Assistant Branch Manager I Lexington Branch

As an Assistant Branch Manager at Rockland Trust, you play a pivotal role in supporting the Branch Manager in overseeing daily operations, driving business growth, and ensuring exceptional customer service.

Each day, you create a positive and motivating team environment to help staff meet branch goals and objectives and cultivate a customer-centric retail environment focused on identifying and providing team-based solutions for customer financial needs.

With a consultative, team-oriented sales personality and outstanding personal customer skills, you take responsibility for ensuring that every customer receives a consistent World Class Customer Experience with every branch staff interaction whether in person, over the phone, or through digital channels.

You are a leader in the branch, personally executing a high level of customer service and modeling these behaviors to the staff.

What You’ll Do:


* Work in direct collaboration with the Branch Manager to:
+ Train, motivate, develop, and coach employees.
+ Accept responsibility for individual and overall branch sales, and customer experience performance.
+ Nourish branch enthusiasm for participating in product promotion and other areas of opportunity.
+ Track and report branch performance.
+ Maintain the operational integrity of the branch.
+ Ensure proper controls are maintained over all branch operational processes and regulatory requirements.
+ Communicate new and/or changed policies and procedures to branch staff.
+ Develop and implement sales programs and maintain a positive sales and service environment.
+ Develop and maintain effective lobby management and customer outreach efforts.
+ Maintain and utilize Salesforce platform.


* Manage referral targets on both an individual basis as well as for the branch team, leveraging a needs-based, consultative sales approach and online produce recommendation guides.


* Proactively identify, report, and resolve customer issues to ensure a positive customer experience.


* Ensure team compliance with RTC policies and procedures by leading by example, demonstrating our RTC core values and delivery on our customer promises.


* Maintain a thorough knowledge of all products and services provided by the bank including Consumer Products, Home Lending, Business and Cash Management alternatives; act as a resource to others in product knowledge.


* Actively demonstrate technology and self-service channels with new and existing customers promoting ATM, online banking, and mobile banking alternatives.


* Understand and utilize Regional Based Staffing and branch staffing models to coordinate in-branch customer demand while facilitating and supervising proactive outreach such as outbound calling and external sales calls.


* Consistently meet or exceed sales and service expectations by effectively leveraging RTC needs-based product ...