Retail Market Leader

Company Name: Civista Bank
Location: USA

Description

Position Purpose:

Lead and mentor the Branch Leadership teams to deliver on Civista’s Vision and Mission: To be the community’s trusted financial advisor by developing generations of life-long relationships built on trust, expertise, and exceptional service for all the financial need of our customers. Deliver the Civista Experience, building relationships through engaged interactions 100% of the time. Being a Brand Ambassador by living the Civista core values: teamwork, compassion and honesty. Provide world class customer service in promoting and referring products and services to customers based on individual needs. Support, mentor and lead branch teams to provide the Civista Experience.

Essential Duties And Responsibilities

Keep customers at the heart of all you do. Strive to provide genuinely personal experiences daily.

• Expand consumer and business relationships through partnered visits with Branch Leadership

• Maintain a high level of communication and follow-up with internal and external customers
  Conduct regular branch visits to observe, develop and mentor branch team

• Regular touch-base with Branch Leadership to review branch scorecards, operational reports, and customer service surveys
  Support and exemplify an exceptional customer experience within the branches; achieve monthly, quarterly and yearly customer satisfaction metrics

• Meet the required annual branch deposit and consumer loan growth goals as established

• Nurture relationship with internal business partners by making referrals/cross-selling customers to appropriate department for specific information and services.

• Take initiative for self-development with product knowledge and customer service experience skills

• Be a technology leader. 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.

Monitor operational policies, procedures and efficiencies within the branch

~Review branch cash levels and outages within the parameters of the established guidelines.

Lead a diverse team of financial professionals

~Outline steps to reach branch objectives

~Assume accountability for retail office service standards and service levels

~Celebrate successes

~Work together to create opportunities

~Drives the employee experience

~Hold regular meetings with branch leadership to ensure consistent effective communication

~Invite internal business partners to present at meetings and enhance relationships with retail team

~Resolve unusual and complex staff/customer problems, a creative solution seeker

~Oversee branch staffing needs

Lead by example

~Take ownership of what you say and do

~Be an advocate

~Demonstrate delivery of the Civista Experience consistently

~Represent Civista at all times-be a brand ambassador

~Take initiative for self-development with product knowledge and customer service experience skills

Coach and Develop

~Develop branch leadership while monitoring progress toward goals. May support the development of other Personal Bankers. Identifies high-potentials and creates winning teams.

~Motivates and develop team members, including acquiring and retaining top talent and managing performance based issues. Effectively plans, organizes, directs and analyzes and evaluates staff and processes.

~Maintain scheduled coaching sessions with Branch Leader

Assist Branch Leader to create and navigate individual professional development plans

Administers performance evaluations and recommends appropriate personnel actions

Conducts interviewing and hiring process of branch team in conjunction with Branch Leadership

Requirements

Physical Requirements:

Knowledge And Skills

Education and Experience:

Customer service, leadership and sales experience preferred.

High School diploma/G.E.D.

Other Skills

Impacts a broad range of partners in an Omni-channel and technology driven environment.

Ability to work under deadlines with frequent interruption.

Length of working day can be unpredictable due to community events and outreach expectations.

Availability to work when branch location is open, including weekends.

Work involves eye strain due to the constant use of computer screens, reading of reports.

Work involves sitting the majority of the day.

Work involves potentially hazardous conditions, i.e., robbery attempts.

Work involves traveling via use of own or bank vehicle to make branch visits or attend outside meetings/seminars/trainings.

Work involves being flexible regarding hours of work—i.e., overtime, filling in at other office locations, attending required training/meetings, and so forth.

Pay Transparency Nondiscrimination Provision: https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf

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

• Seniority level

  Associate

• Employment type

  Full-time

• Job function

  SalesBusiness Development

• Industries

  BankingFinancial ServicesReal Estate