Director of Retail Banking

We're Hiring!

Atlanta, GA - Director of Retail Banking

Celebrating over 100 years in the community, Citizens Trust Bank remains committed to providing personalized service and financial solutions to meet the growing needs of our customers.

We are committed to our institution's values of Integrity, Collaboration, Innovation, Service Excellence, Respect, Accountability, and Leadership, all of which are needed to continue our mission of empowering generations for financial success.

By joining our team, you can expect opportunities to enhance personal accomplishments and professional growth.

Interested in this position and meet the qualifications and requirements? Apply at www.ctbconnect.com. Questions? Contact us at 404-575-8262.

POSITION SUMMARY:

Responsibilities include but are not limited to the following:

Retail Banking Management

• Manages, directs, oversees, coordinates, and monitors the planning, development, implementation, production, sales goals, evaluation, and administration of all phases of Retail Banking, which include service, sales, operations, and financial center network
• Increases and manages customer retention, engagement, and cross-sales revenue generation
• Oversees, manages, and assists financial centers with meeting & exceeding established loan production and deposit growth goals; ensures a efficient and smooth lending delivery through all financial center channels
• Engages and coaches team members on the development of a cohesive team sales culture within the financial centers; ensures that team members are knowledgeable and understands how to effectively identify cross sales opportunities
• Coaches and provides lending and loan quality guidance and support to financial center leaders
• Engages financial center team to take ownership of achieving personal and banking center goals
• Cultivates relationships; leverages analytics for data-driven insights for customers' needs and expectations
• Drives a positive customer experience and ensures that exceptional customer services is provided throughout the financial center network; oversees and manages difficult and emotional customer situations
• Collaborates with all business lines to develop strategies to identify business opportunities and mitigate possible threats
• Attends, participates, promotes and represents the Bank at business, professional, and community events, functions, meetings, organizations, associations, programs, and activities to support and broaden Bank's image and visibility and increase business development and other related opportunities
• Plans and schedules proactive visits to existing and prospective customers; completes call, sales, and customer visits and reports; aggressively competes for loans, deposits, and other banking relationships, cross-sells all banking solutions; proactively reviews and evaluates customer deposit and other relationships; establishes effective and lasting business relationships; manages major customer relationships and new and existing referral sources
• Increases employee retention, meets regularly with direct reports to review job performance, expectations, and develop performance goals and objectives; develops career development strategies with direct report to foster professional growth development and mentor future company leaders; engages, monitors, and develops staff to improve performance and/or enhance capabilities; implements corrective actions plans
• Monitors and maintains training and support structures to ensure that all team members are highly trained and receive applicable and effective training needed to successful service customers and provide extraordinary customer service
• Conducts regular bank location visits, reviews and assessments; oversees and ensures the proper maintenance of centers, oversees center related projects and activities
• Reviews, updates, and develops policies, guidelines, and procedures for the Retail Banking Services to ensure compliance with State and Federal regulations and guidelines, and delivers customer service excellence; ensures that legal matters, security issues and daily operational functions are consistent and in accordance with the requirements of the regulators and sound banking practices
• Makes quality hiring decisions of sales and service-oriented talent to assist with the success of the organization
• Develops and implements a comprehensive strategic business and action plans, expectations, short and long-term goals and objectives for the Retail Banking Services, and drive volume growth and customer retention, and all its responsible functions to successfully increase growth and profitability and expand market share
• Develops, implements, monitors, and manages the annual budget for Retail Banking Services
• Oversees and improves overall efficiency, processes, and systems across the Financial Center network to ensure effective operations
• Demonstrates personal accountability and maintains and handles all confidential, complex, and sensitive matters and information discretely

Customer Service and Sales Management

• Provides extraordinary customer service and demonstrates excellent telephone skills with a genuine interest in serving customers and the ability to collaborate and build good cross-functional business relationships; ensures that all customer inquiries and requests are responded to in a timely and appropriate manner
• Develops and maintains a sales culture and sales focused environment within the financial center team that focuses on business relationship expansion, sales, referral sources, customer service excellence and retention
• Monitors and assesses regularly to ensure that all customers consistently receive extraordinary customer service from all financial center team members
• Oversees and manages customer service survey and assessment programs
• Conducts effective sales and customer service training classes; ensures team members understand how to identify cross sales opportunities
• Educates team on all banking solutions, services, and products offered by bank
• Develops, updates, and implements appropriate award, recognition, and incentive programs
• Introduces new banking solutions and services, expands business and growth opportunities, and increases banking relationships
• Manages and tracks sales, production, and performance to objectives, goals, and expectations
• Creates and develops performance measurements and monitoring tools and resources
• Monitors account statistics and qualifies internal sales leads to identify opportunities and create an effective sales strategy for the team
• Utilizes resources, data, and relationships to prepare for business and relationship expansion calls
• Reviews, evaluates, manages, and ensures appropriate delivery of consistent training to generate expected results
• Completes competitive analysis, reviews, and monitors banking fees, rates and market trends to ensure that the Bank is serving the community to its highest level

