Martinsburg, WV

Assistant Branch Manager I

Full-Time

Summary

Oversees tellers and/or customer service representatives within the office to ensure the smooth and orderly operation of the teller line and customer service functions. Has a greater knowledge of customers, customer service and branch procedures and is responsible for delivery of superior quality service and adherence to regulations and audit guidelines.
 

Description

Reports To: Branch Manager
FLSA Status: Exempt
 
ESSENTIAL DUTIES AND RESPONSIBILITIES 

Customer Service

  • Ability to meet the public well and to deal effectively with their questions or problems.
  • Knows the Bank’s products and services thoroughly. 
  • Ability to open new deposit accounts accurately and with minimal errors or corrections.
  • Looks for opportunities to explain, promote, or sell products or services.
  • Continuously demonstrates a helpful, friendly attitude and is committed to providing excellent customer service.
  • Serves as a model of excellent customer service to other employees.
  • Identify and cross-sell retail products suitable to the customer’s needs.
  • Handles customer complaints or questions and determines the action to be taken to remedy the situation.

Management/Service

  • Provides professional customer service to include performing accurate transactions, greeting the customer, smiling, using the customer’s name during the transaction, and thanking each customer for his/her business.
  • Assists staff with complex transactions/customer issues ensuring timely and professional resolution.
  • Ensures all operating procedures are followed as outlined in SOPs.
  • Refers customers to other Bank personnel as needed.
  • Oversees day to day transactions of at least three Tellers/Sr Tellers/Customer Service Representatives in a high quality manner so as to provide superior customer service with minimal service problems.
  • Ensures staff is supportive of sales efforts and that referrals to Bank personnel are seen as part of quality customer service.
  • Oversees all employees for whom responsible; conducts performance appraisals.
  • Assigns duties and work schedules to staff to ensure efficient functioning of department.
  • Trains employees in customer service and banking procedures.
  • Approves checks for payment.
  • Adjusts customer complaints.
  • Ensures each staff member completes work in a neat and orderly manner.
  • Ensures each teller balances daily.  Provides assistance to locate any differences.  Ensures that all differences are properly initialed and, if required, reported to an auditor immediately.
  • Ensures appropriate supply of money for financial institution's needs based on legal requirements and business demand.
  • Monitors and reviews financial institution's security procedures and control access to vault.
  • Issues written and oral instructions.
  • Studies and standardizes procedures to improve efficiency of subordinates.
  • Maintains harmony among workers and resolves grievances.
  • Prepares composite reports from individual reports of subordinates. 
  • Contacts customers and business, community, and civic organizations to promote goodwill and generate new business.
  • Participates with Relationship Banker in the allocation and achievement of sales goals.
  • Handles customer complaints or questions and determines the action to be taken to remedy the situation.
  • Ensures compliance with all new account and safe deposit box operations.
  • Keeps inventory of Bank’s supplies and forms, and orders from designated vendors when necessary.
  • Informs Relationship Banker of any repairs or maintenance of office equipment as necessary.
 
 

Security

  • Maintains neat and orderly work area and ensures that all negotiables and confidential records are properly secured each day.
  • Oversees that dual control is maintained over daily opening of the night depository and the processing of the contents therein.
  • Conducts regular unannounced audits of all vault and teller cash, maintaining a written and signed record of each audit, reporting any exception to the Relationship Banker.
  • Oversees combination control, security reviews, and compliance.
  • Understands role in case of robbery, whether victim or bystander, and knows proper post-robbery procedures.
  • Professional appearance that evokes the customer’s trust.
  • Adheres to all bank policies and procedures and to internal controls and system access restrictions.

Other duties not mentioned above may be assigned.

 
SUPERVISORY RESPONSIBILITIES 

Is responsible for the overall direction, coordination, and evaluation of this unit.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.  Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

 
CRITICAL SKILLS
  • Self Development:  pursue additional education or training to remain current, improve knowledge, and diversify skills.
  • Customer confidentiality:  never reveal or divulge customer information to anyone outside of the Bank.
  • Versatility:  Ability to multi-task under pressure and fast paced environment.  
 
QUALIFICATIONS  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  

 
EDUCATION and/or EXPERIENCE 

Associate's degree (A.A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience required.

 
KNOWLEDGE, SKILLS, AND ABILITIES 
  • This position requires effective supervisory skills and the ability to meet and deal with the public in sales and problem solving situations.
  • Ability to adhere to BCT’s core values:  Integrity, Teamwork, Growth, Customer Commitment, Community Focus.
  • Must possess a knowledgeable background of the bank’s operational procedures and policies regarding lending and deposit functions.
  • Position demands a person with a pleasant personality with an above average knowledge of fundamental arithmetic.
  • Must have basic skills in operating a computer, adding machine and typewriter.
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Ability to operate standard office equipment, including coin sorter, coin wrapper, currency counter and teller machine.
  • Ability to speak in a clear and understandable manner and write legibly.
  • Ability to answer telephones and greet public in a friendly and courteous manner.
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.
 
SMOKE-FREE WORKPLACE 

BCT is a 100% smoke-free company.

 
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.

While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.