• Banking Center Manager

  • Posted: 10/19/2022

    First Financial Bank
    Job Description
    Job Title
    Banking Center Manager
    Reports To
    Regional Manager
    Assist the Company in accomplishing our vision: to satisfy all of our customers’ financial needs, to help them succeed financially, to be the number one financial service provider in each of our markets, and to always put our customers First – every encounter, every time, no exceptions, no excuses.
    Our Expectations for our Banking Center Managers:
    Along with the rest of the Branch Management team, Banking Center Managers are the face of our company and represent First Financial Bank in the community.  BCMs are responsible for leading and managing the sales and service process of their assigned Banking Center to ensure sales and service goals are met.  Our best BCMs develop and cultivate long-term customer relationships, ensuring high retention.  They maximize Banking Center success by developing, cultivating, and maintaining a multi-functional, multi-talented team.  They implement and reinforce strategies to increase revenue and control expense.  Our best BCMs work with management and staff to manage risk by ensuring compliance to retail banking directives, corporate policies, human resources policies and government regulations.  They manage employee performance, and provide leadership through recognizing, coaching, and developing their team, while promoting teamwork across all organizational lines of business.  Along with adequately fulfilling all designated supervisory duties, our best BCMs provide a variety of banking services to First Financial Bank customers and non-customers by assisting with product/service information, handling teller and platform (new account) transactions in a timely manner while providing exceptional customer service.  When needed, BCMs may serve as a Teller and process customer transactions.  An excellent BCM can multi-task between the teller line and platform area, with no mistakes while demonstrating patience, attention to detail, and the ability to follow procedures.  BCMs should spend minimal time in the teller line. 
    Typical Job Entry Requirements
    (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.)

