Financial Center Operations Manager

hace 2 semanas

Guayacán Barrio, Puerto Rico Independent Bank (Tx) A tiempo completo
Financial Center Assistant Manager Job Description

The Financial Center Assistant Manager will oversee all aspects of financial center operations, ensuring customer satisfaction and compliance with bank policies and procedures. This role will contribute to achieving bank sales objectives and targets by actively participating in referring products and services to customers based on their financial needs.

Key Responsibilities:
  • Manage financial center operations staff to ensure operational efficiencies and optimum customer service.
  • Responsible for interviewing and selecting non-exempt operations staff, conducting onboarding and training, and managing staff performance.
  • Partner with Human Resources on disciplinary actions and involuntary separations, manage schedules and workflow, and ensure compliance with operating policies and procedures.
  • Conduct regular one-on-one meetings with direct reports, provide training on policies and procedures, and ensure completion of required annual training requirements.
  • Assist customers with financial transactions, open new accounts, process maintenance and operations, and provide account services.
  • Verify customer identity, endorsements, and signatures, and maintain alertness for forgeries, stop payments, and fraudulent items.
  • Originate consumer or small business lending, provide transaction overrides and approvals, and consistently meet customer service expectations.
  • Exercise administrative control over all functions of the financial center, including audit and compliance, staffing, employee coaching, and motivation.
  • Facilitate financial center meetings, oversee building and grounds maintenance, and report issues to the Facilities Department.
  • Demonstrate and promote high ethical standards and behaviors in accordance with the values of Independent Financial.
  • Build internal and external relationships through exceptional problem resolution, ownership, and follow-through.
  • Stay informed of policy changes and updates, and communicate information to the financial center team in a timely manner.
  • Support growth, retention, and profitability of accounts to meet sales goals and revenue growth of the financial center.
  • Actively participate in meeting financial center growth initiatives, offering referrals and services to new and existing clients.
  • Participate in community programs and activities to promote the Bank and generate new customer relationships.
  • Acquire, expand, and retain client relationships with existing clients and prospects to achieve target objectives.
  • Participate in weekly coaching sessions with financial center leadership, conduct discussions with existing clients and prospects, and cross-sell all products and services to meet customers' needs.
  • Maintain the required knowledge of products, services, policies, and procedures, and other compliance requirements that pertain to the Retail Bank.
  • Process all financial transactions in adherence to BSA/AML statutory and regulatory requirements, and adhere to operational controls to ensure the safety and security of customer and bank assets.
  • Obtain legal documentation and all required customer information in compliance with the Bank's New Account Opening Policy, the Bank Secrecy Act, and the US Patriot Act's Customer Identification Program.
  • Serve as a subject matter expert and point of escalation for customer complaints, complex transactions, balancing discrepancies, or other operational matters.
Qualifications:
  • Education Requirements and Minimum Experience: High school diploma or equivalent education certificate (GED), minimum of 4 years of banking experience with emphasis on branch operations, and minimum of 2 years management experience.
  • Previous experience in consumer lending is preferred.
  • Licenses and Certifications: Registration with the National Mortgage Licensing System (NMLS) under the terms of the SAFE Act of 2008 and Regulation Z.
  • Knowledge, Skills, Abilities: In-depth knowledge of financial products, services, procedures, policies, and appropriate regulatory issues relating to daily job functions.
  • Ability to complete routine transactions with limited supervision, identify problems, evaluate alternatives, and implement effective solutions.
  • Ability to effectively plan, manage, and delegate the work of others, and maintain the required knowledge of products, services, policies, and procedures.
  • Strong organizational, interpersonal, communication, and customer relation skills, attention to detail, and mental concentration for accurately performing tasks.
  • Ability to balance multiple tasks simultaneously, handle frequent interruptions, and follow standard operating policies and procedures.
  • Proven ability to identify customer needs and tailor features and benefits of products/services to customers with differing needs.
  • Ability to make personal connections, engage and educate customers, ask open-ended questions, and use listening skills to establish trust and build lasting customer relationships.
  • Working knowledge of Silverlake system, preferred, and computer proficiency with working knowledge of Microsoft Office Suite applications, required.
  • Ability to adapt to changing work environment, work during financial center hours of operation, and general knowledge of Bank Secrecy Act and OFAC related responsibilities in the performance of daily operations.

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