Area Manager at Mascoma Bank – Burlington, Vermont

Assumes responsibilities for multiple branch offices with combined deposits generally $250 to $400 million, and FTE greater than 15.

Summary of Primary Duties and Responsibilities

Lead the strategic direction for each branch in their area, including branch performance to align with Retail directive, including:

• Inspecting and ensuring the correct behaviors are being practiced
• Utilizing group and one on one meetings to grow the team
• Branch Manager coaching/leadership to align with performance
• Producing quarterly branch plan for community and branch production
• Managing home branch performance to expectations
• Motivate branch staff to optimum and increased performance and success, both for individuals and the branch through coaching and training
• Possess expert knowledge of all products and services, with emphasis on deposits, consumer loans (including mortgages), business relationships and investments
• Own Retail projects as assigned while still balancing branch performance

Lead the strategic direction for each branch in area, including branch performance to align with Retail directive, including:

Inspecting and ensuring the correct behaviors are being practiced:

One of the primary responsibilities is to provide leadership to all branch managers, provide the format to deliver an exceptionally high level of service, and increase the performance and profitability of each branch. The Area Manager is ultimately responsible for the branch’s performance and profitability regardless of Branch Manager performance.

A key duty is to be able to lead the branch managers by helping them develop simple weekly plans that are supported by consistent engagement behaviors that drive results. Must be able to effectively communicate in individual and branch teams, and work with their staff directly when needed to increase their branch’s performance. Must ensure the staff is aware of the branch’s objectives and performance standards, as well as the team member’s individual performance.

Meetings are utilized to grow the team, both group and 1:1:

Training is an important component to support the branch manager, both in development of the Branch Manager coaching skills and branch trainings. Aligning with the Retail Communications, new product roll out, improving customer conversations, and providing feedback to training.

Participating in the development of Retail trainings and customizing based on market specifics

Branch Manager coaching/leadership to align with performance:

The Area manager’s key role is to provide closer management of the Branch Manager with the goal of improving customer experience, increasing the correct behaviors and making each branch more profitable.

To achieve this, they need strong organizational skills that create activities to support the team growth. Work with managers to perform more consistently with the goal of making them stronger branch leaders and more effective in their market.

Produce quarterly branch plan for community and branch production:

An area manager is expected to have deeper planning than a Branch Manager. They need to estimate what is needed in the next 90 days to account for obstacles, planning for any training needs, and raising the bar of performance. To accomplish this goal, they need to develop a written plan re-capping the past quarter and preparing for the next quarter.

Essential Functions

1) Manages the administration of the branch to ensure optimum branch performance by:

• Making routine employment decisions, reviewing performance, making salary recommendations and resolving routine personnel matters as needed in support of the area.
• Continually working to foster and maintain team environment that strives to improve Customer Experience and support Mascoma’s values.
• Assigning work, providing training, guidance and coaching to staff as necessary.
• Preparing annual area budget to include deposit and loan generation and operating within its limitations.
• Holding Branch Manager and staff meetings to coach to optimum performance.
• Demonstrating superior communication skills for interacting with customers (internally and externally). Represent Retail at functions or step in as Sr. Manager for SLT.
• Building and enhancing customer relationships by engaging in meaningful conversation, establishing needs and making referrals to colleagues as necessary.
• Continuously searching for ways to say “yes”, rather than “no” and building plans to support in your branches by finding ways to make reasonable decisions based on customer needs and relationships

2) Makes and services a variety of deposits and loans by:

• Conversing with customers and compiling necessary information to determine customer’s requirements and the best type of deposit or loan to satisfy their needs.
• Being knowledgeable about and able to service all deposit types, including consumer and business.
• Ensuring that all necessary personal and financial data is obtained, properly analyzed, and forwarded in a timely manner to loan area for loan products. Follows loan through the application process to closing and beyond.
• Following individual loans and community lending trends; providing ongoing service to loan customers and taking appropriate action to resolve any problems that might arise.
• Assisting in collection of delinquent accounts with the Collection Department.

3) Represents the Bank in the community and promotes and develops additional business by:

• Contacting existing customers to determine their needs and level of satisfaction.
• Making regularly scheduled business calls to branch customers and if applicable, prospects.
• Participating in civic and community events, including participation on boards pertinent to the community.
• Ensuring that a continuous effort is made to keep customers and the public informed about banking services.

4) Assumes responsibility for the efficient operation of branch by working with Relationship Banker/Operations Manager and Relationship Banker/Operations Supervisor by:

• Interpreting and adhering to bank policies, programs, and operating objectives.
• Ensuring that approved operating policies, objectives and procedures are implemented and maintained.
• Continually evaluating operating methods and procedures, making recommendations for improvements and implementing approved changes.
• Directing staff in the activity of opening new accounts and maintaining required level of deposits as determined by Senior Management.
• Providing customers with advice and assistance; responding to and finding solutions for a variety of customer questions or complaints.
• Being able to perform all branch functions.
• Signing items such as certified checks; providing signature guarantees and notary services; approving wire transfers, and overdrafts within authority.
• Ensuring the branch balances daily; maintaining proper control of the vault and the teller drawer cash as well as ordering of coin and currency.
• Being responsible for all aspects of the security program to include: building, security, alarm systems, branch security training, cash levels, and confidentiality.
• Ensuring compliance with all aspects of audit procedures and policies; maintains a proactive training environment.
• Developing, implementing and maintaining ongoing training for self and staff, including regular staff meetings and one-on-one meetings to ensure success of individuals and branch.

