Branch Experience Manager

Description

General Summary/Purpose

Everyone deserves the most incredible banking experience on Earth. Branch Experience Managers seek opportunities to grow business for Paducah Bank and create devoted lifelong fans. The Branch Experience Manager’s function is to facilitate an enthusiastic environment for teammates that is conducive to providing remarkable customer service. In addition to a focus on the internal (teammates) and external customer experience, they must also manage day to day operations of banking center employees. Branch Experience Managers will work closely with the Director of Client Experience to build a strong, effective team that will win business for Paducah Bank, cultivate meaningful lifelong relationships, and execute a passion for serving our clients.

The Branch Experience Manager will serve as product knowledge experts and innovative solution providers, and will be responsible for account management, performing account maintenance, issuing debit cards, processing check orders, processing consumer loan applications, and serving our clients virtually through all digital channels

Individuals filling this role are expected to complete all internal cross-training provided as well as any outside training that is deemed applicable. Each Branch Experience Manager will set appropriate GPS goals and cross training opportunities as needed.

Qualifications

Key Duties and Responsibilities

1. Manage the Delivery of Extraordinary Branch Experiences (both for team and fans)

• Manage day to day operations of banking center employees
• The Branch Experience Manager’s function is to facilitate an enthusiastic environment for teammates that is contagious and conducive to providing remarkable customer service
• Oversee all branch functions such as delegating, scheduling, and organizing tasks to ensure efficient workflow
• Serve as a trusted advisor to Personal Experience Bankers in situations that require a second opinion or exception to bank policy
• Address personnel issues and customer complaints as opportunities to grow relationships with empathetic solutions
• Responsible for completing or delegating completion of the monthly operations checklist items.
• Oversee branch cash operations including daily cash limits, balancing, vault cash shipments and error resolution
• Ensure that Branch equipment is functioning properly

2. Create and Retain Devoted Lifelong Fans

• Maintain current knowledge of all banking products and provide backup for banking center in all areas
• Assist the Director of Client Experience in seeking new business opportunities, cross sell opportunities, included but not limited to outbound calls, community development, or monthly sales contests
• Identify opportunities to deliver a remarkable, personalized experience for each customer
• Look for ways to expand existing relationships and win new business by intentionally delivering magical moments
• Have a go mentality to support our teammates and meet our customers where they are

3. Promote Growth through Coaching and Employee Development

• Assist the Director of Client Experience to evaluate all teammates to identify strengths and weaknesses relative to sales, operational tasks and customer service
• Provide feedback, positive reinforcement and initiate monthly GPS conversations
• Foster an environment that develops and encourages growth

4. Own it every situation

• Be accountable and take ownership
• Actively listen for opportunities to serve
• Share innovative ideas to create positive noise
• Carry out miscellaneous responsibilities as needed

Education, Training and Skills Required

• Specialized education/training normally acquired through up to 18 months of higher education

Experience Required

• More than one year, fewer than three years