Lufkin-75901

Salary

Position Summary

Responsibilities include assisting customers with transactions, opening consumer accounts, and supporting complex banking needs. The role also involves leading audit and compliance efforts, coaching bankers for optimal performance, and collaborating with the Market President to drive market growth. Efficient coordination with various departments, including treasury, is essential for ensuring top-notch onboarding and servicing. Maintains and grows consumer loan portfolio for the branch. Has ability offer more in-depth solutions to enhance customer's financial wellbeing. 

Essential Duties and Responsibilities

Customer Service & Sales

• Greet customers within 3 seconds of arrival and provide prompt, professional assistance.
• Identify customer needs and recommend appropriate products and services.
• Ensure timely follow-up on customer inquiries, service issues, and requests.
• Maintain thorough knowledge of all bank products, services, and digital tools.
• Conduct effective onboarding conversations in alignment with UBank standards.
• Open and maintain consumer and business accounts; perform account servicing.
• Assist customers with online banking access, debit card issues, and fraud resolution.
• Manage dormant accounts and account status updates.
• Support PhoneBank system to assist customers with account access and inquiries.
• Develop and grow the branch consumer loan portfolio.

Relationship Management

• Build meaningful relationships using the Personal, Professional, and Play (3Ps) framework.
• Provide empathetic, non-judgmental service to all customers.
• Offer needs-based financial solutions to improve customers’ financial wellbeing.
• Execute the 2x2x2 follow-up process for new accounts:
  • Thank-you card within 2 days
  • Follow-up call within 2 weeks
  • Additional outreach at 2 months
• Answer incoming calls within 3 rings and resolve or escalate inquiries.
• Open and maintain business accounts, including online banking and treasury services.
• Assist with treasury management services and troubleshooting (e.g., RDC setup).

Leadership & Team Management

• Lead, coach, and develop branch team members.
• Conduct regular team meetings (minimum twice weekly check-ins and one monthly meeting).
• Manage branch scheduling to ensure appropriate coverage and service levels.
• Drive achievement of branch goals and key performance indicators (KPIs).
• Foster a culture of accountability, collaboration, and continuous improvement.

Operations & Compliance

• Ensure accuracy in all transactions, including deposits, withdrawals, and transfers.
• Oversee completion of daily, monthly, and quarterly operational tasks.
• Ensure compliance with Customer Identification Program (CIP) requirements.
• Manage branch opening and closing procedures, including dual control processes.
• Review and approve transactions, including overrides, cashier’s checks, and wires (as authorized).
• Monitor and resolve exceptions in accordance with retail standards.
• Utilize reporting systems and Verafin to complete CTR reporting and compliance tasks.
• Maintain branch appearance and operational standards.
• Complete additional duties as assigned.

Required Competencies

• Decision Quality: Makes timely, sound decisions aligned with policies and guidelines.
• Action Oriented: Proactively addresses challenges and identifies opportunities.
• Instills Trust: Demonstrates integrity, consistency, and credibility.
• Drives Vision and Purpose: Promotes UBank’s mission and inspires team engagement.
• Situational Adaptability: Adjusts approach based on unique customer and business needs.

Qualifications

• Minimum of 3–5 years of banking or financial services experience
• Prior leadership or supervisory experience
• Strong knowledge of retail banking operations, products, and compliance
• Proven ability to drive sales and deliver exceptional customer service
• Excellent communication, leadership, and problem-solving skills

Work Environment

• Office/branch setting requiring frequent customer interaction
• May require standing, sitting, and use of computer systems for extended periods