Job Abstract

Position Purpose:

An Assistant Branch Manager (ABM) is responsible for overseeing the branch’s daily activities, including driving branch performance, sales growth and exceptional customer service. The ABM is both a player and a coach in achieving branch and individual sales goals by assessing customer’s needs, solving problems, and building relationships. The ABM is responsible for coaching, managing, and training the branch team. The ABM demonstrates Civista Bank’s mission to improve the financial lives of our employees and shareholders, to make a difference in the communities that we serve.

Key Accountabilities, Responsibilities and Expectations:

• Daily, weekly and monthly coaching, communication and monitoring individual and team performance. Leading the team through the sales process, championing change management and embracing new ideas to focus on growing the branch and the organization.
• Working daily with the branch team to create an exceptional customer experience by delivering a personal touch, building relationships, assessing needs, recommending products and referring partners to our customers in order to grow the bank.
• Develop an expansive knowledge of products and services to fulfill customer needs, solve problems, including escalated problem resolution.
• Model behaviors for team growth competently, with speed and accuracy, to execute on customer and employee requests.
• Achieve monthly, quarterly and yearly customer satisfaction metrics both individually and as a team.
• Lead, coach, and exhibit a working knowledge of all aspects of the consumer lending process in daily and weekly activities; building customer trust and managing relationships through the life of the loan.
• Constant & consistent communications internally & externally to provide an outstanding customer experience while adhering to regulations by following established policies and procedures to ensure the safety and soundness of the customers and the bank.
• Daily oversight to ensure operational tasks are followed and completed.
• Open personal, business, and loan account including additional products and services.
• Meet the required annual branch deposit and consumer loan goals as established.
• Manage branch staffing
• Act as back-up to Branch Manager in overall responsibility for the branch operations and customer service, including coaching and facilitation branch meetings.
• Complete performance evaluations, and recommend appropriate personnel actions.
• Conduct interviewing and hiring process in conjunction with Branch Manager and Regional Manager.
• Understand and encourage the use of technology in every day banking interactions, including teaching customers how to use technology, mobile banking, P2P, online banking etc.

Qualifications, Knowledge and Skills:

• Demonstrate the ability to lead, coach, motivate and develop staff.
• 2-3years’ experience in retail or in branch banking environment.
• Drive an exceptional customer experience.
• Supervise and coach the team to achieve sales excellence, ensure the delivery of World Class customer service.
• Associate’s or Bachelor’s Degree preferred.
• High School diploma or equivalent required.

Physical Requirements:

• Work involves eye strain due to the constant use of computer screens, reading of reports and so forth.
• Work involves being able to concentrate on the matter at hand, under sometimes distracting work conditions.
• Work involves lifting and moving files of up to 50 lbs.
• Work involves ability to read, hear, write, and communicate professionally both in person and via telephone.
• Work involves some travel to attend meetings, training, and so forth.

Pay Transparency Nondiscrimination Provision: https://www.dol.gov/agencies/ofccp/posters

Equal Opportunity Employer EEOC M/F/D/V

This Position Description is not a complete statement of all duties and responsibilities comprising this position.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this position at any time.