First Horizon Banking Center Manager in Smyrna, Tennessee
The Banking Center Manager manages all banking center employees and supervises day-to-day operations of the banking center while ensuring safety, operational soundness and excellent service levels. This position is also responsible for the sales culture in the banking center and the development of new and existing customers.
Duties and Responsibilities: • Sales-oriented with the ability to: a) Plan, organize and motivate and lead employees in providing a sales and customer service oriented environment b) Host weekly staff sales meetings to review sales efforts and deposit growth goals and results; lead the team to create new and innovative ways to ensure unit’s goals are achieved • Manages all facets of the banking center including but not limited to: a) The safety and soundness of the banking center and of the day to day operations of the centerb) Provide training, guidance and support to teammates c) Supervising all staff; appropriately delegates duties and tasks, training for staff on all policies and procedures d) Underwrites and authorizes loans within company guidelines e) Safety/security issues and compliance training f) Creates work schedules, communicates information on a timely basis ensuring comprehension and work areas are maintained per company policy • Documents calls, referrals and cross selling opportunities and efforts; actively seeking, referring and retaining account relationships • Creates quarterly and annual reports on business unit operations verses budgetary goals for supervisor Assists subordinates in resolution of difficult and or past due accounts • Completes, passes and maintains an up-to-date status for all positional and company required compliance and regulatory courses by assigned due date(s) • Participates in special projects and assignments and performs other duties as assigned
Banking Center Hours: Monday - Thursday: 8:30 AM - 5:00 PMFriday: 8:30 AM - 6:00 PMSaturday: 9:00 AM - 1:00 PM
Knowledge, Skills, Abilities and Personal Characteristics
Advanced knowledge of First Horizon Banking Services;
Thorough knowledge of banking center operations and fundamental understanding of general bank operations;
Proficient understanding of the components of Financial Planning, Deposit products, Credit products, Small Business products, Investment and Insurance products (depending on certification levels), and Alternative Delivery Options
Ability to manage others and offer coaching and direction setting related to performance
Consistently meets or exceeds individual and banking center sales and customer service goals
Ability to disseminate information and guidelines clearly to employees and check for understanding
Ability to work independently and collaborate effectively as a team member;
Manages complaints and problems to the satisfaction of customer’s and banking center employees
Awareness of financial market trends (e.g., general state of market, rates, consumer concerns)
Ability to identify needs and make appropriate recommendations based on customer profiles.
Ability to effectively coach and counsel banking center employees, and to recognize the when each is required.
Ability to turn service and problems into sales
Self-Motivated; Sales goal oriented
Excellent verbal (face-to-face and telephone) and written communication skills, interpersonal and relationship building skills;
Excellent consultative sales and cross-selling skills;
Financial market awareness
Financial analysis skills;
Proficiency with PC based special applications;
Job QualificationsBachelor’s degree or equivalent in related experience. 2 or more years high performing sales experience demonstrated though sales awards, incentives and recognition. Experience in a financial services environment is a plus. Proven leadership ability, supervising two or more subordinate employees. Willingness to acquire Wealth Management licenses is strongly encouraged and may be required as indicated by market conditions and competitive environment.
Leads and Builds Customer Relationships:• Builds personal relationships with customers by being attentive to their personal lives and interests and by relating to their personalities, preferences, emotions and financial dreams• Takes a conversational approach in balancing personal rapport building and qualitative and quantitative data gathering to identify customer financial priorities and objectives • Guides customer interactions by setting meeting agendas and leading the conversation to remain focused on maximizing time with customer to match products and services with customer needs• Demonstrates knowledge, confidence and enthusiasm for First Horizon products, services and specialists in all interactions with existing and prospective customers• Proactively cross-sells customer relationships through telephone contacts, customer referrals, networking, building relationships in the community and in reactive sales situations.• Obtains the customer’s preferred contact information (i.e., home or work numbers, email address) for efficient follow-up questions as needed• Accepts ultimate responsibility for the quality of the deal and customer relationship
Trusted Advisor/Personal Impact:• Proactively and systematically educates customers about financial strategies and First Horizon products and services (e.g., Financial Planning, Deposits, Investments, Insurance, Credit, Small Business) based on customer needs• Communicates in an honest and straightforward manner with the customer• Builds customer awareness of personal experience, certifications and licensing, First Horizon support team and focus on delivering customer value• Attentively listens to customer questions and concerns to identify level of financiabankl knowledge and customer priorities• Draws from experience, completed financial plans and specialist support to appeal to the customer’s life stage, financial knowledge level and priorities for effective customer communication• Delivers on customer commitments• Respects the confidentiality of the customer relationship
Financial Analysis, Planning & Judgement:• Analyzes customer’s financial information and credit worthiness and reviews financial plan recommendations to identify customer needs and opportunities for creating customer value• Identifies relationship success factors while creating picture of customer, their financial relationships and needs• Engages customers in problem-solving and creating their own profile and financial plan• Partners with Financial Planning teammates to efficiently deliver a high quality financial plan to the customer
Customer Value Delivery:• Manages own sales activities by setting goals, identifying targets, checking progress and maintaining efforts to sell, upsell, and cross-sell to the customer’s needs• Demonstrates effective presentation skills in discussing financial plan recommendations and matching First Horizon products and services to customer needs • Takes a positive and tactful, honest approach to discuss the customer’s financial gaps and goals outlined in the financial plan in terms of opportunities that can be supported by First Horizon products and services• Continuously seeks customer understanding, agreement and commitment (verbal’s and non-verbals) regarding the product and service recommendations and redirects approach as needed to close the sale• Demonstrates knowledge of First Horizon products and services and customer needs by coordinating the appropriate First Horizon specialists to build customer value with cross-selling efforts• Builds confidence in the customer regarding the expertise of First Horizon specialists, the value of product and service recommendations and the ability of First Horizon to help him/her achieve financial goals• Works to seek additional market, customer and First Horizon knowledge that supports delivering added customer value
Banking Center Portfolio Optimization:• Demonstrates knowledge of the profitability of First Horizon products through consultative sales actions and results• Demonstrates understanding of the loyalty and profitability link by actively working to build customer value and retain profitable customer relationships• Uses creative problem solving in customizing products, features and combinations to deliver personalized service without sacrificing profitability• Reviews customer accounts, portfolio reports and market information to identify sales opportunities and drive revenue
Team Player/Business Partner:• Shares and seeks information from internal business partners to leverage First Horizon specialists in servicing and cross-selling based on customer needs • Develops cooperative relationships with Banking Center teammates and other First Horizon team members to keep current on internal trends, policies, procedures, goals and efforts and delivery customer value• Actively listens to First Horizon team members’ concerns about customer issues• Seeks out coaches and mentors to use as a resource in helping serve and sell to customer needs• Serves as a coach to others by sharing lessons learned and best practices to help teammates and specialists serve and sell to customer needs
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)