PRINCIPAL ACCOUNTABILITIES
Supervise daily center/MBU operations and subordinate associates with responsibility for ensuring efficient and compliant processes/procedures, managing security, financial and reputational risk while fulfilling the financial needs of the individual and organizational customer, and directing activities to meet service delivery expectations. Position responsibilities include all tasks and skills included in the Banking Center Service Coordinator and Banking Center Service Specialist job descriptions plus the below specified additional tasks.

I. General Tasks and Skills

• Perform the proper level of center oversight; ensuring policies and procedures are clearly communicated to subordinate staff, implementing controls to ensure processes, procedures and supporting documentation are conducted accurately and in a timely manner, and ensuring risk is minimized.
• Provide guidance and direction to ensure associates maintain a strong focus on our mission to identify and deliver practical solutions to customers that meet their individual financial needs in a manner that makes it easy to do business with the Bank.
• Meet operational and service delivery goals by ensuring associates remain up-to-date on policy and procedure, and understand performance expectations.
• Meet the customer’s expectations by ensuring adequate cash and financial paper supply is on hand, and developing associates to be able to uncover customer needs in support of the Bank’s business development goals.
• Conduct ongoing review of cash management processes to ensure optimal efficiency in cash ordering and frequency of shipments, and make recommendations to the BCM when efficiencies or cost savings can be realized.
• Ensure ATM Cash Limit-Temporary Exception Request or BC Cash Over-Limit Form are submitted as required.
• Manage Key & Combination and Financial Paper inventories.
• Manage cash count process and ensure that all counts are conducted as required and surprise counts are properly staggered.
• Monitor cash differences and take corrective action as warranted.
• Manage sole/dual control ATM servicing teams ensuring maximum ATM availability and be proactive to resolve any ATM data communication, hardware, or physical security problems.
• Instruct all staff on the proper use of banking center equipment, ensure equipment is functioning properly, maintenance orders are requested in a timely manner, and movement of furniture/equipment is properly documented.
• Submit and ensure annual renewal of Policy Exceptions during Banking Center Manager absences.
• Perform Signature Guarantees.
• Provide guidance and review deceased customer and removal of joint accountholder cases to ensure proper execution.
• In the BCM’s absence handle customer complaints/issues and ensure that comment cards are processed accurately and in a timely manner.
• Handle and resolve security issues with local authorities and with internal/external business partners.
• Work together with L.O. and other community and command representatives to address issues regarding operational and service delivery and keep BCM updated on status.
• Participate on policy and procedure review teams and make recommendations for change / improvement.
• Identify capital budget needs.
• Maintain Life, Safety and Response documentation and ensure that all components are up-to-date at all times.
• Plan, execute, and document mandatory Health & Safety actions in coordination with the BCM.
• Ensure accurate record retention performance.
• Act as Attendance Administrator.
• Perform other reasonable duties as assigned.

II. Security

• Prevent reportable security violations resulting in risk or loss to the Bank.
• Manage monthly alarm component testing and ensure timely and detailed reporting of alarm outages.
• Perform routine inspection of secured areas to ensure associate safety and provide protection to associates, assets and sensitive information by ensuring doors or barriers have functioning locks and alarms.
• Conduct ongoing risk assessment and provide recommendations to management.

III. Service Delivery

• Execute and coach the Playbook and its processes and behaviors.
• Lead from the lobby, when needed.
• Work with BCM to develop action steps to reach Banking Center goals, communicate goals to associates and track results.
• Identify and recommend product and service delivery improvements.
• Proactive involvement and participation in community events and major social activities to promote the branch, leveraging Town Hall, Deployment and Newcomer’s Briefing opportunities during BCM’s absence.

IV. External Representation

• Foster ongoing communication and interaction with external business partners to effectively leverage the business relationship.
• Ensure local Command officials understand the Bank’s mission and Overseas Military Banking Program and be prepared to meet to discuss relevant issues and service delivery during Banking Center Manager absence.

V. Training

• Overall responsibility for training and guidance of Banking Center Service Coordinators.
• Support the BCM with the new hire training experience by monitoring progress and performing Learning Path knowledge check-ins to confirm associate understanding, when needed.
• Assist BCM to ensure mandatory training is completed and properly documented for all subordinate staff, and the appropriate level of coaching is provided to ensure performance expectations are met.
• Ensure meaningful huddles are routinely conducted.

VI. Supervisory

• Has supervisory responsibility for subordinate associates.
• Possess good knowledge of Human Resources (HR) processes by assisting the BCM in completing and preparing:

 Banking Center/MBU associate work schedules.
 Annual Banking Center/MBU vacation plan.
 Payroll Reporting

• Prepare and conduct subordinate performance reviews.
• Handle issues requiring disciplinary action.
• Participate in recruitment, interview and selection of center/MBU associates.
• Replace Banking Center Manager, as required/applicable.

Required Skills:

• Business relevant associates’ degree (examples: business management, business administration, finance). Experience can be substituted for education on a two (2) years’ experience to one (1) year education, thus 4 years’ specialized experience with no associates’ degree.
• Minimum two years’ cash handling and/or customer service experience
• Two years’ supervisory/team lead experience or one year supervisory/team lead experience at Bank of America / Community Bank
• Proven results exceeding goals in a customer-centric, results-driven environment
• Demonstrated ability to influence and collaborate with others outside of reporting authority to achieve shared goals
• Proven customer service skills and the ability to resolve problems independently or escalate as needed to ensure customer satisfaction
• Proven record of balancing risk and making sound decisions while achieving business goals
• Strong interpersonal skills, including the ability to easily engage others in dialogue, convey sincere interest in building/deepening relationships and demonstrate a commitment to providing personalized service
• Strong organizational skills including the ability to manage multiple responsibilities, prioritize and delegate while delivering results
• Strong communication skills (including verbal, non-verbal, written and presentation) and active listening skills
• Proficiency in computer skills and professional programs (for example, Microsoft Office)
• Availability to work extended hours as required to run the business

Desired Skills:

• Bachelor’s degree
• Two plus years’ experience in the following industries: Retail banking/financial services, mortgage, retail or hospitality
• Three years’ supervisory or team lead experience