Position: Community Banking Officer (Branch Manager) 

Reports to: VP Regional Community Banking Officer 

Grade Level: 107

Supervises: Branch Mountaineers 

Location: Pittsfield 

The salary range for this position is $60,000 - $90,000 dependant upon qualifications and experience.

As the manager of the branch, the Community Banking Officer oversees the operation of a full-service Community Banking Office. The CBO is responsible for directing and motivating staff to achieve high levels of individual and team performance that results in superior customer service in accordance with our Community Banking Service Standards; to conduct themselves in ways that reflect the company’s core commitments. In conjunction with the Regional Community Banking Officer, the CBO is responsible for maintaining and expanding personal and business account relationships to achieve revenue growth. As a brand steward for the company, the CBO projects and ensures a positive branch image.

Primary Responsibilities:

The job performance of the Community Banking Officer includes the following, as well as other related duties as assigned.

Management and Leadership

• Manage the daily oversight and operation of the branch following established regulatory and security guidelines. Accountable for all branch staff and is expected to lead by example. Perform all Universal Banker and Assistant CBO duties as necessary, including covering the teller line when necessary. In addition, exercise authority to terminate customer relationships/accounts, manage and resolve complex/special account service actions.
• Responsible for all branch staffing and scheduling; provide flexibility to service all hours of operation. 
• Exercise and maintain the authority of a manager regarding the tracking of and active addressing team performance goals, feedback and reviews; ongoing coaching, action and improvement plans; hiring, promotions, salary recommendations and terminations.
• Facilitate individual and staff/team professional development; actively observe and coach staff to maximize their potential. Work with the Regional CBO’s to create and manage staffing plans and resource allocation.
• Support training initiatives for regulatory compliance and product knowledge for staff.
• Represent MountainOne as a professional, strong and consistent presence in the community as a volunteer for local chamber groups, municipal boards and committees, and local Rotary groups. Be present at community functions such as fundraisers and parades; participate in local, non-profit functions and business development groups; to include local committee’s or Boards.
• Demonstrate a strong commitment to MountainOne’s core commitments and established service standards

Business Development

• Reinforce the company’s sales and service culture to increase internal referrals and referrals to our financial partners.
• Develop relationships with key bank partners, such as; Commercial, Mortgage, Insurance and Investments.
• Demonstrate understanding of branch customer base; identify target markets, cultivate top personal and business relationships with consistent outreach.
• Cultivate new relationships and business opportunities for the branch, within and beyond MountainOne’s account base. Convert new relationships into accounts.
• Stay current with and use market data to advance business development.

MountainOne Customer Service Standard

• Form and manage working relationships with Branch Operations Liaison and across all company departments/functions.
• Handle customer problems and complaints, and counsel and support customers with special needs or requests to appropriate resolutions
• Drive and deliver the MountainOne Standard of Customer Care regarding daily transactions, proactively addressing inquiries, and resolving problems in accordance with bank policies.
• Develop, coach and manage your team to uphold our MountainOne Standard at all times. Lead by example when it comes to the behaviors you want your team to exhibit.
• Develop and deepen customer rapport; have and use knowledge of account ownership, be responsive and timely with correspondence and problem resolution. Promote and advise on all the bank’s products and services.  Make sure your team is utilizing our bank products to better serve our customers.

Operations and Compliance

• Prepare and distribute management reporting as requested.
• Oversee the daily operations of the branch working with the ACBO, Regional UBR and Branch Operations Liaison.
• Comply, keep updated with policies, procedures, compliance training; comply with BSA/AML/OFAC regulations and guidelines. Maintain oversight for completion of scheduled monthly audit requirements. Comply with the company’s code of ethics.
• Responsible for the office building, grounds, equipment and fixtures; respond to alarm and ATM calls after hours in accordance with security policy and procedures.
• Maintain intimate knowledge of core operating system and other related programs required to perform daily operational tasks to include consumer loan origination.
• Maintain full knowledge and understanding of all bank/branch policies and procedures, both administrative and regulatory. Maintain a level of operational excellence and accountability around critical procedures to include a “zero” critical error tolerance for the branch.  Working closely with your Regional CBO and Branch Operations Liaison. Implementing appropriate operational strategies where appropriate and ensure adherence to all defined operating procedures.
• Hold staff accountable for the reduction or elimination of errors while maintaining acceptable levels of consistency.  To include maintaining Quality Control, Reg. CC, cash log and teller and desk transaction errors and to address training needs surrounding higher than allowed error ratios.
• Maintain the highest levels of knowledge and understanding of all electronic banking channels.

Business Strategy

• Embrace technology; utilize the capabilities of the core operating system to create efficiencies in work flow. Increase customer loyalty with effective service recovery.
• In collaboration with the Regional CBO, set business growth goals based on a solid understanding of MountainOne’s business strategy. Develop and execute strong business development plans to increase deposit growth, loan sales, and banking services. Implement Community Banking programs or initiatives in the branch to drive results.
• Manage the effective and cost efficient operation of your branch.
• Implement and oversee sales strategies and tactics for the branch.  To include the tracking and monitoring of sales and service campaigns throughout the calendar year.

Technical Knowledge/Skills

• Understanding of business strategy.
• Ability to read and understand financial reports; advanced math and expert level of financial literacy.
• Understanding of all aspects of electronic banking.
• Systems knowledge (teller and customer service).
• Branch procedures; cash handling; ATM processes and procedures.
• Product knowledge, e.g. deposit accounts, loan products, features/benefits.
• Business development; ability to work with the Vice President, Senior Community Banking Officer to identify and target opportunities; with partners to grow and manage customer relationships.
• Sales process; as relates to selling through, cross-selling and making sales referrals.

Personal Skills

• Critical thinking, including data analysis and problem-solving.
• Personal accountability and accountability for others.
• Interpersonal skills; communication skills, including verbal, written and active listening.
• Empathy, ability to relate to and care for others.
• Management and leadership; planning and organizational skills; ability to adapt situationally.
• Conflict management; ability to identify, address and resolve issues or concerns with diplomacy.
• Ability to coach, develop, motivate staff to maximize potential. Foster teamwork, build productive teams.
• Self-management, time-management, ability to multi-task.
• Customer service and relationship-management; strive to anticipate, meet, exceed customer expectations.
• Goal-orientation, with ability to focus on mission, goals and objectives.

Experience

• Bachelor’s degree preferred Minimum three years of experience in lending or banking.
• Business development, experience working with partners and teams.
• Community engagement, e.g. brand promotion, networking, local Board seats or Committee support.

Other Requirements

• Flexibility and availability to service all banking hours, as needed.
• Ability to travel up to 25% of the time outside a 50-mile radius.
• Ability to sit, drive, bend, make/answer telephone calls.