Nonessential Functions

• Performs additional duties as requested

What You'll Need

• Bachelor’s degree or equivalent in work experience
• Five (5) years of branch management experience
• Proven record of branch growth
• Proven customer and business development skills
• Lending experience in consumer, Home Equity, and small business loans
• Ability to use and working knowledge of computers/strong keyboarding skills
• Good interpersonal communication
• Able to maintain confidentiality and privacy
• Professional appearance; grooming and dress consistent with position and MB appearance policy

Physical Demands/Working Conditions

• Must be able to lift or transport up to 25 pounds
• Varied work with a normal expenditure of energy and little or no unusual physical effort
• May involve incidental business machine operations
• Work involves intermittent periods of stationary positioning and traversing
• Requires traveling to meetings, bank activities, and customer calls
• Working conditions include well-lit and well-ventilated areas

Skills Required

APPROACHABILITY – Must be easy to approach and talk to; spends the extra effort to put others at ease; must be warm, pleasant, and gracious.

COMPOSURE – Remains calm and professional in challenging situations; has a positive and constructive sense of humor, is appropriately funny and can use humor to ease tension.

CONFLICT MANAGEMENT – Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and gain cooperation with minimal noise.

COURAGEOUS CONVERSATIONS – Communicates a difficult message with internal and external customers in a non-threatening, respectful, direct manner.

CUSTOMER FOCUS - Is dedicated to meeting the expectations and requirements of internal and external customers. Is focused on customers by practicing attentive and active listening, is able to carry on a conversation and determine customer’s needs

INTEGRITY AND TRUST - Is widely trusted; is seen as a direct, truthful individual; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain.

PEER RELATIONSHIPS - Can quickly find common ground and solve problems for the good of all; easily gains trust and support of peers.

SELF DEVELOPMENT – Is personally committed to continuously improve him/herself. Quickly adapts to change and new technology. Committed to learning new skills and gaining new knowledge.

DECISION MAKING: Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure;

PROBLEM SOLVING – Uses rigorous logic and methods to solve difficult problems with effective solutions; looks beyond the obvious and doesn’t stop at the first answers – always looks for ways to say “yes”

TIME MANAGEMENT – Uses his/her time effectively; values time; concentrates his/her efforts on the more important priorities; can attend to a broader range of activities.

DEALING WITH AMBIGUITY - Can effectively cope with change; can shift gears comfortable; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.

DELEGATION – Clearly and comfortably delegates both routine and important tasks and decisions; broadly shares both responsibility and accountability; tends to trust people to perform; lets direct reports and others finish their own work.

INTERPERSONAL SAVVY – Relates well to all kinds of people – up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.

Why Mascoma Bank?

• Strong culture of belonging with a team that values creativity, new perspectives and innovation.
• Community first minded. We care about our employees and the communities we serve.
• Competitive compensation.
• Flexible work environment with onsite, remote and hybrid opportunities.
• Career development and internal career mentorship.
• Comprehensive health care, dental care, and vision.
• 401(K) Program: 4% safe harbor employer match on top of 5% non-elective contributions following one year of service.
• Generous PTO starting at 22 days per year, not including 11 paid holidays and 16 hrs. of Volunteer Time Off.
• Tuition Reimbursement.
• Student Loan Paydown and so much more!

Background and Credit Check

As part of our commitment to maintaining a secure financial institution, all final candidates will be required to successfully complete background and credit screenings as part of the hiring process. These screenings will be conducted in accordance with applicable laws and industry regulations.

Please note: Having a record on a background or credit report does not automatically disqualify you. We evaluate results on a case-by-case basis, taking into account their relevance to the role and any regulatory requirements.

Our Commitment to Belonging!

The communities served by Mascoma Bank consist of individuals from diverse backgrounds. Our employees likewise bring unique perspectives, experiences, and approaches to the bank. We strive to create a safe and welcoming environment for all who pass through our doors and a workplace that actively demonstrates mutual respect and trust, one of our core values. A truly inclusive culture leads to a sense of belonging and support for all team members and inspires innovation and creativity. We are committed to recruiting and retaining a diverse talent pool, increasing team member engagement through professional development and community outreach activities, and offering personal growth workshops and team-building opportunities. By embracing diversity, equity, and inclusion, we strengthen our communities and ourselves.

Mascoma Bank is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, ethnicity, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, status as an individual with a disability, or other applicable legally protected characteristics. To request reasonable accommodations, please contact careers@mascomabank.com.

Mascoma Bank is an Affirmative Action and Equal Opportunity Employer, M/F/D/V.