Community Office Supervisor

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ESSENTIAL FUNCTIONS:
• Customer Relationship Management and Business Development:
o Builds develop and maintain strong relationships with existing and prospective customers by
   identifying financial needs, recommending appropriate solutions, and delivering exceptional
   customer experience.
o Responds promptly to customer inquiries, resolve complex customer issues and concerns, and ensure
   a high level of service that strengthens customer loyalty and retention.
o Drives branch growth by proactively identifying opportunities to expand customer relationships,
   through deposit, loan, wealth, and digital banking services and referrals to other lines of
   business.
o Conducts proactive customer outreach and follow-up using the bank’s CRM system to strengthen
   relationships, deepen existing accounts, generate referrals, and support branch growth.
o Oversees the branch customer outreach efforts and coaches professionals to ensure consistent
   execution.
o Represents the bank through networking, business development, and community involvement to
   strengthen relationships, enhance the bank’s visibility, and generate new business.
o Performs account servicing, loan preparation, and other banking activities.
o Reviews branch performance reports and utilize the data to identify opportunities to improve
   overall branch results.

Operational and Branch Administration:
o Serves as acting branch leader in the PBO’s absence providing leadership and ensuring continuity
   of branch operations.
o Ensures timely completion of operational responsibilities by organizing priorities, monitoring
   workflow, and supporting the team in meeting customer needs and established deadlines.
o Monitors operational reports and assist in ensuring regulatory, audit, and compliance
   requirements are completed accurately and within established deadlines.
o Manage operational, compliance, fraud, and security risks while promoting fraud awareness and
   prevention.
o Maintains a professional, organized and customer-focused branch environment that meets the bank’s
   standards.
o Assists in managing customer flow by directing customers to the appropriate banking professional
   to ensure efficient, timely, and personalized service.

• Team Development:
o Provides day-to-day direction, guidance, and support to branch professionals to ensure efficient
   operations, operational excellence, and exceptional customer experience.
o Conducts regular team meetings to communicate updates, policies, procedures, goals and branch
   priorities. (i.e. daily Morning Summit Meeting, branch-based relationship building meetings, etc.).
o Assists the PBO in identifying, developing, and preparing future leaders within the branch.
o Coaches and supports branch professionals in identifying customer opportunities, conducting
   effective financial conversations, and achieving branch sales and relationship goals.
o Recognize and celebrate individual and team accomplishments through meaningful recognition,
   positive reinforcement, and ongoing communication.

• Participates in meeting Community Banking Office’s long and short-term goals and
   objectives:
o Attends annual meeting to develop office goals;
o Attends monthly Retail Banking Management Meeting to discuss and evaluate progress on meeting
   goals and objectives.

• Performs other duties as assigned or directed.

REQUIRED SKILLS/ABILITIES:
• Excellent verbal, written, and interpersonal communication skills, with the ability to
   communicate effectively with customers, coworkers and management.
• Ability to influence positive outcomes through coaching, collaboration, and relationship
   building.
• Strong leadership presence with the ability to inspire trust, confidence, and
   accountability.
• Demonstrates strategic thinking and the ability to connect daily activities to broader branch
   objectives.
• Strong organizational skills with the ability to balance multiple priorities.
• Demonstrates sound decision making and independent judgement in complex situations.
• Demonstrate a results-oriented mindset while maintaining a strong focus on customer
   experience.
• Ability to build relationships within the community.
• Demonstrates emotional intelligence.
• Demonstrates a commitment to developing future leaders and fostering a culture of continuous
   improvement.
• Ability to analyze performance results and implement a plan to improve results.
• Proficiency in technology and digital banking tools, with the ability to learn new systems and
   assist customers with digital banking solutions. 

SUPERVISORY RESPONSIBILITY:
• This position supervises employees.

EDUCATION and EXPERIENCE:
• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• 3-5 years of retail banking experience required.
• Business development experience preferred.
• Previous experience leading, coaching, and developing team members to achieve sales and
   operational goals required.
• Experience managing branch performance goals and analyzing data to improve results
   preferred.
• Consumer loan experience required.

PHYSICAL REQUIREMENTS:
• Ability to concentrate and perform responsibilities by maintaining a constant state of focus and
   mental alertness.
• Ability to lift and move up to 25 pounds (i.e., heavy boxes or coin).
• Ability to communicate in person, through email, and via telephone with customers and staff
   members.
• Ability to sit and/or stand for an extended period.
• Specific vision abilities required by this job may include close vision and the ability to
   adjust focus.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the
   essential functions.