M&T Bank
Financial Services
AssistantBranchManager-EasternBranch,BaltimoreMD
Neural analysis suggests this role is
optimal for Manager candidates.
“Assistant Branch Manager - Eastern Branch, Baltimore MD at M&T Bank. Skills: Sales process, Relationship management, Customer service, Sales generation. Assist branch management in administering branch operations. Direct employee coaching”
What You'll Achieve.
Achieve personal sales goals; Achieve referral goals; Achieve branch customer retention goals; Achieve branch customer acquisition goals; Achieve branch customer growth goals; Achieve Insurance revenue goals; Manage preventable losses; Reduce fraudulent activity
Industry & Context.
Error resolution; Problem solving
Ability to stand for long periods, Prolonged use of hands and fingers, Ability to lift 5-30 lbs, Ability to read fine print, Open face-to-face work environment
What They're Looking For.
Must Have
Associate's degree or 6 years higher education/work experience, 4 years retail sales, call center, customer service, or telesales experience, 1 year supervisory or leadership experience, Pertinent state Life/Accident and Health Insurance licensing within 18 months, Excellent verbal communication skills, Excellent interpersonal skills, Exceptional customer service ability, Organizational skills, Time management skills, Prioritization skills, Sales business development experience, Proficiency with personal computers, Proficiency with word processing software, Proficiency with spreadsheet software, Proficiency with email software, Ability to communicate professionally with all personnel, Ability to function professionally with business partners
Nice to Have
Bachelor's degree, Notary public license, Licensed Life/Health Insurance Agent, Bi-Lingual based on branch needs, Experience with Internet
What You'll Do.
Assist branch management in administering branch operations
Direct employee coaching
Direct sales business development
Direct operations of the branch
Build customer loyalty
Grow customer relationships
Retain customer relationships
Model Bank's sales process
Coach Bank's sales process
Perform Relationship Management
Profile customers for sales opportunities
Perform lead-focused outbound calling
Execute Sales Process
Perform profile/pre-call planning
Prepare for appointments
Perform interaction/appointment
Manage Risk Management
Adhere to audit requirements
Perform Know Your Customer (KYC)
Perform customer information profile (CIP)
Profile customers to identify financial needs
Present product and service options
Work cooperatively with internal business partners
Build new customer relationships
Contact customers in assigned portfolio
Participate in branch sales promotions
Greet customers proactively
End customer interactions professionally
Maintain professional manner
Build customer confidence
Take ownership of account servicing
Take ownership of error resolution
Resolve complex customer problems
Handle issues escalated by other Bankers
Exercise override authority
Follow-up on escalated issues
Ensure timely resolution
Ensure accurate resolution
Convert servicing situations to sales opportunities
Convert servicing situations to referral opportunities
Meet with customers entering branch
Assess customer financial needs
Identify customer financial needs
Support branch in achieving customer retention goals
Support branch in achieving customer acquisition goals
Support branch in achieving customer growth goals
Support branch in achieving Insurance revenue goals
Follow consumer banking guidelines
Follow business banking guidelines
Ensure accuracy in new account handling
Ensure accuracy in exception processing
Maintain knowledge of branch procedures
Complete appropriate action as required
Project positive image of M&T Bank
Involve in local organizations
Ensure compliance with operational policies
Ensure compliance with security policies
Ensure compliance with control policies
Protect customer assets
Assist other branch colleagues
Participate in Branch Team meetings
Lead Branch Team meetings
Contribute during Branch Team meetings
Coach branch team on quality referral
Coach branch team on sales generation
Support sales activities
Supervise branch operations in absence of Branch Manager
Assist branch management with new hires
Resolve personnel problems
Schedule branch staff
Monitor branch expenses
Write performance appraisals
Deliver performance appraisals
Provide input to Branch Manager on performance
Provide ongoing guidance to branch personnel
Provide ongoing training to branch personnel
Handle operating problems
Handle platform problems
Exercise usual authority of a manager
Manage performance appraisals
Manage salary recommendations
Manage performance management
Adhere to Company's risk standards
Adhere to Company's regulatory standards
Adhere to Company's policies
Adhere to Company's controls
Identify risk-related issues needing escalation
Promote an environment that supports belonging
Reflect the M&T Bank brand
Maintain M&T internal control standards
Implement internal audit points
Implement external audit points
Implement issues raised by external regulators
Meet Federal SAFE Act registration requirements
Maintain Federal SAFE Act registration
Complete other related duties as assigned
Act as back-up for Branch Manager
Assist Branch Manager in management of branch
Assist Branch Manager in management of staff
Service existing customers
Serve as key driver to grow business
Proactively identify sales opportunities
Support achievement of annual branch sales goals
Maintain Insurance licensing minimum expectations
Stay current on operational changes
Stay current on product changes
Stay current on system changes
Stay current on system enhancements
Demonstrate good risk management decisions
Assist branch in managing preventable losses
Reduce fraudulent activity
Build productive partnerships with appropriate areas of the
Ensure customer needs are resolved timely
Ensure customer needs are resolved accurately
Ensure service issues are resolved timely
Ensure service issues are resolved accurately
Ensure employee issues are resolved timely
Ensure employee issues are resolved accurately
How You'll Work.
Team & Collaboration
Branch Team meetings; Internal business partners; Appropriate areas of the Bank
Communication Scope
Verbal communication; Interpersonal skills
Full Job Description
# **Overview:** Assists branch management in administering and directing employee coaching, sales/business development, marketing, and operations of the branch. Serves as a foundation of building customer loyalty and growing and retaining customer relationships in the M&T branch system through modeling and coaching the Bank's sales process. Plays key role in Relationship Management (customer assessments, profiling for sales opportunities, account opening and lead-focused outbound calling), Sales Process (profile/pre- call planning, outreach, appointment preparation, interaction/appointment, follow-up) and Risk Management (audit requirements, fraud prevention, Know Your Customer (KYC) and customer information profile (CIP)). Profiles customers to identify financial needs across all product and service lines, resolves service issues, and on a very limited basis, completes accurate and timely processing of teller transactions. ## **Primary Responsibilities:** * Develop new customer relationships and expand and retain existing relationships by proactively identifying opportunities leveraging the portfolio management process and utilizing the fundamentals of the Bank's sales process to achieve personal sales and/or referral goals. Identify financial needs of customers and present all appropriate product and service options by working cooperatively with appropriate internal business partners. Build new customer relationships through frequent interactions with customers during the first 90 days of the relationship. * Proactively contact customers in assigned customer portfolio, as well as participate in branch sales promotions to support these efforts. * Exemplify and provide leadership in support of the Bank's guidelines for delivering and coaching exceptional customer experience including proactively greeting customers, smiling, using their name and ending each interaction (whether in person or phone) by saying “Thank you for banking with M&T, is there anything else I ca
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