Branch Service Manager jobs in Springfield, MA

OVERVIEW:

Guided by our Core Values, the Branch Manager will be responsible for the achievement of goals, customer service, operations, and team development in their respective branch, and contributing to the achievement of the Bank’s mission statement. Responsible for assisting with the development and retention of a high-performing team through leadership and coaching in all aspects of goals, communication, service, and operational excellence. Responsible for overseeing all of the daily branch functions, participating in the hiring process, developing, and maintaining a branch team, and overall customer experience. Proactively participates in business prospecting and relationship building activities to foster new relationships and to deepen existing ones.

Performs supervisory and administrative functions to ensure the ongoing effectiveness of branch operations in conformance with established Bank policies and procedures. Demonstrates leadership, accountability, dependability, professionalism, teamwork, and excellent communication skills in every interaction.

PRIMARY ACCOUNTABILITIES / RESPONSIBILITIES:

Performs any functions necessary within the scope of authority and expertise, to provide the highest levels of customer service and responsiveness to our customers.

Superior Service Quality

• Effectively utilize decision-making skills, within established authorization guidelines, to support valuable customer retention.
• Recognize and pursue opportunities to enhance relationships, products, services, practices, and the organization’s competitive position within the market place.
• Promote collaboration and communication with all other departments to achieve customer and employee satisfaction.
• Project a positive tone of appreciation for the contributions of other departments’ team members.
• Proactively participate in community networking opportunities and routinely visit potential and existing business clients to foster new relationships or deepen existing relationships.

Lending

• Interview and take applications for all consumer and home equity loans/lines, where applicable. Close consumer and home equity loans/lines. Ensure appropriate team members are knowledgeable to interview/take applications and close loans.
• Refer mortgages and refinances to branch’s Mortgage Originator, but may also assist customers in entering online mortgage applications in absence of Mortgage Originator.
• Maintain a strong knowledge of our consumer and home equity products (where applicable), regulations, and processes. Ensure appropriate team members also maintain strong knowledge in these areas as well.

Leadership and People Management

• Participate in the hiring process.
• Observe and coach the entire branch team.
• Maintain open lines of communication with the branch team and ensure timely communication of pertinent information.
• Be innovative and offer new ideas on current processes/routines.
• Develop, implement, and manage a detailed performance plan for both the individual employees and the branch including team and individual goals.

Operations and Compliance

• Ensure compliance with the Federal and State laws as well as the Bank’s policies and procedures.
• Assist with the completion of required periodic audits, month-end reports, and inventories in a timely manner.
• Oversee branch security detailed in the HFG security manual and ensure branch staff compliance.

EDUCATION AND EXPERIENCE:

• Undergraduate degree or similar course work/training
• 5-7 years customer service experience/sales experience
• 5-7 years supervisory experience. Must have demonstrated success in leading, coaching, managing, and motivating others
• Prior Bank Branch Manager experience
• Familiarity in the Amherst market is a plus

An Affirmative Action/Equal Opportunity Employer of protected veterans and individuals with disabilities. Applicants for employment are considered without regard to race, creed, color, religion, sex, gender identity, sexual orientation, marital status, genetic information, national origin, age, disability, status as a veteran, Vietnam Era Veteran, or being a member of the Reserves or National Guard. Also, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.