Under the direction of the AVP Branch Officer – Relationship Branch, this position will be part of the leadership team responsible for the oversight of the “relationship branch” as part of HarborOne’s branch evolution. This position shall help support and oversee the customer experience, employee engagement, sales production, business development, operational integrity, digital on-boarding and utilization, community relations activities, and growth of assigned branch. Of critical importance will be the adoption of new engagement practices, staff motivation, profitable household expansion, and customer onboarding to new technologies. This position may be involved in the marketing and community relations activities prior to the branch launch and will be expected to provide support during all branch events and campaigns.
Helps plan and direct branch activities under the guidance of the branch manager including sales production, service quality, branch staff development and oversight, adherence to security, compliance and all operational policies and procedures.
Directly supervises employees in branch, and oversees branch in absence of manager.
Responsible for employee engagement and branch morale through effective communication and leadership.
Assists branch manager in creating a sales culture by assisting in coaching, recognition programs, goal setting, business planning, and team building. Meets or exceeds branch growth and profit targets through individual performance and the achievement of branch production goals. Motivates and inspires others to achieve team targets.
Helps direct a relationally-oriented, market-driven, customer-centric sales culture focused on asset quality and service excellence.
Leads the creation of an exceptional customer experience through active lobby management and customer-centric engagement practices. Provides and directs team members in the consistent delivery of service excellence. Ensures the bank’s service standards are met or exceeded. Sets a good example, inspiring confidence, respect and loyalty among staff.
Manages sales processes including customer relationship guides, tools, practices and results for the branch in partnership with the branch manager.
Ensures the successful rollout of “relationship branch” model including staff engagement and adoption of new “relationship banker” role and responsibilities, as well as the new “evolved” branch programs and policies. Helps drive the utilization of new technologies through customer education and on-boarding.
Trains employees. Helps plan, assign and direct the work of the financial center. Appraises employee performance, provides constructive feedback, and resolves problems.
Meets all expectations of the relationship banker role as an individual contributor.
Advise customers about all loan products, both consumer and business. Coordinate with Consumer Lending on the approval and disbursement of consumer and business loans. Assist in the completion of loan applications making recommendations based on suitability.
Possesses a thorough knowledge of all Harbor One’s products and services to provide suitable recommendations to clients and effectively coach staff to become effective relationship builders.
Serves as back-up to the RB- Operations Specialist in audits, vault needs, cash handling, and other requirements of branch operations.
Works with business partners to identify business and cross-referral opportunities. Participates in joint business calling as needed.
Build internal and external relationships through exceptional problem resolution, ownership and follow through. Promote team building and collaboration among colleagues.
Successfully meet branch budget targets through active oversight of schedules, overtime, and staffing models. Monitor and control expenses.
Demonstrate and promote high ethical standards and behaviors. Respects, promotes and values diversity.
Identifies problems and initiates resolutions efficiently, notify appropriate resources of issues and outcomes, and ensure investigations are completed in a timely manner.
Ensure staff have regular access to coaching, training and development. Strive to reduce staff turnover.
Follow proper security procedures for opening and closing the branch. Train and enforce all security procedures. Respond to after-hours alarms and calls. Assists AVP Branch Officer in ensuring compliance with state and federal laws within the scope of the position.
Maintain a superior understanding of all applicable regulations and laws relating to day to day duties including but not limited to: Bank Secrecy Act, Privacy, Fair Lending, and Regulation E. Stay apprised of all changes and communicate to staff. Complete required compliance training on time and apply learnings to daily activities. Ensure staff are up-to-date on all regulatory issues and have completed required regulatory classes/training programs.
Ensure all literature in the branch is up-to-date and appropriate, including product brochures, disclosures, marketing materials, and human resource collateral.
Ensure the branch and grounds are maintained such that safe conditions are provided, and the appearance reflects professionalism.
Other duties as assigned.
Participate in community events.
Prepare work schedules for team.
Complete and compile required reports as requested including pipeline and sales production, operations and customer activity reports.
Assist in training programs and provide support to retail peers as part of branch evolution.
The Assistant Branch Manager- Relationship Branch is required to register with the Nationwide Mortgage Licensing System and Registry (NMLS), obtain a unique identifier and annually renew the registration, as defined by S.A.F.E. Act requirements.
EDUCATION and/or EXPERIENCE
Associate’s Degree (A.A.) or equivalent from two-year college or technical school; Bachelor’s degree from a four-year college or university preferred. At least 1 year of supervisory and/or management experience. Supervisory or Management experience in a fast paced sales, retail, hospitality, or banking environment is preferred.
Proven ability to consistently demonstrate commitment to creating an exceptional customer experience. Must have a passion for employee development. Demonstrated enthusiasm with established verbal communication skills to engage customers and encourage meaningful conversations. Must be able to pro-actively engage customers in conversations to identify opportunities, broaden relationships and provide solutions. Ability to respond to present needs as well as anticipate future needs of clients and service accordingly.
Internal candidates should have a minimum of one year experience in their present role with a performance rating of “Valued Performer” overall as well as operational proficiency.
Ability to multi-task and master competencies in all areas of financial advice including managing money, borrowing money, and investing money. Must be able to self-manage, work independently, and be flexible. Maintain technical and operational proficiency in all aspects of customer engagement including account opening, loan applications, servicing, small business, new technologies, and on-boarding.
Strong operational proficiency with successful outcomes. Solid Analytical and decision-making skills.
Must be able to work in a team environment and contribute as an individual – demonstrating the ability to support others in the achievement of common goals, as well as self-managing to individual expectations. Prior track record of successful attainment of goals in customer experience and/or business development in prior roles and work experiences.
Working knowledge of Microsoft Office products. Ability to master job specific software and hardware applications. Ability to educate around new technologies and digital channels. Ability to engage consumers and respond to their digital needs.
Must be able to successfully complete required training classes.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to work in an environment that requires active lobby management throughout the day. While performing this job, employee is regularly required to stand; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; and talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to stop, stoop, kneel, or crouch. The employee may occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.
HarborOne Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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