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Financial Center Manager, Vice President

Job Summary:  Reporting to the Market Executive (ME), the Financial Center Manager (FCM) is responsible for the overall success, management and operating efficiency of a Financial Center and thus must be a leader in sales and service, and fluent in persuasive communication, customer delivery, coaching and motivational management. Additionally, the FCM must quickly create a banking center of excellence through the development and implementation of local branding, marketing, and community engagement campaigns.  The FCM will manage Financial Center Officers (FCO) in a local financial center. Overall performance is measured as a combination of Financial Center and individual performance against established goals.   Major Responsibilities:  Sales and Customer Service Lead local, tactical plans around marketing and business development. Develop Financial Center image and a personal reputation as a trusted advisor for banking needs in the local community. Build strong, lasting financial relationships with customers by delivering best-in-class, creative, customized, extraordinary customer experience moments. Greet customers, build rapport and develop an acute understanding of their personal financial needs. Use expert-level product knowledge and a keen analysis of customers' profile to recommend products and services that best meet their needs.Ensure accounts are properly and thoroughly set up; ensure customer information meets Bank and regulatory documentation requirements. Develop tools for FCOs to assist customers with all questions; advise clients on financial alternatives and solutions, and ensure customers receive a timely resolution to all issues and feel great about their interaction with the Bank. Ensure FCOs are current on, adhere to, and have all materials necessary to accurately communicate and implement Bank policies and procedures. Ensure all Financial Center sales are compliant with Bank operational, confidentiality, and security policies and procedures, including privacy policies and procedures to maintain customer confidentiality. Create and enforce appropriate reviews as needed. Financial Center and Resource Management Responsible for the overall success and operating efficiency of the Financial Center, including effective Financial Center cost management, efficient daily operations, and consistent, sustained operational integrity. Ensure the FCOs are fully aware of and adhere to Bank policies and procedures. Oversee internal efficiency analyses; identify gaps and develop training to improve staff competencies. Effectively recruit, coach, develop, and train FCOs; identify areas where skill training is needed and either train / recommend effective training for the FCO. Provide regular, consistent feedback on FCO performance, client interaction, branding, and referral efforts. Quickly resolve, and introduce actions to reduce complaints and grievances. Create an environment that fosters teamwork, high morale, and effective collaboration. Local Branding and Community Engagement Create a center of banking influence within the local community; lead efforts to support, partner with, and engage market teams to ensure representative responsiveness, in-depth community knowledge and engagement, and exemplary customer service. Lead local community branding, marketing, and networking events. Cultivate a positive, progressive, trust-based brand for the Bank within the local community. Increase Financial Center awareness and revenue by actively engaging the local community. Qualifications: Education, Licensure, Year of Experience, and Type of Work Experience 7+ years of direct management experience in a retail bank or a sales environment. 7 + years of direct customer service / customer relationship experience in a professional environment with a demonstrated ability to create a positive customer experiences. 7+ years of direct work experience in consumer financial products; general understanding of and, desire to learn about, general banking operations. 7+ years of successful community outreach and client sourcing (via local networking events, cold calling, etc.). Knowledge, Skills, and Abilities Strong, polished, articulate, effective communicator with demonstrated sales and service skills. Strong desire to serve customers in their community. Demonstrated technological proficiency and the ability to quickly learn about new products (e.g., tablets, iPads, touch screens, etc.). Invigorated by constant personal interaction. Excellent listening, communication and persuasive skills. Proven expertise in FDIC regulations and governance policies. Travel within the Market area will be required. 10024026-WD
Salary Range: NA
Minimum Qualification
8 - 10 years

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