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At Reading Cooperative Bank, our highest priority is ensuring that every customer has an exceptional banking experience. Our leaders should cultivate a culture that supports that customer experience.
Under the direction of the VP, Branch Administrator, the core responsibility of the AVP, Branch Service Officer is to ensure customers experience exceptional service every time. The position focuses on leading and developing branch staff, driving sales, and operational efficiency. The Branch Service officer will be an integral part of a team with Community Development Officers attending events as required in the communities they serve.
Key Responsibilities
* Achieve and maintain a high level of customer service and satisfaction, individually and as a branch team.
* Actively seek solutions to meet customer’s needs, aiming to always find a path to “yes”.
* Provide high-quality customer service in person or over the phone, resolving issues effectively.
* Build and promote branch identity while fostering overall ownership and accountability for customer experience and branch success.
* Cultivate a welcoming atmosphere to ensure customer retention and build lasting relationships that grow the branch’s deposit base.
* Achieve agreed upon growth goals for the branch; Measure achievement by increasing customer adoption and customer retention.
* Provide leadership, coaching, and mentoring to branch staff. Support training and development of branch employees.
* Offer all bank products and services (including account opening, maintenance, and processing transactions) for new and existing customers.
* Demonstrate full knowledge of all bank products, services and bank operations, making sound business decisions and minimizing risk.
* Ensure daily compliance with all Retail Banking policies and procedures.
* Efficiently perform all customer transactions using appropriate technology.
* Maintain proficiency in all in-branch operations (e.g., teller scanning, cash recycling/dispensing, etc.)
* Continuously enhance skills through internal and external training, and continuing education.
* Collaborate effectively with the Community Development Officer, Commercial and Residential team members to ensure the branch delivers sales and service to our customers on all product lines.
* Service small business customers with their business and cash management product needs.
* Actively participate in and lead branch involvement in community events and outreach.
Ideal Candidate
* Demonstrated ability to create a climate in which people want to do their best; able to motivate and empower others by inviting input from each person and sharing ownership and visibility.
* A passion for mentoring and developing staff.
* Proven ability to set goals and hold employees accountable for achievement of goals.
* Pursues and cultivates a customer centric organization
* Superior knowledge of operational systems and RCB products and services.
Knowledge/Skills/Experience Requirements
* College degree preferred.
* Bilingual skills (English and Spanish) preferred.
* Minimum of 4+ years in a management or supervisory position with strong people skills required.
* Strong sales skills, organizational ability and excellent written and verbal communications skills required.
* Excellent detail orientation, time management, and follow-up skills.
* Excellent PC skills, and use of Microsoft office products, i.e. word, excel, and power point.
* Must be an energetic, self-motivated leader with outstanding initiative.
* Must be results oriented and able to prioritize multiple tasks.
* Must be a person of high integrity who is dependable and professional at all times.
Reading Cooperative Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Sales and Business Development
* Industries
Banking
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