Job Type: Full-time
Location: Glen Rock, NJ
Summary: The Branch Relationship Manager directly manages and oversees one or more branches and is accountable for sales activities, customer experience, operational integrity, branch efficiency, and employee management and development within the branch.
This position is responsible for developing long-lasting relationships with consumer and business customers as well as being accountable for customer satisfaction, deepening customer relationships, consumer and business acquisition, retention, and deposit growth objectives to identify and support the needs of our customers growth objectives.
In this role you will be responsible for one or more branches within reasonable distance of each other, with a book of business of $75MM or more and totaling five employees or more.
Primary Responsibilities
Manages Business Development, Customer Experience, Operational and Sales Activities
Dedicate 70% of the time to Business Development and Deposit Acquisition, and 30% to managing their assigned branch(s)
Builds new and expands existing customer relationships through a consultative approach that requires visiting customers to understand their business needs with an expected outcome of growing the deposit base of the branches, increasing product utilization and revenue within the market.
Accountable for meeting branch goals through effective pipeline management and use of effective customer profiling.
Works closely with staff to role model and lead branch team to foster a relationship centric service and sales culture.
Manages and enhances client relationships through coaching and mentoring staff.
Mentors staff in: Business Development, Cold Calling, Prospecting, and Lead Generation.
Directs a proactive approach to customer satisfaction and customer retention. Listens to and fully understands the internal and external customer's needs.
Manages the escalation of customer service problems and/or requests as appropriate, proactively seeks answers and/or provides solutions and follows-up to ensure customer needs have been met.
Leads monthly branch team meetings to discuss updates and industry trends and changes as daily huddles.
Communicates, reinforces, and monitors team behavioral standards.
Ensures follow-up activities are employed to maximize closing business.
Create an environment conducive to developing long lasting relationships with customers, business owners, and internal partners
Maximize customer satisfaction by delivering “5 Star Customer Service”.
Represent the bank through active involvement in a local community organization.
Host regularly scheduled events that include but are not limited to Bank at Work, Financial Literacy, and Product and Service Seminars.
Engage customers to deepen relationships, gauge customer satisfaction.
Have expert understanding of Bank’s consumer and business products and services.
Understand and listen to our customers and deliver appropriate consumer and business solutions.
Responsible for team development and branch management, as well as overseeing the operations of the branch to maximize efficiency
Oversees the overall operational effectiveness of the branch.
Has expert knowledge of Bank’s policy and procedures. Regularly communicates changes to branch staff and ensures staff understands and adheres to same.
Supervises all related training, Human Resource and Employee Relation issues.
Oversees the ABMs in ensuring operational functions of the branch are met including cash control, auditing, and compliance requirements.
Opens accounts in a platform environment.
Compliance with all Bank Secrecy Act Regulations; Customer Identification Program and know your customer requirements.
Oversees that the staff ensures the branch is opened and closed in compliance with procedures.
Scheduling of branch personnel to ensure adequate staffing for maximum customer service and daily operational functions.
Ensure the timely and accurate completion of various monthly audits, certifications, proofs, reconciliations, and other duties as assigned in accordance with policy.
Provide factual and well documented employee performance appraisals.
Strong knowledge and understanding of Human Resource policies as put forth by the Bank.
Ability to perform all duties for all positions within the branch as necessary.
Assist in other areas of the bank/branch as assigned.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, LGBTQ, national origin, disability or protected veteran status.