Guest Experience Manager - Plymouth Office

POSITION SUMMARY

This unique position offers a consolidated set of responsibilities that merge branch management functions with direct teller supervision. You will oversee branch operations, lead and mentor frontline employees, provide exceptional customer service, and actively promote bank products and services. Combining these duties allows you to gain a holistic understanding of branch operations while directly impacting the G.U.E.S.T. Experience.

To provide the absolute best G.U.E.S.T. experience to our customers, this position will focus on developing their team to always:

• Greet the customer in a friendly, welcoming way.
• Use the customer's name at a point in the customer/employee interaction.
• Eye contact, connecting to the customer to know you see them, and they are important.
• Smile! We strive to be the friendliest bank in town!
• Thank the customer for banking with Bank First.

RESPONSIBILITIES

Leadership and Supervision:

• Provide leadership and support to your office's frontline team of Tellers and Customer Service Representatives (CSRs), including performance evaluations, coaching, and conflict resolution.
• Participate in the hiring and training process for Tellers, CSRs and other branch staff.
• Conduct audits of teller drawers, ATM, cash dispensers, and the vault, ensuring adherence to regulations and security protocols.
• Create and manage schedules for your team in a manner that promotes flexibility and branch optimization.
• Foster a positive and collaborative work environment for the branch team.
• Resolve customer complaints and matters requiring attention, collaborating with other branch leadership as needed.
• Train and mentor your team on effective teller operations, customer service, policies and procedures, and cross-selling techniques.
• Participate in Branch Leadership Training programs monthly.

Customer Service and Sales

• Provide an exceptional G.U.E.S.T. Experience to all branch visitors, assisting with transactions, account openings, and all inquiries in person, email, or phone.
• Actively promote and present bank products and services to existing and prospective customers, identifying needs and recommending suitable options.
• Explain loan terms, rates, and customer responsibilities, assisting with loan applications when applicable.
• Act as a Notary Public when needed.

Branch Operations Management

• Manage all aspects of branch operations, including cash handling, armored car services, ATM maintenance, and night depository processing. Perform Teller and CSR role as needed.
• Monitor daily overdrafts and deposit accounts, taking necessary actions as needed.
• Handle administrative tasks such as scheduling, managing supplies, monitoring and filing reports, and organizing meetings.
• Oversee the day-to-day operations of your branch, including addressing ongoing facility maintenance matters, branch signage, compliance with regulatory requirements, and security procedures (including semiannual branch audits).
• In collaboration with other lines of business within the branch, lead and facilitate all customer and employee celebrations or initiatives (i.e. community outreach efforts, team-building events, customer appreciation events, etc.).

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