Financial Center Manager

PIONEER BANK JOB DESCRIPTION

Title: Financial Center Manager

Department: Retail

Reports to: SVP, Chief Banking Officer

FLSA Status: Exempt

Scope:

Leads the customer service and sales initiative for the branch, by setting the example and tone for a strong customer service environment. Accountable for branch operations, growth and profitability goals by implementing and managing business development plans. The primary focus is customer relationships, quality loan production, core deposit growth and non-interest income products.

Essential Functions:

• Leads, coaches and develops financial center employees in an environment that promotes excellent customer service, accountability, efficiency and teamwork. Serves as a role model by exhibiting professionalism, possessing leadership skills and being operationally sound.
• Responsible for maintaining core deposit and loan goals pertaining to growth and profitability that is directed by the bank’s Strategic Plan.
• Responsible for underwriting retail, in-house real estate, secondary market mortgage and small business loans. Responsible for maintaining core deposit goals pertaining to growth and profitability that is directed by the bank’s Strategic Plan.
• Creates and implements branch business development plans that utilize sales and service techniques. Monitors daily progress to achieve set goals and objectives.
• Exercises administrative control over functions of the financial center to include but not limited to policies, compliance, internal controls, staffing levels, schedules, hiring, disciplinary actions and performance management.
• Actively profiles new and existing clients to provide financial solutions. Successfully matches bank products and services to client needs. Opens and processes new accounts such as loans, checking and savings accounts, business banking and certificates of deposits.
• Deepens and enhances customer relationships by contacting clients and prospects in person or by phone to identify additional client financial needs.
• Seeks opportunities through referrals from existing relationships to attract and retain new client households and small business accounts. Follows-up as necessary to gain and optimize customer relationship.
• Act as a Sales Manager for the branch’s overall sales efforts. Responsible for training and holding staff accountable to sell bank products to reach specified goals and provide excellent customer service.
• Managing the retail sales and small business development functions within the branch. Responsible to ensure the retail area is actively deepening client relationships through direct sales efforts, cross-selling and outbound contact efforts.
• Develop Sales & Cross-selling programs that may affect other departments of the bank to include training, goal setting and motivating the staff to provide exceptional service to the clients.
• Act as the main contact for Business client interaction to help in all areas of sales and service, to facilitate the opening of new business accounts and implementation of new treasury management products.
• Represents the bank in the community to develop and promote additional business by participating in civic, professional, and/or business associations.
• Maintains security controls to protect the facility against criminal and fraudulent operations and unnecessary risk or exposure, including but not limited to vault operations and procedures.
• Develops and manages staff productivity within their workforce through hiring the best and brightest candidates, training, coaching and counseling.
• Provides daily oversight of all branch sales, service and operations, including opening and closing procedures, staffing coverage during peak periods and timely resolution of operational issues.
• Oversees teller and cash operations, including cash limits, vault and ATM balancing, dual control and prompt resolution of audit and examination exceptions.
• Conducts regular team meetings, one-on-one coaching sessions and call or observation coaching. Sets individual sales and service goals, tracks results and completes timely performance reviews.
• Monitors daily and monthly branch results for deposit, loan and fee income goals. Takes corrective action when results fall behind plan.
• Manages deposit retention and pricing, including reviewing maturing CDs, tracking attrition and large-balance accounts, and making relationship-based pricing exceptions within approval authority.
• Manages the branch loan pipeline from application through closing. Partners with lenders and other lines of business on referrals and ensure complete, accurate loan documentation.
• Monitors loan quality, including follow-up on delinquencies and exceptions, and supports collection efforts as needed.
• Serves as the escalation point for customer complaints. Resolves issues promptly, document them per policy and use trends to improve service.
• Leads fraud prevention at the branch, including check and ACH fraud red flags, large cash transactions, elder financial exploitation and timely escalation of suspicious activity.
• Ensures staff complete required compliance and security training. Maintains emergency, business continuity and employee safety readiness for the branch.
• Plans and executes local marketing and community events that support the branch’s growth goals.
• Ensures 100% compliance with bank policies and procedures.
• Performs other duties as assigned.

Minimum Requirements:

High School Diploma or equivalent.

Bachelor’s degree preferred

Four to six years of experience in retail bank sales management (training, coaching and supervising sales personnel; managing financial center operations; consumer and underwriting; proven track record with sales strategies and business development plans, etc.).

Job requirements can be subject to an equivalency review by management.

Knowledge, Skills and Abilities:

Excellent interpersonal, sales and relationship management skills.

Excellent verbal and written communication skills.

Excellent organizational and planning skills.

Expert knowledge of consumer and business lending policies, procedures and associated underwriting.

Problem solving, conflict management and decision making skills.

Ability to develop and implement sales strategies and business development plans.

Ability to understand personal and business financial statements and tax returns.

Demonstrate ability to provide leadership and manage multiple priorities within established deadlines.

Ability to cross-sell products and services via phone or face-to-face.

Ability to analyze consumer and small business needs and match appropriate products and services.

Ability to use MS Word and Excel and related banking software.

Knowledge of retail sales strategies.

Knowledge of bank products and services.

Knowledge of bank policies and procedures.

Knowledge of lending practices and regulations.

Knowledge of various federal regulations including but not limited to Bank Secrecy Act.

Other:

Dependability

Initiative

Team Work

Supervisory Requirements:

Tellers (1-2)

Head Teller (1)

Working Relationships

Internal contacts include various departments, department heads, and senior management.

External contacts include bank customers.

Equipment, Machines and/or Tools used:

Standard office equipment.

Physical and Mental Requirements: (reasoning, interpreting, speaking, hearing, seeing, standing, walking, sitting, bending, stooping, reaching, climbing, lifting, typing, etc.)

All of the above plus must remain calm and professional when dealing with customers, co-workers and management.

May be required to lift and carry up to 30 pounds of coins and office supplies.

Extended periods of standing and sitting.

Work Environment: (noise, dust, hot/cold temperatures, safety hazards, etc.)

Typical office environment.

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Experience:

• banking and sales: 2 years (Preferred)
• management: 2 years (Preferred)

Work Location: In person