customers and staff. 
  • Excellent organizational skills with the ability to organize multiple projects, managing competing demands and able to deal with frequent change, delays or unexpected events managing workflow and use time efficiently prioritizing to meet tight deadlines
  • Strong attention to detail monitoring self and staffs work for accuracy and quality and demonstrates a passion for excellence in every aspect of work
  • Leadership skills to effectively convey goals and initiatives to staff and management
  • Develop and maintain relationships within a diverse population of internal and external stakeholders and maintains alignment with core values, vision, strategy and goals.
  • Ability to effectively work independently, with colleagues and in teams on multiple projects simultaneously, managing time and resources to ensure work is completed efficiently and within established timeframes.
  • Ability to inform, educate and influence team members to support corporate goals and objectives.
  • Maintains a high level of confidentiality and discretion – Main Street Bank has a reputation of providing excellent customer service as such; employees must adhere to the code of ethics in discharging their duties and representing the bank with in the community.
  • Demonstrates initiative, creativity and resourcefulness in problem solving and the pursuit of resolution and overall goals
  • Identifies customer needs and proactively cross-sells MSB’s products and services
  • Problem analysis and problem resolution skills to determine the proper course of action necessary to resolve the issue
  • Proficient mathematical problem solving using addition, subtraction, multiplication and division
  • Utilizes technology/systems in order to improve work processes and create efficiencies and uses a range of technology to solve problems
  • Solid understanding and application of administration activities with an understanding of office procedures and ability to operate standard office equipment
  • Create an inclusive work environment that encourages and rewards performance while recognizing individual needs and skills

LANGUAGE/COGNITIVE SKILLS:  The work skills described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The person in this position frequently communicates with customers, about banking products, their bank accounts & transactions and therefore must be able to exchange accurate information in these cases. They will need to, use judgment and discretion in decision making situations, interpret and follow all Bank policies and procedures, write/create reports and business correspondence, (Main Street Bank’s standard language is English). As well as the ability to:

  • Speak and effectively present/communicate information and respond to questions from customers, groups of managers, vendors and other employees.
  • Define problems, collect data, establish facts and draw valid conclusions.
  • Read, analyze and interpret a variety documents such as checks, bank statements and Loan documents.

PHYSICAL and WORK ENVIRONMENT DEMANDS:  The physical and work environment demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to:

  • Consistently operate a computer for extended periods of time  - Specific vision abilities may be required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
  • Regular use of office productivity machinery (i.e. a calculator, copy machine, fax machine, computer printer).
  • Regularly lift and/or move up to 25 pounds, (i.e. cash drawer, coin)
  • Frequently required to remain in a stationary position, 50% of the time
  • Occasionally required to stoop and bend
  • Occasionally move throughout the inside and outside of the Bank to access resources and individuals
  • Occasionally travel locally for bank purposes and/or on behalf of the bank (i.e. business calls, networking, community/marketing events).
  • The employee must be able to work schedules that meet the needs of the bank, which may include early morning, evening and/or weekend hours.
  • It is a general office environment where the noise level is moderate
Applicant Notice

The completion of this Application for Employment does not assure a position with Main Street Bank and any offer of employment is conditioned on the satisfactory completion of a background and credit review as determined by the sole discretion of Main Street Bank. Neither this Application for Employment nor any document constitutes a contract of employment for a specific term and that any employment relationship that may be established will be 'at-will' and if hired, may be terminated at any time, for any reason, by the applicant or Main Street Bank.

Massachusetts Law - It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Massachusetts General Laws c. 151B prohibits employers from (1) terminating or refusing to hire individuals on the basis of genetic information; (2) requesting genetic information concerning employees, applicants, or their family members; (3) attempting to induce individuals to undergo genetic tests or otherwise disclose genetic information; (4) using genetic information in any way that affects the terms and conditions of an individual’s employment; or (5) seeking, receiving or maintaining genetic information for any non-medical purpose.

Main Street Bank is an Equal Opportunity Employer, we are committed to recruiting, hiring, training and promoting persons without regard to race, color, religion, national origin, citizenship, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, military service, genetic information, and gender identity.