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In conjunction with the Branch Manager, the Branch Operations Manager is responsible for the operations of the branch and achieving sales and service goals. The Branch Operations Manager will assume all Branch Manager responsibilities in the absence of the Branch Manager.

Customer Service

Coach team members to bring to life all aspects of the USB Customer Service Commitment Charter and the USB brand.

• Lead by example to create a positive branch environment that is friendly and welcoming. Demonstrate a positive and upbeat attitude for your teams and clients on a daily basis.
• Ensure staff's follows USB Quality Service Standards (adhere and ensure that employees follow the "it takes two to say no") guideline.
• Responsible for the branch achieving positive customer service surveys.

Accountable for successful retention of customers.

Handle transactions accurately and efficiently, respecting the customer’s time.

Serve as a resource to branch team members resolving customer service issues to ensure satisfactory results.

• Elevate to higher management level when appropriate.
• Respond to customer complaints/concerns within 2 business days and look to resolve issues promptly. Set clear expectations for clients and ensure follow-up is taking place.

Maintain the highest levels of confidentiality and privacy of customer information.

Participate in community service groups/activities.

Promote and participate in lobby engagement.

Maintain branch appearance and facilities making sure the they are well maintained and functioning properly; order maintenance when necessary.

Risk/Operations

Maintain the safety and soundness of the branch by holding team members accountable for operational excellence.

Ensure team & self adhere to all policy and procedures. Correct any audit violations.

Monitor and/or manage branch RCI, overdrafts, charge off's.

Process RIM within authorized limits.

Comply with all S.A.F.E. Act regulations including keeping registration information (including but not limited to name, home address and work address) up to date and status as active.

Provide N.M.L.S. registration number to consumers upon request and in all written communications in accordance with law, specifically on e-mail signatures and business cards.

Perform essential customer transaction functions with accuracy and in a timely manner.

Comply with all requirements of the Fair Lending regulations.

Comply with UDAAP (Unfair, Deceptive Abusive Acts or Practices) regulations.

Ensure all account documentation (ex: signature cards, resolutions, POA, Trust Agreements) are scanned to Bank Operations in a timely manner. Follow-up with team members as needed.

Finance Management

In conjunction with the Branch Manager, achieve branch profitability goals. Review profit center accounting reports, develop and implement strategies for improvement in branch revenue and efficiency. Coach Service Reps to address customer fee based concerns by offering appropriate solutions.

Sales

Assist the Branch Manager in tracking, strategizing, and accomplishing sales and service goals.

Coach team members to proficiency in all aspects of the USB sales & service process.

Ensure accountability is taking place by the team members.

• Demonstrate a sense of urgency with achieving branch deposit, loan, investment, cross sell goals through individual production. Providing feedback and coaching to the team on sales & service results.
• Maintain a working knowledge of all USB products and services sold directly in the branch and consistently educate and reinforce USB products and services with staff.
• Keep current on products/services available from other business lines to aid in cross selling efforts.
• Model USB sales & service process and promote usage of all USB sales & service tools, job aids and playbooks.

Actively source and facilitate Bank at Work opportunities.

Maximize all in-branch customer interactions to promote the value of banking with USB and expand/deepen customer relationships.

Human Resources

Develop and retain high performing team members (Service Reps) through leading, coaching and managing all aspects of sales & service.

Provide timely and meaningful coaching feedback.

Motivate personnel and promote workplace enthusiasm by providing a positive work environment; provide opportunities for professional growth through education/training; provide the tools/skills (cross train) necessary for employee growth at USB.

Minimize employee turnover due to job dissatisfaction.

Ensure team members are dressed professionally.

Efficiently manage staffing schedules to ensure a quality customer experience.

Manage HR processes for direct reports (performance/incentive/introductory period reviews, recruitment, career development, training, interviews, disciplinary/corrective actions, etc.).

Participate with the interviewing process for new staff members.