Retail Manager

Westfield Bank

Cuyahoga Falls, OH

Full-Time

Job Description

Location: Cuyahoga Falls

Full Time In-Office

Leader: Aaron Barnhart

Retail Manager Job Summary

The Retail Manager will be responsible for sales efforts for an assigned bank office location including deposit acquisition, cross sales, sales promotions and consumer loan originations. Manages all Universal Bankers (UB’s) at their branch location. Works as a team leader to provide superior customer service to the clients of Westfield Bank. Also, provides customer service functions including customer contact via the following channels: branch office, Internet, e-mail, call center, and ATM. Actively represents the Bank in community through participation with community activities and organizations.

Essential Functions (primary functions and/or reasons the job exists in order of importance)

Responsible for sales efforts of the assigned bank office location including deposit acquisition, cross sales, sales promotions and consumer loan originations.
Serves as the office sales leader, responsible for office goals including sales promotions, deposit growth, consumer loan originations, and cross sell efforts. Encourages adoption of Sales and Service Excellence program.
Dedicated to providing superior service to Westfield Bank customers consistent with the Bank’s defined policies and procedures. Services to be provided include, but are not limited to, opening, closing, and servicing of accounts, in person and online, for individual and business customers.
Actively promotes the Bank’s products and services through cross-sell opportunities while interacting with customers.
Performs talent management responsibilities including employee selection, performance management, coaching in technical and career development, customer service, ensuring adequate reserves, and reviewing files. Manages priorities and workload distribution, removes barriers that impede progress. Completes all personnel, salary administration, and reporting duties. Performs operational responsibilities that drive team performance including planning, execution, process improvement and best-practice.
Responsible for branch walk-in and drive-thru traffic (where applicable), as well as customer phone calls. Responds to customers’ request for account information via phone, voicemail, fax, electronic mail, and web-based communication channels.
Maintains knowledge of all of all products and services offered at the branch including processing procedures, underwriting, and general guidelines pertinent to these products.
Actively solicits and services customer requests by taking applications for Home Equity loans and Home Equity Line of Credit loans, and for direct consumer loans (e.g., auto, RV, boat and motorcycle). Escalates any exception requests to the Retail Banking Leader.
Oversees the following: processing night drop deposits, ATM deposit/withdrawal postings, currency orders, and balancing of the vault.
Responsible for outbound sales call efforts, participating in quarterly campaigns to cross-sell the Bank’s products and services, service-oriented calling, and 2-day, 2-week, and 2-month customer call backs.
Assists business bankers and agency banking with support including, but not limited to, account opening/maintenance, document preparation, card servicing, and online banking/cash management services.
Solves customer and agent inquiries including resolution of complaints and problems. Makes decisions and/or solves problems to provide effective customer service to individual and business customers and agents. Initiates action to ensure account errors, processing errors, system errors, and bank errors are corrected.
Performs routine account maintenance functions, including check orders, changes to account information, and ordering new and replacement debit cards.
Establishes and maintains profitable customer relationships with existing customers, prospective customers, and other business clients by providing prompt service, competitive products, and financial advice.
Educates customers on available banking options that allow customers to utilize remote banking.
Learns additional operational duties including, but not limited to, Elan, COCC updates, Reg D, Digital Archive, Teller Capture, E-Vision, and BCP procedures, etc.
Maintains awareness, understanding, and compliance with the Bank's internal policies and procedures, laws, and regulations appropriate for this position.
Provides assistance in response to regulatory and internal/external audit requests.
Travels occasionally in order to participate in special assignments, training, and/or travel between office locations.

Desired Qualifications/Experience/Certification/Education (in order of importance)

5+ years of relevant banking experience.
As defined by the S.A.F.E. Act, must register as a Mortgage Loan Originator with the Nationwide Mortgage Licensing System (NMLS) and maintain the unique identifying registration number.
Working knowledge of consumer mortgage processing, underwriting and closing procedures, and federal lending regulations governing Home Equity and Home Equity Line of Credit products.
Leadership skills resulting in the ability to effectively coach and mentor others.
Customer service focus and proficiency as an effective communicator (written and verbal communications) with strong interpersonal skills. This includes the ability to interact professionally and courteously with bank customers and bank employees.
Ability to work overtime as necessary.
Must display a high level of initiative via an entrepreneurial spirit.
Detail orientation, multi-tasking, analytical, and problem-solving skills.
Knowledge of Microsoft Windows and Office (Excel, Word) or other transferable software packages.
Bachelor’s degree in Business Administration, Finance or related field or commensurate experience.
Valid driver’s license and a driving record that conforms to company standards.

Physical Requirements (specific to the role)

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Ability to work effectively in an office environment for 40+ hours per week (including sitting, standing, and working on a computer for extended periods of time).
Ability to communicate effectively in a collaborative work environment utilizing various technologies such as: telephone, computer, web, voice, teleconferencing, e-mail, etc.
Ability to travel as required.
Ability to accurately handle cash and other negotiable instruments as required.
Ability to work overtime as necessary.

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

We are an equal opportunity employer/minority/female/disability/protected veteran.