    • Bachelor’s degree preferred, knowledge of all distribution and segment operations / product / services and corporate policy and banking directives.
    •  Five or more years of banking experience with previous branch management experience. 
    • Proven experience demonstrating the development of customer relationships, the cultivation of referral sources, and the development of new account relationships. 
    • Demonstrated ability to exceed sales goals. 
    • Proficient in sales and service techniques including teleconsulting, closing a sale, proactive selling, networking, and cold calling. 
    • Demonstrated ability to effectively lead, motivate, and develop employees with positive results. 
    • Excellent problem solving and interpersonal skills.
    • Strong written and oral communication skills. 
    • Must be able to work in a time sensitive environment, working varied hours in a flexible schedule. 
    • Related work experience / training could substitute for some of the educational requirements.
    • Professional dedication.
    Primary Operational Activities
    (Essential Duties and Responsibilities include the following.  Other duties may be assigned.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
    • Manage the supervision of the internal operations of the branch to ensure goals and standards are met, procedures are followed and that the branch operates efficiently.
    • sees that branch employees understand policies, procedures, and programs
    • participates in planning and organizing branch operations
    • ensures records are maintained and various reports are prepared properly and on schedule
    • ensures branch adheres to security procedures
    • Provide customers with assistance and service on a wide variety of general banking matters.
    • assist customers make appropriate buying decisions
    • open all types of accounts; demonstrates appropriate knowledge of features and benefits of all accounts
    • assists branch staff with customer transactions including approving transactions outside teller and new account representative positions
    • Originate, process/underwrite and close consumer loans in accordance with loan authority and Bank policy.
    • Develop and maintain a small business and mortgage referral system for qualified customers.
    • Manage the daily supervision of staff
    • necessary coaching and performance discussions as required
    • conduct yearly performance review
    • necessary staff development; ie. sales, service, product knowledge
    • Communicate effectively with staff and regional managers.
    • Set operating budget and manage expense control
    • Develop and expand customer call plans for assigned client base and for prospective clients.
    • Review business trends and advise clients regarding expected fluctuations and economic changes.
    • Maintain active and up-to-date customer files for assigned clients and prospective clients for self.
    • Demonstrates compliance with all bank regulations for assigned position.
    Primary Sales/Service Activities
    (Essential Duties and Responsibilities include the following.  Other duties may be assigned.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
    • Delight our customers by effectively demonstrating all behaviors as defined by Customer Service Standards
    • Services account transaction requests
    • Explains Sales/Service Behavior
    1. Review and explain expected sales behaviors with staff.
    2. Evaluate competency level of existing behaviors as compared to expected.
    3. Sets improvement plans to increase and/or maintain competency levels.
    • Sets Goals and Develops Action Plans
    1. Establish individual sales/service goals through participative and individualized goal setting.
    2. Works with employees to create action plans and track progress of the achievement of goals.
    • Tracks Progress and Provides Feedback
    1. Reviews tracking reports and other measures of sales/service performance.
    2. Observes employees in selling/servicing situation and provides feedback.
    • Reinforces and Motivates Performance
    • Conducts Sales/Service Meetings
    1. Determine individual and group sales/service training needs.
    2. Conducts sales/service meetings that reinforce training needs and/or recognize sales/service
    3. Reinforce sales/service results by recognizing accomplishments.
    • Develops Competence Through Coaching
    1. Hold at least one coaching discussion per quarter with employees that focuses on skill, knowledge, and behavior.
    2. Demonstrates desired performance to salesperson and allows practice opportunities to increase skill level. Coaches employees.
    • Sets Sales Performance Example
    • Prepares for Selling
    • Knowledge of Competitors
    • Knowledge of Bank Products
    • Sales Planning Skills
    1. Identifies opportunities and needs to expand product relationships with existing customers.
    2. Sets long-term sales objectives.
    3. Achieves agreed upon sales goals by planning and scheduling.
    • Conducts Effective Sales Interviews
    • Customer Referrals
    • Ongoing Relationship Development and Maintenance
    1. Customer Service, Sales Development and Cold Calling
    • Effective Sales Administration
    • Personal Development
    • Out of branch prospecting and relationship calling required at a level to obtain budget targets.
    Competency / Skill Level
    (The behaviors, knowledge, and motivations important to success in the job.)
    • Written and Oral Communication skills
    • Leadership skills
    • Persuasiveness/ Sales Ability
    • Initiative
    • Customer Service Orientation
    • Problem Assessment and Solving skills
    • Teamwork
    • Practical Learning skills
    • Tolerance for Stress
           Key Behaviors
    • Review Sales/Service Behavior with Staff
    • Set Goals and Develop Plans
    • Tracks Progress and Provide Feedback
    • Reinforces and Motivates Performance
    • Conducts Sales/Service Meetings
    • Develops Competence Through Coaching
    • Sets Sales Performance Example
    • Knowledge of Competitors
    • Knowledge of Products
    • Sales Planning Skills
    • Conducts Effective Sales Interviews
    • Identifies Opportunities for Customer Referrals
    • Develop/Maintain Customer Relationships
    • Effective Sales Administration
    • Personal Development Established with Manager
    • This position requires compliance with the SAFE Act Mortgage Licensing Act of 2008 and all related regulations. Ongoing employment is contingent upon meeting all such requirements, including acceptable background investigation results.
    Bank Secrecy Act
    • Maintain sufficient knowledge and understanding of the Bank Secrecy Act, Anti-Money Laundering/Anti-Terrorist Financing/PATRIOT Act and OFAC regulations
    • To be able to fulfill applicable requirements and responsibilities under the bank’s related policies and programs.
    Critical Job Elements:
    (Essential duties and responsibilities include the following.  Other duties may be assigned.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
    • Generally good working environment with little exposure to noise, extreme temperatures or other adverse factors.
    • Limited physical effort required.
    • Above average need to visit customer and remote facility locations.
    • Above average amount of pressure to work efficiently and accurately.
    • Considerable effort and eye strain from continued checking on the accuracy of all work leaving department.
    • Above average mental effort consisting of beyond normal levels of concentration, memory, complexity of decision making, time pressure, analytical thinking.