RETAIL MARKET MANAGER
Whitaker Bank
WHITAKER BANK
RETAIL MARKET MANAGER JOB DESCRIPTION
SUMMARY
The Retail Market Manager is responsible for bringing in new accounts and cross-sell the Bank’s products and services; leads and supports the market retail team in attaining set goals in DDAs and/or other bank products; regularly supports the Head of Retail Banking; ensures all market retail activities run smoothly and efficiently; provides leadership, training and supervision within the bank; promotes business for the Bank by maintaining good customer relations and referring customers to appropriate personnel for new services. The position of Retail Market Manager performs supervisory duties as assigned by the Head of Retail Banking, and may perform in various capacities, such as, but not limited to a Branch Manager, New Account Representative, Customer Service Representative, or safe deposit attendant as appropriate.
ESSENTIAL DUTIES
- Bring in new accounts and cross-sell the Bank’s products and services by assisting customers in their selection to meet their needs.
- Drive proactive sales conversations through internal and outbound interactions with a defined sales process including outbound calling, service to sales, teller interactions, appointment setting, and effective lobby engagement.
- Leads and supports the market retail team in attaining goals given by the Head Retail Banker, such as, but not limited to: bringing in a number of Checking Accounts, Savings Accounts, CDs, Credit Cards, etc.
- Consistently meets individual production goals.
- Involved in instilling and maintaining a positive sales environment through education of the Bank’s products and services; assists the organization of the branch, coordinating available resources (e.g., staff, materials, etc.) for maximum results.
- Acquire and deepen the branch customer base through a variety of proactive sales calls and service activities.
- Reinforces the application of superior customer service through his or her own example along with appropriate follow through with involved customers and employees.
- Plays a positive role in the development and growth of assigned bank staff through excellent communication skills, both verbal and written, along with strong delegation skills assuring a highly cross-trained staff.
- Performs lead duties including assigning and reviewing work for accuracy and completeness, assisting others in resolving problems, approving transactions within authority levels and training others.
- Monitors staff in daily tasks to ensure the organization of assigned areas of the branch, coordinating available resources (e.g., staff, materials, etc.) for maximum results.
- Provides supervision and sales support to all areas of the branch where customer service or assistance is needed.
- Consistently applies superior decision-making techniques pertaining to inquiries, approvals and requests as they apply to existing policies and procedures, keeping within assigned approval limits and using these instances as learning tools for employee development.
- Assumes responsibility for special projects; gathers data and prepares reports for Executive Management, audits, and other personnel.
- Identifies, processes, solves, and answers complex customer transactions, problems, and/or inquiries.
- Assists the Head of Retail Banking in implementing cost controls for the branch and monitors expenses to ensure compliance with budget.
- Responds to inquiries or refers inquiries to the appropriate department or person, and exhibits the necessary follow through with customers and/or staff involved.
- Types routine letters, reports, and forms.
- Assumes responsibility for various department functions in the absence of staff members or in overload situations.
- May perform in: NSF and overdraft processing; holds and stop payments; acceptance and research procedures for a variety of legal processes; documentation and procedures required for accounts involving the death of account holder(s); managing DDA weekly charge offs; incoming and outgoing wires; certifications; knowledge of the Federal Reserve Bank posting and entries.
- May help open retail and commercial checking and savings deposits by determining that all necessary deposit documents are in proper form, and issuing receipts.
- Records, files, updates information, prepares wire transfers.
- May gather data and process various reports (e.g., currency transaction, returned items, overdrafts, callbacks, etc.)
- May issues official checks, money orders, traveler’s checks, etc.
- Answers telephones, answers question and directs callers to proper Bank personnel.
- Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
- You are to conduct yourself professionally and as a bank representative while at work and in public.
- Demonstrates knowledge of and adherence to Equal Employment Opportunity (EEO) policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.
- Assures compliance with all Bank policies and procedures and all applicable state and federal banking laws, rules and regulations.
- Completes administrative tasks correctly and on time; supports the Bank’s goals and values; benefits the Bank through outside activities.
- Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct.
SECONDARY DUTIES
The position of Retail Market Manager performs duties specific to the position and other functions as assigned.
SUPERVISORY RESPONSIBILITY
The position of Retail Market Manager is responsible for the supervision of one or more employee(s), and normally carries out supervisory responsibilities in accordance with the Bank's policies and applicable laws, ensuring adherence to EEO guidelines.
ENVIRONMENT AND PHYSICAL ACTIVITY
The incumbent is in a non-confined office-type setting in which he or she is free to move about at will. The position includes driving a Bank or personal owned vehicle approximately less than 10% of the time which includes exposure to the outside weather elements and moving mechanical parts. It may include some minor annoyances such as noise, odors, drafts, etc.
The incumbent in the course of performing this position spends time writing, typing, speaking, listening, lifting , driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.
The incumbent for this position may operate any or all of the following: telephone, smart phone, copy and fax machines, adding machine (calculator), check protector, scanner and image systems, scanning equipment, encoder, money counter, credit card terminal, typewriter, computer terminal, laptop computer, personal computer, tablet, printers, or other equipment as directed.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
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.
MENTAL DEMANDS
The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions.
MINIMUM REQUIREMENTS
These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
- Ability to cross-sell and explain all operation products and services with confidence and authority.
- Thorough understanding of management procedures; ability to plan department or Bank activities (setting objectives, developing strategies, budgeting, and developing policies and procedures); initiative to organize various functions necessary to accomplish department or Bank activities; effectively staff (selecting, training and developing employees); directing employees towards the desired objectives (delegating, motivating, resolving problems); controlling the function (developing performance standards, measuring results, taking corrective action and rewarding employees as appropriate).
- Intermediate experience, knowledge and training in branch operation activities, terminology and products and services.
- Intermediate knowledge of related state and federal banking compliance regulations, Bank operational policies and procedures, and the Bank’s products and services.
- Basic loan product knowledge.
- Basic knowledge of human resource and labor laws and policies.
- Basic typing skills to meet production needs of the position.
- Basic skills in computer terminal and personal computer operation; host computer system; word processing, spreadsheet and specialty software programs.
- Ability to read, analyze, and interpret general business periodicals, professional journals, and technical procedures.
- Excellent organizational and time management skills, with the ability to provide leadership, supervision and training for one or more employees using positive supervisory techniques to ensure maximum productivity; demonstrated ability in organization and delegation skills.
- Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, correspondence and procedures, speak clearly to customers and employees.
- Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.
- Ability to work with minimal supervision while performing duties.
- Current driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.
Management reserves the right to change this job description at any time according to business needs.