ACCOUNT SERVICES MANAGER [Branch Manager]

Primary Duties & Responsibilities

• Takes ownership of the operational soundness of the branch and team, with specific focus on the enforcement of security procedures and cash controls.

• Oversees and executes the branch’s new accounts, teller and servicing functions to ensure adherence to policies and procedures.

• Reviews teller work to identify missing/incomplete endorsements, validity or negotiability concerns, improper application of holds or other operational risks.

• Works directly with clients in the Tulsa market and provides support to the bank wide client servicing effort as a vital part of the bank’s overall client operations team.

• Assists clients with routine servicing needs such as online banking enrollment, account maintenance, and transaction requests as well as more complex needs such as business account revisions, ID theft red flags or deposit account interest calculations and adjustments.

• Builds a high performing team through the attraction, on-boarding, coaching and development of branch team members.

• Drives client loyalty through proactive problem solving in an environment that rewards quality service, expertise, and problem resolution.

• Provides guidance to branch team and Commercial and Private Banking business partners in all aspects of deposit accounts and services including regulatory requirements, product specifications, and bank procedures.

Additional Duties & Responsibilities

• Welcomes clients and visitors to the Bank; maintains all aspects of the physical branch including on-site equipment, supplies, and vendor relationships.

• Responds to alerts and notifications relating to branch security, weather conditions, utility or other outages with implications to the branch operations.

• Works closely with Client Operations, Transaction Operations, Central Operations, Commercial Lenders, Wire Department, Card Services, and Treasury Sales & Support.

• Performs monthly, quarterly and semi-annual tasks according to bank practice or as required for regulatory compliance.

• Works with colleagues across the Client Operations team, as assigned, to provide quick responses and resolutions to all incoming client servicing opportunities.

• Leads or participates in projects assigned by the Client Operations manager that create, improve and streamline processes.

• Ensures teller and vault drawers are kept secure at all times and are in balance and under Board approved limits.

• Investigates and remediates outages, balancing issues, and transaction errors for branch.

• Performs routine audits on teller cash drawers, vaults, key inventory, safe deposit boxes and ensures access controls are enforced.

• Manages secure receipt, maintenance and retention of client, account and transaction records and official bank documents in keeping with bank’s standards and audit requirements.

• Ensures all new account documentation is received, complete, and properly imaged and indexed within established time frames.

• Processes and distributes daily mail.

• Completes customer research requests and transaction disputes timely.

• Assures facilities are in working order and refills/orders supplies.

• Organizes, maintains, and sets up the branch common areas that include the lobby, break room & conference room.

• Demonstrates the ability to work with little to no supervision while performing duties.

• Responds to critical incidents.

• Other duties as assigned.

Minimum Qualifications (Education, Experience, & Skills)

• High School Diploma or GED equivalent
• 3-5 years of supervisory level banking experience consisting of an applicable combination of experience across teller processing, new account opening, item processing, online banking, trust accounts, negotiable instruments, holds, stop payments, wires, foreign currency, collections, reconciliation, ACH, RDC, MRDC, TCR’s, and treasury management products, services and operations.
• Ability to deal with escalated issues from internal and external customers.
• Knowledge of Bank products and services; related state and federal laws and regulations, and other industry standard bank operations policies and procedures, relevant state and federal laws and regulations including Regulation E, OFAC, Regulation CC and EFTA.
• Ability to make appropriate judgments and decisions with limited guidance.
• Ability to lead and oversee critical teller and account relationship support functions as well as to execute those tasks as needed.
• Strong verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, complete and speak clearly to customers and other bank personnel.
• Proficient in Microsoft Word, Excel and PowerPoint

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to withstand moderate physical activity throughout the work day (standing, walking, reaching).
• Ability to sit for extended periods of time.
• Ability to lift or move up to 25 pounds on occasion.
• Ability to maintain attention and concentration for extended periods of time.
• Work environment –the noise level is usually low to moderate.

What to expect

• Competitive compensation & benefits including medical/dental/vision, 401(k) matching up to 4%, and generous paid time off schedules.
• Participation in company sponsored activities throughout the year designed to create connection opportunities with colleagues and bank leadership.
• Opportunity to contribute to the company culture as a member of internal committees or councils.

Supervisory Responsibility

This role has supervisory responsibility of a team of up to two associates.

Bank Culture/Customer Service Skills

Ability and judgment to interact and communicate appropriately with other employees, customers and supervisor. Ability to serve internal customers in a manner that will reflect superior customer relations and enhance the overall efficiency and effectiveness of the Bank.

This job description reflects management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. The Bank shall, in its discretion, modify or adjust the position to meet the Bank’s changing needs. This job description is not a contract and may be adjusted as deemed appropriate in the Bank’s sole discretion.

MapleMark Bank is committed to diversity and inclusion and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

MapleMark Bank is a drug-free work environment.