Retail Branch Manager

Salary Range: $72,000 - $88,000 

PRIMARY RESPONSIBILITY:

The Retail Branch Manager is primarily responsible for maximizing branch profitability while delivering exceptional client service. They oversee day-to-day branch operations, enforce accurate procedures, manage staffing levels, and execute the branch sales strategy. Serving as the central link between frontline staff and senior leadership, the manager ensures operational integrity, strong customer relationships, and consistent delivery of sales and referral targets.

ESSENTIAL JOB FUNCTIONS: Branch Manager

• Plan and coordinate daily work of direct reports; Train and motivate employees.


• Recruit, train, monitor and evaluate team performance, holding employees accountable for KPIs, sales targets and objectives.




• Develop and implement branch sales plans, set SMART goals for team members, monitor performance metrics, and drive attainment of retail sales, referrals, and cross‑sell goals.

• Provide regular sales and service coaching, conduct performance reviews, run role‑plays and development plans to improve individual and team results.

• Coordinate the communication of information through individual one-on-one meetings, staff meetings and other methods of communication.


• Act as the liaison between front‑line employees and regional/senior leadership; escalate issues appropriately and communicate strategy, priorities, and policy changes.


• Identify employees with potential for advancement and provide coaching and development to these individuals.


• Consistently exceed customer expectations by providing top notch customer service by promoting a culture of exceptional service, quickly resolving escalations, and ensure all client interactions reflect the bank’s standards.


• Help develop ideas to improve overall branch performance and customer experience.


• Take ownership of account servicing and error resolution, including resolving routine customer problems and referring more complex issues accordingly. Follow-up on these issues as required, ensuring timely and accurate resolution and convert servicing situations into sales opportunities.


• Provide incomparable customer service to all Retail, Commercial, and Mortgage clients alike, including but not limited to; account transfers, password resets, wire transfers, with the ability to assist with more complex service needs in conjunction with established internal escalation points.


• Represent the branch in local outreach, cultivate referral sources, and support community events to increase visibility and generate new business opportunities.


• Utilize a need-based sales approach to understand clients’ needs and offer customized solutions.

• Refer new mortgage, cash management, business lending and merchant service opportunities to the appropriate internal partner.


• Develop new loans and core deposits from client/prospect base.  Products to include: DDA, Savings, CD’s, HELOC, Mortgages, Merchant Services and other consumer and small balance commercial loans.

• Open accounts for new customers and prepare new account paperwork, applications and request the required identification.

• Process consumer lending applications

• Manage client portfolio: prepare assigned annual reviews, monitor loan delinquencies, collateral documentation as appropriate. Conduct regular reviews and outreach to retain customers and prevent attrition.


•  Conduct customer-facing site visits and financial informational interviews with existing customers, as necessary.


• Utilize a CRM software (nCino) to memorialize all calling efforts and sales results.


• Maintain an extensive knowledge of all Retail and bank related procedures, products and services.


• Maintain accurate branch documentation, enforce internal controls, and remediate operational or compliance gaps promptly. Make recommendations to improve operational efficiencies and controls.


• Maintain and ensure all banking and regulatory policies and procedures are adhered to and are up to date.


• Understand and adhere to GRB’s risk and regulatory standards, policies and controls that are in place. Identify risk-related issues needing escalation to management.


• Assist Area Manager and Retail Banking Manager with assigned tasks.

• Perform branch administrative duties and other duties as assigned.


• Active participation in demonstrating the behaviors outlined in the GRB Experience


• Assist Area Manager with assigned tasks as necessary

SECONDARY RESPONSIBILITIES: Retail Banker

• Primary back-up of Universal Banker, Banking Specialist, and Relationship Banker during lunch hour, breaks, vacations, etc.

• Exemplify the GRB Experience; in being the first point of contact to clients, visitors and vendors. Demonstrate a professional, helpful and friendly manner in welcoming guests and directing them appropriately. Greet clients with warmth, genuine interest and a smile.


• Answer the phone within the Branch professionally, promptly, and pleasantly.


• Process client banking transactions; maintain a high degree of accuracy and ensure compliance in processing teller transactions, opening and closing accounts and other banking operations as necessary.
  
  
  
  • Accurately process a variety of Retail and Commercial transactions, including but not limited to; deposits, withdrawals, loan payments and check cashing transactions in a timely and efficient manner.
  
  
  • Verify check endorsements and funds availability. Disburse cash to customers and conduct transactions according to procedures.
  
  
  
  


• Maintain an adequate cash drawer at all times, and balance daily work, adhering to all steps outlined in the Employee Difference Policy and Procedure.


• Serve as Vault Custodian as needed, with responsibilities as follows; ordering of cash, assisting with preparation of cash for shipment, receipt of cash delivery, and balancing the branch.

• Provide technical support/troubleshooting for clients related to GRBonline, ATM/Debit Cards, Mobile Wallet activation and other banking services as needed.

• Crosstrain in all necessary branch responsibilities and functions.

EDUCATION AND EXPERIENCE:

Bachelor’s degree, preferably in a business related discipline  and a minimum of 5 years’sales and/or relationship management experience, with a minimum of 2 years of banking experience in Retail/Commercial Banking and/or outside professional sales, or the equivalent combination of education and experience.

• Expertise in need-based, consultative selling.

• Must have or be able to obtain a National Mortgage Licensing System (NMLS) number and remain active with the S.A.F.E Act registration throughout the duration of employment (with GRB assistance).


• Notary Public licensing preferred.

COMPETENCIES:

• Provide a remarkable client experience; greet clients with warmth, genuine interest and a smile.

• Lead by example; identify current or potential problems, take ownership and see them through to resolution.

• Act as a unified team; possess strong interpersonal skills including the ability to proactively communicate and help others within and across departments.

• Proficient understanding of credit review process including basic knowledge of financial statements and tax returns.

• Excellent (written and verbal) communication and listening skills.


• Holds self and others accountable for measurable, quality, timely results.


• Is adaptive and receptive to change; removes barriers for staff.


• Builds & maintains effective relationships at all levels both inside and outside of the Bank.


• Facilitates cooperation and motivates team members to accomplish group goals.


• Nurtures growth and is committed to ongoing training and development of staff.


• Lives the GRB Experience brand for others to emulate; influences and communicates effectively.


• Demonstrates personal growth and learning.


• General knowledge of PC with Windows based applications, CRM software, and multi-phone use.


• Analytical, problem solving and decision-making abilities.

• Ability to handle highly confidential information with sensitivity, tact and discretion.


• Ability to organize and independently execute sales plan strategy.


• Ability to make sound decisions, with decisiveness and confidence.

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is regularly required to use hands or fingers, handle, or feel and reach with hands and arms. The employee frequently is required to stand, sit, and talk or hear. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

The employee must occasionally lift and/or move up to 25 pounds.  

WORK ENVIRONMENT:

The work environment is an indoor, climate-controlled office setting.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Genesee Regional Bank is an equal opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, color, national origin, age, sex, disability, veteran status, or any other basis protected by applicable federal, state, or local law.

THIS JOB DESCRIPTION IS SUBJECT TO CHANGE AT ANY TIME