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Description

Summary:

Responsible for efficient, effective management of a full-service branch/banking center. Ensures that established policies and procedures are followed. Makes business calls and represents the bank at civic and service functions. Oversees provision of a full range of services to current and prospective customers. Ensure customers are promptly and professionally served. Trains, directs, and supervises bank staff. Depending upon branch and region assignment performs any combination of the duties outlined below.

Key Responsibilities:

• Directs all aspects of daily branch operations. Provides back up to Personal Banker Supervisor and Personal Bankers, ready to engage with customers in the lobby or run a transaction window as needed.
• Responsible for the general appearance, maintenance, and safety of the banking center and ensures that all security policies and procedures are followed.
• Delivers high quality customer service, acting as a financial concierge, building long-term relationships with customers. Maintains a current and comprehensive knowledge of bank's products and services.
• Provides professional responses to complex and/or sensitive service issues. Thinks creatively and uses sound judgment when investigating and resolving service matters, while assuring a high degree of customer satisfaction.
• Creates a positive customer experience through a warm and welcoming environment that encourages customer relationship building. Maintains customer confidentiality. Enhances customer interactions, creating a more individualized tailored experience.
• Proactively educates Frontline staff to ensure adherence to all regulatory requirements and guidelines, ethical standards, encourages sharing of best practices and effective sales techniques. Implement risk management strategies and maintains branch security and emergency procedures.
• Attends the weekly Frontline Supervisor Meeting and is prepared to contribute to the discussion and communicates information to staff as not in attendance. Attends and requires attendance of Frontline staff to weekly Frontline meeting. Apply new practices and insights to daily practice at the branch. Conducts weekly meetings with Frontline staff.
• Proficient in Microsoft office suite including Outlook, Teams, Excel and Word.
• Provides visible leadership; networks with businesses and community organizations to ensure continued growth and presence of Sturgis Bank in the community. Leads by example and is a role model for their team and peers.  
• Effectively and regularly communicates with Branch Administration, management, and other departments and branches.  
• Identifies business growth opportunities and capitalizes on them through on-site visits to both prospective and existing customers. Partners with business partners to ensure handoffs to other departments are a positive experience for customers.  
• Participates and encourages attendance in local community events. Activates partnerships within the area, through corporate financial support.
• Mentors banking center team through frequent coaching sessions to build product knowledge, review goals, sets expectations, and recognizes areas of success and opportunities for development. Holds staff members accountable to bank standards. Recognizes and facilitates any needed or desired Professional Development opportunities for staff.  
• Supervises scheduling completed by Personal Banker Supervisor ensuring staff coverage is sufficient and efficient. Alerts Branch Administration and HR as needed to upcoming staffing needs and participates in recruitment of new staff members.  
• Other tasks as assigned.

Supervisory Responsibilities:

Supervises all Personal Banker Supervisors. 

Requirements

Qualifications

• Knowledge of branch operations to coordinate the daily functioning of the banking center.
• Ability to learn company products, services, and related information to perform each essential duty satisfactorily. 
• Knowledge of basic customer service procedures/techniques and ability to effectively serve internal or external customers. 
• Ability to communicate effectively with banking center staff, business partners, and incoming and potential customers. 
• Ability to read, analyze, and interpret general business statements, technical procedures, or governmental regulations related to their position. 
• Ability to write reports, business correspondence, and procedure manuals. 
• Ability to communicate clearly and effectively in both written and oral form. 
• Ability to remain calm and professional during peak periods of activity and manage multiple tasks simultaneously. 
• Ability to troubleshoot and develop solutions to customer problems in a timely manner.

Education and/or Experience

Bachelor's degree (B. A.) from four-year college or university; or one to two years related banking and/or management experience and/or training; or equivalent combination of education and experience.

Certificates, Licenses, Registrations

Not Applicable.

Work Environment:

General office working conditions exist. Employee may experience sustained moderate/high periods of activity with multiple tasks being performed. They may experience communication with a variety of internal and external sources under favorable and unfavorable conditions. Noise level in the work environment is usually minimal.