AVP - RETAIL MARKET MANAGER

WHITAKER BANK, INC.

RETAIL MARKET MANAGER

TITLE:

Retail Market Manager

GRADE:

00

FLSA:

Exempt

SALARY RANGE:

$0000 - $0000 Per Month

SEGMENT:

Operations

LOCATION:

Powell

CATEGORY:

Full Time

REPORTS TO:

Chief Operations Officer

SHIFT:

Monday - Saturday

DATE:

April 22, 2024

The Retail Market Manager is responsible for regularly supporting the Chief Operations Officer; ensures all area branch operational activities run smoothly and efficiently; provides leadership, training and supervision within the bank; promotes business for the Bank by maintaining good customer relations and referring customers to appropriate personnel for new services. The position of Retail Market Manager performs supervisory duties as assigned by the Chief Operations Officer, and may perform in various capacities, such as a new accounts representative, teller, or safe deposit attendant as appropriate.

1. Reinforces the application of superior customer service through his or her own example along with appropriate follow through with involved customers and employees.

2. Involved in instilling and maintaining a positive sales environment through education of the Bank’s products and services; assists the organization of the branch, coordinating available resources (e.g., staff, materials, etc.) for maximum results.

3. Receives retail and commercial checking and savings deposits by determining that all necessary deposit documents are in proper form, and issuing receipts.

4. May perform all related teller, vault teller, new account, utility specialist, and safe deposit duties as required.

5. May perform all technical operational areas; NSF and overdraft processing; holds and stop payments; currency transaction reports; acceptance and research procedures for a variety of legal processes; ATM duties; documentation and procedures required for accounts involving the death of account holder(s); incoming and outgoing collections; incoming and outgoing wires; certifications; knowledge of the Federal Reserve Bank posting and entries; balances general ledger account(s) and processes and approves related entries.

6. Promotes and cross-sells the Bank’s products and services by assisting customers in their selection to meet their needs.

7. May participate in assuring quality control in regards to audits and certifications.

8. Issues official checks, money orders, traveler’s checks, etc.

9. Performs lead duties including assigning and reviewing work for accuracy and completeness, assisting others in resolving problems, approving transactions within authority levels and training others.

10. Assists other branch offices is resolving operational inquiries and providing staff support.

11. Receives and processes stop payment and hold orders.

12. Accepts loan, installment and collection payments.

13. Balances cash drawer daily and verifies cash being returned to the vault as needed.

14. Balances teller differences as it relates to general ledger accounts; maintains accurate teller balancing records; balances branch cash totals as needed.

15. Provides effective customer service and assists in resolving problems within given authority.

16. Records, files, updates information, prepares wire transfers.

17. Gather data and process various reports (e.g., currency transaction, returned items, overdrafts, callbacks, etc.)

18. May assist in opening and closing the vault daily; prepares and processes incoming and outgoing shipments; and assists in balancing vault currency and coin as needed.

19. Cross-trains less experienced bank personnel.

20. Types routine letters, reports and forms.

21. Responds to inquiries or refers inquiries to the appropriate department or person, and exhibits the necessary follow through with customers and/or staff involved.

22. Provides supervision and support to all areas of the branch where service or assistance is needed; oversees activities of assigned branch personnel; opens and closes the branch.

23. Monitors staff in daily tasks, operations and quality control; ensures the organization of assigned areas of the branch, coordinating available resources (e.g., staff, materials, etc.) for maximum results.

24. Assists the Chief Treasury Officer in implementing cost controls for the branch and monitors expenses to ensure compliance with budget.

25. Consistently applies superior decision-making techniques pertaining to inquiries, approvals and requests as they apply to existing policies and procedures, keeping within assigned approval limits and using these instances as learning tools for employee development.

26. Assumes responsibility for special projects; gathers data and prepares reports for Senior Management, audits and other personnel.

27. Plays a positive role in the development and growth of assigned bank staff through excellent communication skills, both verbal and written, along with strong delegation skills assuring a highly cross-trained staff.

28. Performs personnel actions including performance appraisals, disciplinary actions, and interviewing candidates for employment; supervises the daily activities of the bank including, but not limited to, effective delegation of assignments, developing work schedules and providing necessary training.

29. Processes, solves and answers complex customer transactions, problems or inquiries.

30. Answers telephones, answers question and directs callers to proper Bank personnel.

31. Assumes responsibility for various department functions in the absence of staff members or in overload situations.

32. Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.

33. You are to conduct yourself professionally and as a bank representative while at work and in public.

34. Demonstrates knowledge of and adherence to Equal Employment Opportunity (EEO) policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.

35. Assures compliance with all Bank policies and procedures and all applicable state and federal banking laws, rules and regulations.

36. Completes administrative tasks correctly and on time; supports the Bank’s goals and values; benefits the Bank through outside activities.

37. Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct.

The position of Retail Market Manager performs duties specific to the position and other functions as assigned.

The position of Retail Market Manager is responsible for the supervision of one or more employee(s), and normally carries out supervisory responsibilities in accordance with the Bank's policies and applicable laws, ensuring adherence to EEO guidelines.

The incumbent is in a non-confined office-type setting in which he or she is free to move about at will. The position includes driving a Bank or personal owned vehicle approximately less than 10% of the time which includes exposure to the outside weather elements and moving mechanical parts. It may include some minor annoyances such as noise, odors, drafts, etc.

The incumbent in the course of performing this position spends time writing, typing, speaking, listening, lifting , driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.

The incumbent for this position may operate any or all of the following: telephone, smart phone, copy and fax machines, adding machine (calculator), check protector, scanner and image systems, scanning equipment, encoder, money counter, credit card terminal, typewriter, computer terminal, laptop computer, personal computer, tablet, printers, or other equipment as directed.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions.

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

· Intermediate experience, knowledge and training in branch operation activities, terminology and products and services.

· Intermediate knowledge of related state and federal banking compliance regulations, Bank operational policies and procedures, and the Bank’s products and services.

· Ability to cross-sell and explain all operation products and services with confidence and authority.

· Basic loan product knowledge.

· Ability to read, analyze and interpret general business periodicals, professional journals, and technical procedures.

· Excellent organizational and time management skills, with the ability to provide leadership, supervision and training for one or more employees using positive supervisory techniques to ensure maximum productivity; demonstrated ability in organization and delegation skills.

· Basic knowledge of human resource and labor laws and policies.

· Basic skills in computer terminal and personal computer operation; host computer system; word processing, spreadsheet and specialty software programs.

· Basic typing skills to meet production needs of the position.

· Basic math skills; ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.

· Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, correspondence and procedures, speak clearly to customers and employees.

· Thorough understanding of management procedures; ability to plan department or Bank activities (setting objectives, developing strategies, budgeting, and developing policies and procedures); initiative to organize various functions necessary to accomplish department or Bank activities; effectively staff (selecting, training and developing employees); directing employees towards the desired objectives (delegating, motivating, resolving problems); controlling the function (developing performance standards, measuring results, taking corrective action and rewarding employees as appropriate).

· Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.

· Ability to work with minimal supervision while performing duties.

· Current Kentucky driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.

Management reserves the right to change this job description at any time according to business needs.