Retail Sales and Service Manager

New Today

Job Title: Retail Sales and Service Manager
Reports To: Retail Banking Officer
FLSA Status: Exempt
Department: Retail Banking
Supervisory Responsibilities: 7 to 10 Direct Reports
Summary: The Retail Sales and Service Manager has overall responsibility for the branch network and directly manages the Customer Service Manager and Relationship Banking teams to maintain consistently high levels of banking service for external and internal customers. Closely partners with others to ensure policies and procedures are in regulatory compliance and conforms to overall bank policies. Directly plans, directs, supervises and evaluates to meet bank growth objectives and service standards. Provides coaching, mentoring, monitoring and implementation of sales programs and quality service initiatives to ensure all branch employees are subject matter experts. Monitors and manages sales related campaigns and provides technical training to support sales and service initiatives.
The role requires a strong background in bank operations including sales culture, customer care, risk management and regulatory compliance.
BAC Standard Expectations:
Always behave in a professional manner regardless of the circumstances
Perform work with the necessary attention to detail to minimize errors
Understand the needs of your customers (internal and external) in order to provide extraordinary service.
Partner with team members both inside and outside of your immediate department
Participate in and foster an atmosphere that maintains a high level of morale.
Remain open to personal and professional growth by learning new things on a daily basis.
Accept and participate in change.
Embrace technology used in the bank including, but not limited to workflows
Achieve efficiency in your tasks, identify processes that can be improved and notify your supervisor of potential improvements
Maintain compliance with all applications, regulations and laws
Accept any new duties that may be added to your position (other duties as assigned)
Understand and balance the needs to provide extraordinary customer service and minimize risk to the bank
Demonstrate leadership ability with excellent interpersonal communication skills
Create an atmosphere within the organization that attains and maintains a high level of morale Serve on task forces and committees as assigned
Essential Duties and Responsibilities:
Trains, develops, coaches and mentors direct reports. Document at least monthly.
Understand all bank deposit and retail loan products and services.
Participate in the implementation of products and services.
Propose department incentive goals and measure results; provides quarterly goals to staff in a timely manner.
Responsible for hiring, training and employment decisions of direct reports, including the performance management process.
Coordinate with others to develop and provide effective product knowledge training to branch staff.
Conduct regular onsite branch visits to provide sales training and mentoring.
Ensure appropriate tools and resources are provided as required for job performance related to sales functions with the branches (i.e.: Quick Reference Guides, etc.).
Oversee Relationship Banker processes including, but not limited to: customer calls, identification of sales opportunities and use of appropriate tools.
Assist teams with loan negotiations, loan approvals and review loan documents for accuracy as needed.
Assist in leading and motivating branch staff to embrace sales and service culture.
Create an atmosphere within the organization that attains and maintains a high level of morale.
Ensure regulatory compliance related to all deposit and retail loan products.
Identify, propose and implement process improvements that enhance the customer experience, reduce redundancies, and streamline processes.
Oversee management of third-party vendors as assigned.
Supports bank initiatives by completing assigned tasks and serving on project teams/committees.
Represent the bank in various civic and community functions to further enhance the Bank's image and develop business.
Drives a consistent and high performing service culture, as measured by NPS.
Monitor CSM management of customer opportunities. Recognize timely disposition of customer complaints, handling and diffusing escalations (as appropriate).
Provide candid feedback to the Retail Banking Officer.
Writes and delivers timely periodic performance evaluations to direct reports.
Ensure staff can identify opportunities to provide beneficial products and services to deepen customer relationships; as measured by banker scorecards.
Provides coaching to meet sales goals and to identify cross-selling opportunities; as defined by branch and BAC scorecard results.
Coordinate activities with Alternative Investment program's broker dealer.
Helps to design, implement, and manage sales campaigns in coordination with others.
Engages employees in sales efforts through the Kasasa Retail Success program.
Ensures that all Service Level Agreements and performance standards are met.
Competencies:
Level 2 (See Competency Document)
Qualifications:
Education/Experience: Bachelor' s degree from 4-year college in applicable discipline and 10 years applicable experience in progressively responsible positions or equivalent combination of education and experience.
Language: Ability to read, analyze and interpret bank and trade journals, financial reports and legal documents. Ability to respond to internal and external customers utilizing superior oral and written communication skills. Ability to communicate complex information within the scope of job functionality.
Math: Ability to understand and apply mathematical concepts such as profit/loss, debits and credits, and other math skills as required in banking. Must possess ability to interpret financial information and possess good modeling, forecasting and data analysis skills.
Computer: Must proficient in Word, Excel and Outlook with the ability to learn new software products with ease. Must be adept at sourcing and utilizing technical solutions to customer service challenges. Must have strong knowledge of Fiserv Premier software program. Must be able to type 45 words per minute and ten-key by touch.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
Job Type: Full-time
Pay: $82,000.00 - $90,000.00 per year
Benefits: 401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Shift: Day shift
Work Location: In person
Apply
Location:
Stockton
Salary:
£$82,000 - £$90,000 Per Annum
Job Type:
FullTime
Category:
Sales

We found some similar jobs based on your search