PRIMARY RESPONSIBILITY:The Retail Branch Manager is primarily responsible for maximizing branch profitability while delivering exceptional client service. They oversee day-to-day branch operations, enforce accurate procedures, manage staffing levels, and execute the branch sales strategy. Serving as the central link between frontline staff and senior leadership, the manager ensures operational integrity, strong customer relationships, and consistent delivery of sales and referral targets.ESSENTIAL JOB FUNCTIONS: Branch Manager Plan and coordinate daily work of direct reports; Train and motivate employees. Recruit, train, monitor and evaluate team performance, holding employees accountable for KPIs, sales targets and objectives. Develop and implement branch sales plans, set SMART goals for team members, monitor performance metrics, and drive attainment of retail sales, referrals, and crosssell goals. Provide regular sales and service coaching, conduct performance reviews, run roleplays and development plans to improve individual and team results. Coordinate the communication of information through individual one-on-one meetings, staff meetings and other methods of communication. Act as the liaison between frontline employees and regional/senior leadership; escalate issues appropriately and communicate strategy, priorities, and policy changes. Identify employees with potential for advancement and provide coaching and development to these individuals. Consistently exceed customer expectations by providing top notch customer service by promoting a culture of exceptional service, quickly resolving escalations, and ensure all client interactions reflect the banks standards. Help develop ideas to improve overall branch performance and customer experience. Take ownership of account servicing and error resolution, including resolving routine customer problems and referring more complex issues accordingly. Follow-up on these issues as required, ensuring timely and accurate resolution and convert servicing situations into sales opportunities. Provide incomparable customer service to all Retail, Commercial, and Mortgage clients alike, including but not limited to; account transfers, password resets, wire transfers, with the ability to assist with more complex service needs in conjunction with established internal escalation points. Represent the branch in local outreach, cultivate referral sources, and support community events to increase visibility and generate new business opportunities. Utilize a need-based sales approach to understand clients needs and offer customized solutions. Refer new mortgage, cash management, business lending and merchant service opportunities to the appropriate internal partner. Develop new loans and core deposits from client/prospect base. Products to include: DDA, Savings, CDs, HELOC, Mortgages, Merchant Services and other consumer and small balance commercial loans. Open accounts for new customers and prepare new account paperwork, applications and request the required identification. Process consumer lending applications Manage client portfolio: prepare assigned annual reviews, monitor loan delinquencies, collateral documentation as appropriate. Conduct regular reviews and outreach to retain customers and prevent attrition. Conduct customer-facing site visits and financial informational interviews with existing customers, as necessary. Utilize a CRM software (nCino) to memorialize all calling efforts and sales results. Maintain an extensive knowledge of all Retail and bank related procedures, products and services. Maintain accurate branch documentation, enforce internal controls, and remediate operational or compliance gaps promptly. Make recommendations to improve operational efficiencies and controls. * Maintain and ensure all banking and regulatory policies and procedures are adhered to and are up to d

Genesee Regional Bank

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Retail Branch Manager