Branch Supervisor

JOB DESCRIPTION – BRANCH SUPERVISOR

Position Title: Branch Supervisor

FLSA Status: Non-Exempt

Department: Retail Banking

Location: Canton Branch

Reports to: Director of Retail Deposits & Training

Directly Supervises: Branch Staff

Travel: Minimal (limited to service area of respective branch)

Date Last Revised: January 2026

**This document in no way states or implies that these are the only duties to be performed by the employee occupying this position. **

POSITION SUMMARY:

The Branch Supervisor plays a key leadership role in driving the daily operations, performance, and culture of the branch. This position directly supervises front-line staff while ensuring operational excellence, regulatory compliance, and a consistently high-quality, relationship-focused customer experience.

The Branch Supervisor leads by example—coaching, developing, and motivating employees through regular feedback and performance conversations; managing workflow, staffing, and coverage; and confidently handling customer concerns and escalations with professionalism, empathy, and sound judgment. This role emphasizes building strong, trust-based relationships with customers by understanding their financial needs, goals, and concerns, and by promoting solutions that deepen relationships and support long-term customer loyalty.

In addition to people leadership, this position supports branch growth by reinforcing sales and referral expectations, coaching staff on effective customer conversations, and partnering with the Director of Retail Deposits & Training to achieve branch goals. The Branch Supervisor actively promotes a relationship-based banking approach, encouraging collaboration, accountability, and consistent execution across the team.

This role also represents the branch within the community by supporting local engagement efforts and reinforcing the bank’s commitment to personalized service and community involvement.

Success in this role requires strong decision-making skills, attention to detail, the ability to manage competing priorities, and a relationship-focused leadership approach that balances business growth, customer satisfaction, and risk

management within a compliant and positive branch environment.

ESSENTIAL CHARACTERISTICS OF CANDIDATE:

• A professional who will balance the needs of the Bank with a desire to serve people.
• A strong sense of loyalty to our Bank and our vision.
• A true passion and enthusiasm for the banking industry.
• A professional in every sense of the word; including but not limited to appearance, communication, and conduct.
• An entrepreneurial sense for business development and revenue growth.
• A high degree of comfort with communicating Bank expectations to staff and peers.
• A willingness to be creative in problem-solving.
• Enjoys having fun with people.
• An evangelist for the Bank and our vision.

SPECIFIC JOB FUNCTIONS:

• Maintain knowledge of all branch policies and procedures.
• Prepare and maintain accurate paperwork according to policies and procedures.
• The daily operation of teller line, vault, and ITM’s according to the banks policies & procedures.
• Perform audits as outlined in the bank’s procedures.
• Maintain an understanding of the trends related to branch business activity (# of accounts, accounts opened, accounts closed, balances, and fee income among others).
• Review and Approve timecards.
• Provide personnel management for branch staff.
• Manage overall branch office operations.
• Responsible for maintaining office building, grounds, equipment, and fixtures.
• Maintain a team that takes a sales-oriented approach to customer service.
• Display a consistent effort to build and maintain strong internal and external relationships.
• Support digital, self-serve, and interactive technologies to improve the customer experience.
• Support an innovative digital platform to achieve our goal of increasing digital adoption.
• Assist in establishing and maintaining effective measurements of digital support.
• Assist leadership to define the long-term vision for aligning digital channels across the Bank.
• Handle all types of deposit accounts.
• Maintain a MLO number
• Assist the Regional Loan Manager with mortgage loans in process, originating mortgage and consumer loans, as well as assisting customers with queries concerning our lending services.
• Maintain a solid understanding and knowledge of all retail products and services for both loans and deposits.
• Provide and maintain a professional atmosphere within the branch office.
• Review staff members for formal performance evaluations and recommend compensation adjustments.
• Counsels’ employees when needed.
• Coordinate staff training when needed.
• Clearly and comfortably delegates both routine and important tasks and decisions to the appropriate staff.
• Identify the skills and characteristics of individual employees and arrange for them to participate in training that taps into their natural abilities.
• Represent the Bank in public relations activities and community affairs.
• Senior management may assign additional responsibilities, on a branch or bank-wide basis.

SECURITY, COMPLIANCE, AND LOSS PREVENTION RESPONSIBILITIES:

Serve as Facility Security Officer, safeguard facility assets, and oversee facility issues. Maintain procedures for opening and closing the facility. Test facility security equipment and investigate security issues when needed.

Manage risk to control branch losses in all areas; check cashing, customer education on frauds and identity theft, customer education on cardholder responsibilities, and such other risks as may from time to time be identified.

Assist in monitoring Bank Secrecy Act, USA Patriot Act, Community Reinvestment Act, Equal Employment Opportunity, and other pertinent regulations.

work.

JOB REQUIREMENTS:

Ability to read

Ability to write

Completion of all mandatory training

PERFORMANCE FACTORS:

Attendance and Dependability: The manager shall be depended upon to report to work at the scheduled time and is seldom absent from work. The manager shall also be depended upon to complete work in a timely, accurate, and through manner and is conscientious about assignments.

Communication and Contact: The manager communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside of the Bank.

Relationships with Others: The manager works effectively and relates well with others including supervisors, colleagues, and individuals inside and outside the Bank. The manager shall also exhibit a professional manner in dealing with others and works to maintain constructive working relationships. The North Country Savings Bank expects all employees to treat customers and co-workers with dignity, respect, courtesy, and professionalism.

EDUCATION, EXPERIENCE, and SKILLS: Education:

Bachelor’s degree in a related field is preferred, but not required. Commensurate work experience is expected.

Experience:

2+ years leadership experience within the financial services or other related industry.

Extensive background in financial institution operating policies and procedures, banking regulations (state and federal), employee development and public relations.

Skills:

Good management and human resources skills. Strong verbal and written communications skills.

Sound personal sales skills with an ability to develop those skills in subordinates.

AMERICANS WITH DISABILITIES SPECIFICATIONS: Physical Demands

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. Reasonable accommodations may be made to enable individuals with

disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to stand for extended periods of time; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop; kneel; crouch; talk; hear; and see. The employee may occasionally be required to lift and/or move up to 25 pounds.

Work Environment

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is not exposed to weather conditions. The noise level in the work environment is usually moderate.

I have received and read this job description during my interview process and acknowledge that I am able to perform the essential functions of this job with or without reasonable accommodation.

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Receipt of this job description in no manner constitutes an offer of employment.