Operations

• Works closely with the Bank Operations to ensure effective financial center operations and customer service excellence
• Reviews, analyzes data, recommends, and implements new business, services and banking solutions
• Assesses, identifies, develops, and implements internal controls and safeguards to minimize and eliminate bank losses, fraud, risks and exposure
• Monitors, manages, and ensures that policies, procedures, and controls are followed and compliance and security related concerns are resolved effectively
• Prepares and develops reports, documents, and communication
• Performs cost saving assessments and implements effective changes
• Collaborates with management across business lines to help ensure retail banking success

Other Duties

• Maintains a sound and comprehensive working knowledge and understanding of all bank policies, procedures, guidelines, rules, expectations related to areas of responsibilities and banking solutions and services offered by the Bank, its subsidiaries, strategic alliances, third-party service vendors and competitors
• Delivers excellent quality customer service consistently and adheres to response turnaround standards
• Maintains professional and technical knowledge; stays abreast of all aspects of banking, business development, industry trends, laws and regulations, developments, practices, programs, products, and services
• Leads initiatives, adds value, supports the Bank's vision, mission, core values, business principles, goals, and objectives
• Adheres to all policies, procedures, expectations, laws, regulations and training requirements
• Exceeds all established position goals, objectives and expectations.
• Attends, assists and participates on bank committees and in community-related events, projects, and other activities
• Demonstrates consistent professional appearance, behavior, image, high level of integrity, ethics and consistently represents the CTB Brand
• Manages other assigned functions and performs other duties and responsibilities as assigned

QUALIFICATIONS:

• Minimum seven years of proven regional retail branch management, sales, business development, consumer and small business lending, and operations experience in a banking environment
• Strong credit and retail banking market knowledge, understanding, and assessment skills
• Bachelor's degree in business administration, management, communication, finance or related field
• Highly resourceful team player with excellent presentation, interpersonal, relationship building, leadership, organizational, in-depth sales technique and sales coaching skills are essential
• Excellent quality customer service, sales, and telephone skills with a genuine interest in serving customers and the ability to collaborate and build good cross-functional business relationships
• Strong analytical, technical, problem resolution, project management, strategic and critical thinking, research and negotiation skills
• Technology-savvy and proficient in using advanced Microsoft Office (Excel, Word, PowerPoint, etc.) and Google Suite, with the ability to implement innovative solutions; strong knowledge and understanding of the FIS Horizon core Banking system
• Expert level written and verbal communication and diplomacy skills with the ability to communicate clearly, concisely, persuasively, informatively, tactfully and effectively work across all levels of the organization
• Outgoing and trustworthy with the ability to effectively handle and maintain confidential matters and information
• Demonstrated ability to use accurate and great judgment, discretion, and reasoning, as well as make sound business decisions, comprehend, and follows directions and instructions
• Demonstrated ability to conduct and facilitate effective meetings, sales and customer service training classes
• Ability to work in a fast-paced, high performance and changing environment, and must be able to adapt to change
• Must be able to demonstrate and maintain a positive composure and consistently demonstrate professional appearance, demeanor, image, and consistently represents the CTB Brand
• Ability to produce accurate and organized work with minimum supervision
• Must be a self-starter who is self-motivated and directed with the ability to handle multiple tasks; goal oriented with the ability to produce quality results, meet all established goals, objectives, deadlines, and expectations; ability to comply with all bank policies, procedures, regulations, and laws
• Ambitious with a strong work ethic and high integrity, positive behavior, ability to work both independently and as a part of a team in a collaborative environment; detailed-oriented with excellent time management and strategic planning skills
• Exceptional creativity with the ability to prioritize work and meet deadlines
• Must be mature, flexible and energetic with a competitive and winning spirit
• Assertive and demonstrates initiative with the ability to work through situations and find win-win solutions
• Ability to travel to all financial centers regularly

Citizens Trust Bank is committed to investing in our employees, cultivating a rewarding professional team and a results-oriented work environment that is based on respect, accountability, and high-quality performance. We offer competitive compensation and a comprehensive employee benefits package for our full-time employees. Our benefits package includes the following:

• Medical, Dental, Vision and Prescription
• 401(k) Retirement Plan
• Life Insurance
• Accidental Death & Dismemberment
• Short&/Long Term Disability
• Flexible Spending Plan
• Paid Time Off, Vacation and Holiday Pay
• Tuition Reimbursement
• Employer Assisted Housing Program

EEO/AA

• Wholesale Membership Program
• Wellness Program
• Employee Assistant Referral Services (EAP)
• Legal Shield Program
• Group Cancer & Accident Insurance Programs
• Worker's Compensation Program
• Free Banking Services
• Awards and Recognition Programs
• Training & Development Programs and much more