WHAT MANAGEMENT TRAINEES CAN EXPECT:
This position is a retail branch management trainee position with a defined professional development program that includes both instructor-led and self-paced learning as well as hands on experiences in a retail branch. During a 12 month on the job paid training pathway, trainees work alongside knowledgeable team members in which they learn all the facets of retail branch banking and management.
Trainees will interact with team members from across the bank, customers and prospects, shadow other departments and bank-wide committees to gain insights as to how the bank operates and participate in leadership development courses. After successful completion of the management training program, trainees will have readiness for selection for leadership roles across the retail branch network. During this 12-month program, the bank is committed to building trainee competence and supporting learning and development opportunities.
POSITION OVERVIEW:
An individual in this role is responsible for helping customers achieve their financial goals, small or large, by providing outstanding service in a courteous, professional, and ethical manner. Whether processing day-to-day banking transactions or educating customers on bank services that enhance their financial well-being, retail branch management trainees are cross trained to complete and manage operational, customer service, and product/service tasks efficiently and effectively.
ACCOUNTABILITIES / RESPONSIBILITIES:
Operational
- Performs a variety of financial transactions to service the customer including processing deposits, withdrawals, payments, check cashing, commercial teller transactions, coin and currency orders, etc.
- Assists customers with account opening, account maintenance, CD renewals, address changes, research requests, check ordering, debit card orders, safe deposit access, notary services, fraud services, and able to effectively demonstrate online banking and mobile banking services.
- Balances transactions and cash at the end of the day and assists with Video Banking ATM balancing and branch settlement. Maintains keys and combinations. Assists with other security and audit routines.
- Ensures that transactions and reports are processed accurately, and proper documentation completed.
- Assists with vault transactions, processes, cash ordering, balancing, and verification.
Knowledge/Customer Service
- Proactively engages with customers on the retail branch floor \ provides efficient, accurate and courteous customer service with a strong focus on financial education.
- Maintains knowledge of Bank’s products and services. Identifies and actively engages customers in determining needs and goals. Refers to a business partner as appropriate.
- Interview consumer loan applicants objectively, recommend appropriate products based on needs and ability to repay. Follow loans from application to closing efficiently and accurately. Refers to MLO’s as appropriate. Work towards NMLS registration.
Leadership and Management
- Promotes the Bank’s products and services and maintains an active participation in community affairs.
- Exhibits strong leadership competencies including team and coaching communication, emotional intelligence, performance management, agility, innovation, resourcefulness, positivity, and collaboration.
- Demonstrates and applies management competencies including hiring, onboarding, team scheduling, incentive tracking, conduct management, administrative reporting, process improvement, and operational quality control. Responsible for adhering to Bank policies and procedures related to regulatory compliance requirements applicable to the job function.
POSITION REQUIREMENTS DURING TRAINING PROGRAM:
Associate’s degree is required, a bachelor’s degree is preferred. Two+ years of customer facing sales experience to include cash handling, supervisory or demonstrated leadership experience, and problem resolution. In lieu of a college degree, a minimum of five years of work experience in a related field is required.
SUPERVISORY SCOPE:
n/a
INDEPENDENT ACTION:
Performs work within established guidelines and according to specific procedures. Refers problems to immediate supervisor.
COMPLIANCE:
Responsible for adhering to Bank policies and procedures relating to regulatory compliance requirements applicable to the job function including but not limited to the Bank Secrecy Act, Anti-Money Laundering, and Fair Lending.
UPON PROGRAM COMPLETION:
Trainees will continue with expectations outlined during the program as well as:
- Maintains expert knowledge of Bank’s products and services. Recommends and creates customized solutions utilizing the full product and service portfolio., participates in business development, onboarding, and retention activities.
- Facilitates an efficient and accurate loan process, from interview through application and to closing. Earns and then annually satisfies the SAFE MLO testing requirements for NMLS registration.
- Assists with monitoring and evaluating team member performance in conjunction with Customer Solutions Manager, provides feedback to enhance customer sales and service efforts. Provides input for performance reviews, professional development and training milestones, and promotional recommendations.
- Assists staff in performing operational duties, as needed, e.g., balancing, account problems, etc. Provide policy overrides on computer system to process transactions
- Owns branch safety and soundness responsibilities. Processes vault transactions. Orders and ships cash; Verifies all cash transactions; Balance vault and ATM cash and branch
- Ensure the security of applications, systems and cash storage. Maintains building keys, security, and vault combinations with opening/closing responsibilities. Serves in an on-call capacity for ATM and alarm systems.
- Assists with branch events and initiatives.
POSITION REQUIREMENTS UPON PROGRAM COMPLETION:
Must demonstrate effective coaching skills and the ability to train and motivate team members. Effective customer service, verbal & written communication, as well as math, critical thinking, problem solving and organizational skills. Detail-oriented and able to multi-task and use various types of office equipment, including a variety of computers and mobile applications. Able to lead by example – effective coaching and mentoring skills essential. Tech-savvy – use of and able to demonstrate features of banking technology with customers using a variety of tools. Proficient use of Microsoft Office suite is essential. Actively learns, demonstrates, and fosters a positive Chelsea Groton Bank culture. Physical requirements include the ability to move to various locations including the vault, ability to lift up to 15 pounds on an interim basis, and the flexibility to bend and reach.
In compliance with the federal Secure and Fair Enforcement for Mortgage Licensing Act (SAFE Act) and various state banking laws, MLOs at Chelsea Groton Bank must satisfy certain professional state-licensing requirements prior to engaging in loan origination activities on behalf of Chelsea Groton Bank.
SUPERVISORY SCOPE:
Limited supervisory responsibility
INDEPENDENT ACTION:
Performs work within established guidelines and according to specific procedures. Refers problems to immediate supervisor.
COMPLIANCE:
Responsible for adhering to Bank policies and procedures relating to regulatory compliance requirements applicable to the job function including but not limited to the Bank Secrecy Act, Anti-Money Laundering, and Fair Lending.
