Guest Experience Manager - Two Rivers Office

POSITION SUMMARY

This unique position offers a consolidated set of responsibilities that merge branch management functions with direct teller supervision. You will oversee branch operations, lead and mentor frontline employees, provide exceptional customer service, and actively promote bank products and services. Combining these duties allows you to gain a holistic understanding of branch operations while directly impacting the G.U.E.S.T. Experience.

To provide the absolute best G.U.E.S.T. experience to our customers, this position will focus on developing their team to always:

• Greet the customer in a friendly, welcoming way.
• Use the customer's name at a point in the customer/employee interaction.
• Eye contact, connecting to the customer to know you see them, and they are important.
• Smile! We strive to be the friendliest bank in town!
• Thank the customer for banking with Bank First.

RESPONSIBILITIES

Leadership and Supervision:

• Provide leadership and support to your office's frontline team of Tellers and Customer Service Representatives (CSRs), including performance evaluations, coaching, and conflict resolution.
• Participate in the hiring and training process for Tellers, CSRs and other branch staff.
• Conduct audits of teller drawers, ATM, cash dispensers, and the vault, ensuring adherence to regulations and security protocols.
• Create and manage schedules for your team in a manner that promotes flexibility and branch optimization.
• Foster a positive and collaborative work environment for the branch team.
• Resolve customer complaints and matters requiring attention, collaborating with other branch leadership as needed.
• Train and mentor your team on effective teller operations, customer service, policies and procedures, and cross-selling techniques.
• Participate in Branch Leadership Training programs monthly.

Customer Service and Sales

• Provide an exceptional G.U.E.S.T. Experience to all branch visitors, assisting with transactions, account openings, and all inquiries in person, email, or phone.
• Actively promote and present bank products and services to existing and prospective customers, identifying needs and recommending suitable options.
• Explain loan terms, rates, and customer responsibilities, assisting with loan applications when applicable.
• Act as a Notary Public when needed.

Branch Operations Management

• Manage all aspects of branch operations, including cash handling, armored car services, ATM maintenance, and night depository processing. Perform Teller and CSR role as needed.
• Monitor daily overdrafts and deposit accounts, taking necessary actions as needed.
• Handle administrative tasks such as scheduling, managing supplies, monitoring and filing reports, and organizing meetings.
• Oversee the day-to-day operations of your branch, including addressing ongoing facility maintenance matters, branch signage, compliance with regulatory requirements, and security procedures (including semiannual branch audits).
• In collaboration with other lines of business within the branch, lead and facilitate all customer and employee celebrations or initiatives (i.e. community outreach efforts, team-building events, customer appreciation events, etc.).

#INDBF

Competencies

Financial Acumen

• General Banking Knowledge: Understand how a bank operates and how it makes money to deliver value to shareholders.
• Branch Performance Drivers: Able to make thoughtful, informed decisions to optimize your branch's performance.

Leadership

• Leadership by Example: Set a high standard of leadership, professionalism, and ethics that serves as a model for your team.
• Team Development, Continuous Feedback and Coaching: Provide regular and constructive feedback to team members and offer actionable insights for growth with both technical and customer service skills.
• Ownership Mindset: Take ownership of your branch and of customer issues and inquiries to ensure prompt and effective resolution of customer concerns.
• Strong Communicator: Keeps supervisor and team members informed on a regular and consistent basis about updates, progress and problems. Demonstrates active listening skills; solicits, listens, and acts on input from others.
• Strong Customer Orientation: Demonstrates commitment to providing an exceptional customer experience.

Critical Thinking & Technical Expertise

• Solutions Oriented: Resolve customer complaints and matters requiring attention. Proactively identify areas for improvement and communicate proposed solutions clearly and persuasively to stakeholders at various levels.
• Maintains Branch Compliance: Maintains high standard of compliance and accountability, setting the standard across business lines and holding staff accountable for adherence to banking regulations.
• Capacity & Achievement Oriented: Skilled in executing tasks and projects with precision and efficiency. Anticipates obstacles and proactively resolves them to ensure successful outcomes. Known for consistently delivering exceptional results within established timelines and quality standards.

Qualifications

• Minimum of 18 months banking experience, with both teller and supervisory experience preferred.
• Strong leadership and interpersonal skills.
• Ability to build trust and maintain positive relationships with customers and staff.
• Proficient in Microsoft Office Suite and banking software.
• Excellent organizational and time management skills.
• Knowledge of bank products and services.
• Experience with loan applications preferred.