Primarily responsible for leading the team to identify customer needs and matching them with the appropriate bank products and services to enhance a current or prospective customer’s satisfaction, loyalty, and financial well-being.

Assistant Branch Manager 1 is expected to drive overall branch performance results through strong sales performance and service quality, while maintaining an operationally efficient and compliant branch. The ideal leader will act as a sales focused customer service manager, overseeing limited branch operations, and ensuring the entire staff delivers exemplary customer service while helping customers improve their financial lives.

Responsibilities include but are not limited to the following:

• Ensures consistent optimal customer experience, including handling the customer’s transactional needs. This may include sharing responsibility for greeting customers and processing transactions to ensure customers bank when, where, and how they want
• Accurately and efficiently process a variety of routine and complex transactions for clients, including account opening, pricing maintenance, loan consultation and application gathering, digital account servicing, and CDARS/ICS setup
• ACTS as the sales leader and team coach when the Branch Manager is away
• Works with the Branch Manager to represent the bank at community events
• Resolves escalated customer and associate issues and provides guidance to associates as needed in partnership with the Branch Manager, Senior Leadership Team, and Human Resources
• Identifies physical, digital, and in person transactional risks present in current processes and technologies and suggests improved processes and technologies
• Oversees all business transactions and practices within span of control, ensuring compliance with all regulations, bank policies, procedures, and internal audit requirements
• Handles escalated customer complaints and assists customers with special needs or requests
• Maintains internal departmental relationships and strategic execution alignment across Digital Banking, Contact Center, Finance, Mortgage Lending and other groups
• Acts as first line of defense for branch banking risk. Ensures branch staff is vigilant of fiscal, reputational, AML/BSA/KYC, and other risk and drives adherence to corporate risk and compliance requirements
• Supports Digital Banking clients and projects as needed
• Provides and maintains a professional, business-like atmosphere within the branch office
• Additional duties assigned by the leadership team.

Required Qualifications

• High School Diploma or GED
• At least 5 years in Banking or Credit Union Experience
• Self-starter, proactive, and driven to meet all assigned deadlines
• Demonstrated ability to learn and use new software and programs
• Proficient in Microsoft Office Suite, especially Microsoft Excel
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Excellent verbal, listening, and written communication skills

 Preferred Qualifications

• College Degree
• At least 2 years in Branch or Credit Union Leadership Experience (Teller Supervisor, Assistant Branch Manager, Banker, etc.)
• Leadership experience including coaching, training, developing and building a high performing team
• Extensive experience in asking questions and identifying complex financial needs to provide recommendations on products and services to customers
• Ability to effectively network and represent Grand Bank FSB within the community
• Self-motivated with a high level of initiative and accountability
• Ability to effectively manage time and competing priorities, exercise independent judgment, and use critical thinking skills
• Ability to lead a team to influence, educate, and connect customers to technology and share the value of digital banking options