At First Fidelity Bank, people matter, including our customers, our communities, and especially our employees.
In our Retail Banking teams, employees serve as trusted financial partners for the clients and neighborhoods we serve. We are looking for service-minded individuals who enjoy building relationships, helping clients achieve their financial goals, and being a positive presence in their community. Our retail team members are essential to our success, and we support their growth through training, development, and opportunities to advance. One of our core values is providing a caring place to work where people enjoy coming to work, build lasting relationships, and feel proud of the difference they make every day.
SUMMARY
Under the direction and supervision of the Branch Manager or Regional Manager, provides supervisory leadership to the branch while exemplifying the Bank's Mission, Core Values and Golden Rules of Service. Keeps Branch Manager/Regional Manager informed at all times. Assists the Branch Manager/Regional Manager with overseeing the sales and client service activities within the branch. Involved in the direct supervision of Teller and Personal Bankers, including coaching, motivating, counseling, scheduling, training, coordinating job duties, approving transactions, and assisting with questions or problems. Provides effective leadership, mentoring and supervision to staff in order to maximize optimum sales/service performance, while providing motivation to inspire continuous improvement of individual and team performance.
The Assistant Manager will support clients in achieving their financial goals by resolving client issues, engaging them to understand their financial needs, identifying thoughtful solutions, and providing extraordinary delivery of products and services. In some locations, serves as the resource where elevated client issues are researched and resolved. Requires thorough knowledge and familiarity of the various accounts and products provided by the Bank.
PRIMARY DUTIES/RESPONSIBILITIES:
Branch Leadership and Colleague Supervision
- Under the direct supervision and direction of the Branch Manager or Regional Manager, assists with managing the day-to-day operations at the branch, including answering questions and researching and resolving complex problems. Utilizes knowledge and experience in exercising discretion and independent judgment to facilitate complex transactions and resolve client relation problems. Keeps Branch Manager informed of all problems and resolutions.
- When issues arise, actively seeks possible alternative solutions and is ready to make recommendations to the Branch Manager or Regional Manager.
- Exemplifies, by leading by example, and holds staff accountable for meeting or exceeding the Bank's Mission, Vision, Core Values, and Golden Rules of Service. Solidifies a culture that exceeds expectations.
- Demonstrates a servant-style leadership that is selfless and compassionate. Creates a caring place to work that attracts, grows and retains the right people. Must be fun, positive and engaging while providing direction and fostering personal accountability.
- Ensures all Tellers and Personal Bankers have knowledge and a clear understanding of their job responsibilities; Bank products, services, policies and procedures; and regulatory banking requirements.
- Clearly communicates performance expectations to direct reports. In partnership with the Branch Manager or Regional Manager, sets individual and team goals, conducts regular one-on-one and team meetings, provides on-going performance coaching, and promotes an environment where direct reports feel comfortable sharing opinions and providing regular feedback.
- Provides encouragement, motivation and empowerment to achieve or exceed goals. Inspires and leads team members to reach their full potential.
- Coaches individuals on performance expectations; goal attainment; how to resolve problems and overcome obstacles; professionalism; client service; effective communication; teamwork; and the FFB sales method. Ensures colleagues understand how their actions have a direct impact on client satisfaction and the Bank's financial growth.
- Supervisory responsibilities include interviewing, hiring, and coaching new team members, as well as scheduling, monitoring/approving timesheets, managing attendance and overtime, promoting career development, and conducting performance evaluations.
- Supports the Branch Manager or Regional Manager in maintaining the aesthetic appeal and effectiveness of the branch property and facilities.
Client Relations and Sales
- Enhances the client experience and the reputation of the Bank by warmly and sincerely greeting and engaging clients and providing superior client service. Actively participates in the Bank's sales development program including direct generation of sales leads.
- Ensures the entire team at the branch creates a memorable client experience by proactively building, maintaining, and growing relationships through various communication channels. Coaches, mentors and holds staff accountable to provide a superior level of service by identifying clients' needs and recognizing and acting upon opportunities to offer Bank products and services.
- Role models and coaches staff to engage in professionally curious conversations with prospective and existing clients in order to uncover service opportunities. Mentors and encourages staff to ask questions to understand what is important to the client and how the Bank can help meet the client's financial needs. Uses a consultative approach while tailoring recommendations and solutions.
- Works to bring the client's expectations in line with the Bank's capabilities in order to achieve the client's desired outcome. In every interaction, looks for ways to say "yes" to the client, adapting, as needed, to meet the ever-changing needs of our clients and the communities where we do business.
- Develops strong relationships with other colleagues at the Bank in order to introduce clients to specialists who can assist with specific financial needs.
Other Duties
- Keeps the Branch Manager or Regional Manager informed of direct reports' performance, progress toward goal attainment, and issues and concerns.
- Participates in Retail and Bank-wide meetings and ensures important information is communicated to staff.
- Exemplifies high standards in terms of work ethic, attendance, compliance with banking regulations, and following policies and procedures.
- As needed, assists with Teller Transactions and opens new accounts.
- Ensure branch is adequately stocked with office supplies
- Ensure proof corrections are cleared daily
- Performs other relevant duties as assigned.