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Retail Manager 255

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Job Details
Job Order Number
Company Name
Heartland Bank and Trust Company
Physical Address
1725 Fort Jesse Road
Bloomington, IL 61701
Job Description

Position Summary

Retail Managers are directly responsible for the staffing, culture, and overall performance of the branch, including but not limited to building customer loyalty. Their daily activities center around 2 primary areas of focus: developing business and developing retail personnel.

Retail Managers are responsible for developing business within the community they serve. They collaborate with area market leaders to identify business development opportunities in the area and are the primary Heartland Bank retail contact for coordination participation in these events.

In addition, Retail Managers provide leadership, direction, and coaching to build loyalty and capacity of the branch staff to ensure that all business development/ A+ Customer Experience efforts are successful. Retail Managers equip, coach, and develop branch staff to attain their professional goals, maintain high standards of professionalism, demonstrate accountability, and provide exceptional service. They  will ensure the compliance of all staff to Heartland Bank policies and established industry regulations. Retail Managers will concern themselves with developing necessary bench strength of all positions within their branch and throughout the Heartland Bank organization such that promotable, qualified candidates are able to be identified internally to satisfy staffing needs.

Essential Job Functions

  • Collaborate with the Retail Support Team and retail staff to establish attainable sales goals
  • Collaborate with Marketing to ensure successful sales campaigns and coordination of Heartland Bank and Trust-sponsored events
  • Conduct weekly sales meetings
  • Ensure that daily huddles are conducted to rally team spirit and focus efforts
  • Promote the A+ Customer Experience program enthusiastically
  • Ensure that merchandising and ACE displays are properly placed in the office for SIF and FIF
  • Promote the use of Tell-a-Friend, using our manual or digital channels.
  • Provide exceptional customer care (both internal and external) in a manner that satisfies individual needs of each customer and builds loyalty to Heartland Bank. This includes greeting customers and answering the phone promptly and professionally
  • Exercise good judgment and stay alert to possible fraud and take steps to avoid fraud
  • Maintain a well-developed working knowledge of the complete line of products and services offered by the Bank throughout the branch and take responsibility to stay up to date on these
  • Partner with the Retail Support Team to ensure all branch efforts are aligned with the strategic direction of Heartland Bank
  • Conduct all performance reviews of retail staff that include individual development plans
  • Assist other branches as needed for staffing which may include travel
  • Attend Retail Management meetings as they are scheduled
  • Ensure Branch implements, observes, and understands all internal audit functions and procedures. Ensures internal audit guidelines are followed by all retail staff and that the Branch receives an acceptable internal audit rating
  • Verify that all policies and procedures are followed, and that risk of fraud is minimized

Manager Essential Job Functions

  • Ensures department or branch compliance with all Bank policies and procedures, as well as, all applicable state and federal banking regulations
  • Staffs all functions within department or branch
  • Ensures proper training, coaching, counseling, feedback, recognition, and leadership are provided to department or branch staff
  • Manages budget and invoices of the department or branch
  • Demonstrates the ability to independently make and communicate sound decisions based upon Bank policies, knowledge, and experience
  • Establishes an environment that creates incentives for, and eliminates barriers to, a team environment
  • Manages multiple tasks and responds to pressure and change with poise and confidence
  • Ensures that departmental or branch goals are in alignment with those of the larger organization and department or branch performance is monitored to ensure success
  • Educates staff about organizational changes and assists them in assimilating
  • Builds consistency in providing appropriate solutions, new policies, and procedures throughout the department or branch

Core Essential Job Requirements

  • All employees must be able to relate well to customers and coworkers in a positive atmosphere of mutual respect without exhibiting behavioral extremes and be able to respond appropriately to direction and criticism from a supervisor
  • Provide exceptional customer care (both internal and external) in a manner that satisfies individual needs of each customer and builds loyalty to Heartland Bank
  • Positively promote Heartland Bank within the community
  • Maintain confidentiality of all customer and employee information
  • Respond positively to feedback and redirection
  • Fully utilize systems, tools, training, and resources provided to maximize potential
  • Assist other departments as needed
  • Speak English clearly
  • Demonstrate regular attendance and punctuality
  • Make calls on customers and non-customers to develop new business and to enhance relationships with existing customers
  • Participation various professional associations (exempt-employees) and community activities to enhance the Bank’s image and to further personal development

Education and Experience Requirements

  • Associate’s Degree preferred or equivalent combination of education and experience

  • Minimum 3 years’ experience in Banking
  • Minimum 3 years’ experience in Sales/Marketing/Retail
  • Must comply with all requirements of the SAFE Act and obtain a Unique Identifier from the NMLS

Physical Requirements

  • Regularly: standing, talking, hearing, feeling/touching, vision – close, peripheral, depth, ability to adjust focus
  • Frequently: walking, lifting objects up to 30 pounds
  • Occasionally: sitting, climbing and/or balancing, reaching with arms and hands, stooping, kneeling, crouching, and/or crawling


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