Senior Branch Banker in Hagerstown, Maryland at Middletown Valley Bank

General Summary

The Senior Branch Banker (SBB), together with the Assistance of the Branch Manager and/or the Assistant Branch Manager, will be responsible for managing the day-to-day teller line operations. The SBB is required to be proficient in processing deposits and withdrawals, checks, official and counter checks, processing consumer credit card applications, fielding general account inquiries, in addition to conducting general maintenance for customers. The SBB will enforce adherence to established policies and procedures within the branch, including teller operations, security, and compliance. The SBB will manage branch vault cash, supply acquisition for the branch, and teller workflow to ensure appropriate customer service levels on the teller line. All duties will be handled professionally and courteously as is consistent with the service excellence expected from Middletown Valley Bank employees.

Primary Duties and Responsibilities

• Provide real-time coaching, knowledge, clarification, and support to teller line staff regarding MVB policies and procedures, including teller operations, security, and compliance.
• Process customer transactions and requests accurately and efficiently, including transactions for coin machines and coin bags, night deposits, and deposits via mail.
• Provides account services to customers including transactions such as deposits and loan payments, cashing checks, completing withdrawals, and completing account updates and maintenance.
• Cross-promote bank products and services by answering inquiries, addressing customer needs, informing customers of available products, services, and promotions, in addition to referring customers to the respective Relationship Banker(s), Branch Manager, and/or branch business partner.
• Assist with customer referrals and/or complex customer procedural questions.
• Monitor and record branch assets in accordance with MVB’s policies and government standards and regulations.
• Approve transactions that may be in exception to standard operating procedure or require supervisor override.
• Approve service fee refunds when appropriate in accordance with Bank policy.
• Investigate teller losses and suggest corrective measures to Branch Manager.
• Provide excellent customer service to ensure customer related issues end with successful resolution.
• Supervise branch supply acquisition while operating within stated budgets.
• Act as primary for Teller Drawer Audits.
• Assist and process eSignature requests.
• Provide Online Banking Support to customers, as needed.
• Ensure daily branch reports are being processed timely and accurately.
• Act as a backup processor for domestic and international wires.
• Build relationships with customers through phone conversations.
• Maintain customer confidence and protect bank operations by keeping information confidential.
• Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the bank's compliance with all regulatory requirements, e.g. Community Reinvestment Act (CRA), Bank Secrecy Act (BSA), Equal Credit Opportunity Act, etc.
• Support and participate in community activities and initiatives.
• Other duties necessary to meet business objectives.

Knowledge, Skills, and Abilities

• Requires a high school diploma or equivalent, as well as 2+ years of related customer service and banking experience.
• Demonstrate some supervisory skill and the ability to manage others fairly.
• Intimate knowledge of retail branch banking best practices including teller operations, physical security, and teller compliance.
• Proficient with Microsoft Office. Experience with Jack Henry Xperience and Teller Processing systems preferred.
• Adaptable in an ever-changing technological and regulatory environment.
• Effective communication skills with both internal and external customers.
• Strong problem-solving skills and adept conflict resolution skills preferred.
• Strong organizational skills and the ability to multitask.
• Flexibility in schedule sufficient to work days, evenings, or Saturdays.
• Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with Middletown Valley Bank’s Code of Ethics and values.

Work Environment:

• While performing the duties of this job, the employee is regularly required to stand, walk, see, use hands to type, carry, handle, and feel objects, reach with hands and arms, talk, and hear. The employee must occasionally lift and/or move up to 50 pounds or more.
• The job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

Full-Time Benefits:

• Health, Dental, and Vision Insurance
• Life Insurance
• Short Term & Long-Term Disability
• 401k Savings Plan
• Paid Holidays
• Parental Leave
• Paid Time Off
• Professional Development
• Employee Assistance Program

This job description represents a summary of typical functions of the job, not an exhaustive list of all possible responsibilities, tasks, and duties.