AVP, Head of Retail Banking

Position Summary:

The Head of Retail Banking is responsible for managing sales and operations of bank branches, overseeing collection of past due loans, loan administration, and ensuring policies and procedures are being followed.

Duties and Responsibilities:

1. Adds value as a key member of senior management; understands the business, financials, industry, customers, and strategy. Working with the President/CEO as the bank's external representative for deposit and loan growth. Manages sales goals as described. 2
2. Supervises employees, provides direction, coaches, trains, develops, hires, and manages performance to company goals and expectations. Working with the Branch Manager/Assistant Manager, and Operations Administrator, coaches, and trains employees on sales approaches; ensures staff sales goals are met; uncovers sales opportunities.
3. Working with the Operations Administrator, oversees the management of the daily operation of the branch. HOR will ensure policies and procedures are being followed, reports are completed, and branch audits are satisfactory; monitors and administers the approved branch budget and explains variances; maintains acceptable level of nonsufficient funds fee waivers as determined by management; oversees maintenance and security of facility; keeps branch current on government regulations and the association's policies and procedures regarding lending, savings, and branch operations.
4. Directs activities of branch through Branch Manager/Assistant Managers/other staff members to ensure achievement of branch goals including sales, cross-selling, and referrals of Bank products and services; leads and participates in branch sales promotion campaigns including customer calling programs; coaches and mentors staff to ensure their use of appropriate sales skills and techniques; works with Marketing to ensure branch has effective marketing displays, signage, and materials; ensures the branch provides quality customer service.
5. Working with the Branch Manager/Assistant Manager, and Operations Administrator, approves scheduling of staff and monitors staff hours in accordance with Branch Staffing Model; ensures staff compliance with bank regulations, requirements, and procedures, and that staff follow operational and security policies and procedures; communicates and reinforces to staff changes in government regulations and the bank's policies and procedures regarding lending, savings, and branch operations; conducts branch operations/sales meetings and other branch meetings.
6. Leads Branch Manager/Assistant Managers and staff members, toward meeting individual goals and target production standards through engaging customers in meaningful conversations to determine their needs and assists the customer in choosing appropriate Bank products and services and follows up on referral opportunities to achieve branch and Bank goals; responds to customer inquiries regarding bank products; takes consumer applications; opens and closes accounts with accuracy and in accordance to bank policy and applicable regulations.
7. Working with the Branch Manager/Assistant Managers and Operations Administrator, as the branch's customer relations representative and resolves customer complaints; approves customer transactions and overrides; responds to customer inquiries; operates a teller window when necessary.
8. Maintains membership in an approved community organizations and participates in community events/trade shows to develop and strengthen referral and customer relationships, and to develop business relationships with outside organizations.
9. Works with loan servicing manager, M2, and Operations Administrator on collection processes of past due mortgage and retail loans including calling customers and engaging legal counsel.
10. May serve as BSA officer ensuring compliance with Bank Secrecy Act, and /or AML officer ensuring compliance with Anti Money Laundering regulations.
11. Working with the Operations Administrator and IT, manages systems updates such as servers and in branch computer systems
12. Other duties as required.

Necessary competencies:

1. Adaptability
2. Communication skills
3. Customer service
4. Interpersonal skills
5. Job knowledge
6. Judgment
7. Leadership
8. Planning and organization
9. Staff development

Technical Expertise

1. Experience in banking laws, regulations, and guidelines is required.
2. Experience in customer service is required.
3. Experience in retail banking is required.
4. Experience in financial services or banking is preferred.
5. Proficiency in MS Office [Outlook, Excel, Word] or similar software is required. Loan Origination Software, Cleartouch, OnBase, Encompass, various government and investor software/web portals is preferred.

Education and Experience

1. Education: High School Diploma or equivalent is required; Bachelor's degree is preferred.
2. Certification: Valid Driver's License is required. NMLS Number and Notary required.
3. Years of experience: 5 to 7 years is required.
4. Years of experience supervising: 3 to 5 years is required.

Physical Environment

• While performing the duties of this job, the employee is regularly required to lift, walk, stand, sit, bend, reach with hands and arms, climb, push/pull, use hands, and see, hear, and speak.
• The employee must occasionally lift and/or move up to 25 pounds.
• The noise level in the work environment is usually quiet to moderate.
• This position is performed in an office setting, Able to workdays and hours branch offices are open. Able to work overtime as required and be on call for any emergencies 24 hours a day, 7 days a week.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.