Assistant Branch Manager I Andover 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:

o   Train, motivate, develop, and coach employees.

o   Accept responsibility for individual and overall branch sales, and customer experience performance.

o   Nourish branch enthusiasm for participating in product promotion and other areas of opportunity.

o   Track and report branch performance.

o   Maintain the operational integrity of the branch.

o   Ensure proper controls are maintained over all branch operational processes and regulatory requirements.

o   Communicate new and/or changed policies and procedures to branch staff.

o   Develop and implement sales programs and maintain a positive sales and service environment.

o   Develop and maintain effective lobby management and customer outreach efforts.

o   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 effect...