Teller:
Train, coach, and mentor tellers on procedures, compliance, and customer service.
Approve large transactions or exceptions beyond teller limits.
Enforce adherence to bank policies, security protocols, and regulatory requirements.
Monitor for fraud, suspicious activity, and escalate issues as needed.
Assist with complex customer inquiries or complaints.
Step in during peak times to help with transactions.
Deposit Accounts:
Provide guidance on deposit products and services.
Coach bankers to identify customer needs and recommend appropriate solutions.
Handle escalated inquiries or complaints related to deposit accounts.
Ensure all account activities comply with bank policies and federal regulations.
Consumer Lending:
Deliver and oversee consumer credit products across assigned branches.
Coach bankers on lending practices and product delivery.
Evaluate creditworthiness and make sound lending decisions.
Ensure accurate loan documentation and adherence to policies.
Maintain loan portfolio, collect on loans when necessary, and meet lending goals.
Uphold customer confidentiality and regulatory compliance.
Ensure retail teammates consistently meet established standards for timely and professional interactions across all customer channels-Lobby, Drive-Up, Telephone, Email, and Mail-by monitoring performance, identifying service gaps, and implementing targeted improvement plans. Provide ongoing oversight and coaching to drive measurable enhancements in service delivery and customer experience.
Work closely with branch staff to maintain accurate timesheets, uphold scheduling standards, and prevent overtime, supporting operational efficiency and policy compliance.
Drive adoption of defined processes and procedures within the risk management framework.
Oversee retail deposit relationship management, retention, and growth.
Maintain profitability aligned with shareholder ROI expectations.
Coaching & Staff Development
Supervise Universal Banking Managers and their teams.
Must ensure successful new hire onboarding for UBMs, UBs & Tellers.
Provide ongoing coaching and mentoring to Universal Bankers, Lead Tellers and Tellers.
Maintain comprehensive knowledge of all products and services, and ensure retail staff are trained and equipped to deliver accurate information and exceptional customer experiences.
Be proficient in and train staff on various retail software programs.
Create policies and procedures specific to retail - with collaboration and approval from the Director of Retail & Director of Teller Administration. Will also be held accountable to communicate and train staff on all polices and procedures.
Foster a collaborative, communicative, and customer-focused work environment.
Collaborate with Director of Retail, Director of Teller Administration, and Risk Management on fraud prevention and training.
Leverage Voice of the Customer feedback and coach to necessary improvements.
Community Engagement & Business Development
Maintain visibility and involvement in civic and community organizations.
Represent the Bank professionally in public and community settings.
Lead and participate in business development efforts to grow customer relationships.
Self-involvement - and encouragement of retail staff involvement - in community/bank events
Compliance & Governance
Participate in various compliance meetings to learn about current findings and share suggestions for improvement. Expected to educate retail teammates on lessons learned.
Commitment to timely completion of all required compliance training for self and team, monitoring progress and providing support to maintain 100% adherence to regulatory standards.
Ensure adherence to all internal policies, procedures, and regulations.
Maintain ethical standards and confidentiality in all dealings.
Operational Support & Performance
Oversee execution of marketing campaigns within all branch locations, including management of lobby signage and promotional materials to maintain compliance and enhance customer engagement.
Assist with branch facilities management, ensuring operational readiness and resolving maintenance issues promptly to support a safe and efficient customer environment.
Contribute to a positive work environment and outstanding customer service.
Meet attendance and training expectations.
Support strategic goals and recommend process improvements.
Participate in internal committees, project teams and strategic initiatives.
Competencies :
5+ years' experience in retail banking required.
5+ years' experience in leading and managing a team.
Must possess high degree of ability/aptitude in financial analyses.
College degree or equivalent business experience.
Other areas critical to the position are: sales ability/customer orientation, confidentiality, and interpersonal communication.
Preferred experience includes roles as Teller, Deposit Services, and Consumer Lending.
May be required to obtain insurance license to sell credit life and disability insurance.
Must possess strong computer skills.
Must have excellent customer relations skills and demonstrate ability to consistently display a positive and professional image at all times when representing Merchants Bank.
Must be skilled at handling sensitive and confidential customer and employee situations.
Physical/Mental Demands :
While performing the duties of this job, the employee is regularly required to sit and stand, and must possess a negligible amount of strength for lifting, carrying, etc. Requires average ability in finger dexterity to operate various business equipment, such as computers, calculators, copiers, etc.
Working Conditions :
Travel to all Merchants Bank branch locations within defined leadership territory is required. May require branch opening and closing shift coverage. Predominately inside working environment; however, will be required to meet and assist customers outside the Bank that will involve various working conditions. No environmental hazards such as chemicals. May be asked to assist in certain activities relating to collections that would expose individual to outside Bank environment on a limited basis.
Relationships :
This position reports directly to the AVP/Director of Retail with leadership collaboration and bank performance guidance from the Market & Regional President team. Must conduct self in a manner that will ensure a harmonious office climate and enhance overall branch performance.
Job Details
Job Family Retail Banking Manager
Pay Type Salary
Hiring Min Rate 80,300 USD
Hiring Max Rate 100,400 USD
