Retail Service Manager I - Santa Rosa Main

This position is scheduled 40 hours per week, 8:30 to 5:30 Monday through Friday. The schedule is subject to change based on the business needs of the Bank.

POSITION SUMMARY:

The Retail Service Manager is responsible for balancing customer needs, leading sales efforts, ensuring regulatory requirements are met and guaranteeing sound operational practices are followed. The Retail Service Manager leads their team to deliver a superior customer experience and is the primary resource for operational leadership and knowledge.

ESSENTIAL FUNCTIONS:

• Operations Leadership:
• Demonstrate sound decision making by approving exception items and

transactions; through the review of overdrawn accounts and determination

on whether or not to pay items; and by identifying when situations require

escalation or knowledge from an outside resource, and how to effectively

access that resource to ensure a superior customer experience.

• Lead daily operational tasks ensuring compliance and risk mitigation;

ensure operational tasks occur within required time frames including

routine guide, payroll approvals, and callback.

• Process and audit bank transaction activities, including daily overdrafts,

vault/counting cash, night drop, ATM procedures and certifications.

• Act as an escalation point and resource for more navigating more complex

customer transactions and issues.

• Audit, correct, and update records, files authorizations, etc. held at branch.
• Cross-train employees on various positions and tasks within the branch.
• Provide input on recruitment, selection, training, and performance feedback

for employees.

• In partnership with Branch Manager, set the tone regarding goals and

expectations for the branch team. Frequently communicate the Bank's

strategic direction, goals, products, and programs to team and help them

connect their work to the Bank's results.

• Customer Experience:
• Perform Relationship Banker duties as needed to ensure an optimum customer experience.
• Sales:
• Provide leadership and support of sales efforts through one-on-one

coaching, branch huddles, and brainstorming creative solutions to

customer needs.

• Demonstrate and assist management to lead branch to grow the business

following the Relationship Banker Model including making a connection,

discovering needs, sharing recommendations and growing relationships.

• Determine financial needs of customers and offer appropriate products.
• Identify cross-sell opportunities by profiling customers with open-ended

questions. Refer customers to other Bank partners for additional products.

• Non-Essential Functions:
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

The Retail Service Manger I is a Team Lead that is often the technical expert, provides guidance and instruction to a group. May delegate work

and oversee progress toward a goal. Often serves as a mentor for the team. May participate in but is not

typically accountable for hiring decisions, performance management, or salary administration.

Knowledge, Skills and Abilities:

• Thorough knowledge of equity and non-equity consumer loans including lending requirements, loan

process, and related software products.

• Knowledge of all banking systems.
• Knowledge of business and consumer products and services and ability to refer.
• Knowledge of teller and new accounts operations.
• Knowledge of State and Federal banking regulations.
• Skills operating a personal computer including word processing, spreadsheet, presentation and banking

software.

• Ability to attend early morning and after hour meetings and events.

Management Competencies:

• Coaching: Helps staff to discover and leverage their strengths, recognize obstacles to success, and

identify a course of action to help them maximize performance; provides development opportunities and

support through ongoing training and feedback; acts as a role model.

• Motivating Others: Creates a climate in which people want to do their best and feel their work is

important; inspires and empowers others; foster open dialogue; shares wins and successes; invites input

from each person; values diversity; uses rewards and recognition to engage and retain employees.

General Business Competencies:

• Decisiveness / Decision Making: Makes decisions authoritatively and wisely after adequately

contemplating various available courses of action; considers alternative actions, resources, and

constraints, and appropriately balances needs and desires before selecting method for accomplishing

task or project.

• Problem Solving: Develops actionable recommendations based on an understanding of trade-offs.

commits to action after identifying alternative methods that are based on logical assumptions and

information; takes into consideration resources, constraints, organizational values, and changing

environments.

• Product Knowledge: Demonstrates a working knowledge of the features and benefits of the products and services offered and understands how those features benefit customers.
• Sales: Understands the steps necessary to identify potential customers and secure agreement with

customer for service; meets or exceeds sales targets by applying the sales process in a variety of selling

situations and to a variety of customers.

• Verbal Communication: Expresses ideas effectively in individual and group situations adjusting style and

methods to meet the specific needs of the audience; attentively listens to others to gather data and

paraphrase meaning to verify understanding.

Licenses and Certifications:

• National Mortgage Licensing System (NMLS) registration in accordance with the terms of the Safe Act of 2008 required.
• Valid California Driver's License required.

Physical Requirements:

Ability to stand, bend, stoop, sit, walk, twist and turn. Ability to lift up to 15 pounds

occasionally. Indoor office work environment with a majority of time spent standing and/or sitting

alternatively at a desk or teller window. The employee must be able to work schedules that meet the

needs of the business, which may include early morning, evening and/or weekend hours

Education and Experience:

A combination of education and experience equivalent to an associate's degree in business administration or related field; and knowledge typically gained through a minimum of two years progressively responsible experience in branch operations.

Compensation

The hiring range for this position is $23.36 to $28.12 per hour. The compensation offered will fall within this range commensurate with the candidate's applicable experience, education and skills.