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First Commonwealth Bank · 3 months ago

Financial Solutions Center Manager

Massillon, OH

Full-time

Onsite

Mid, Senior Level

3+ years exp

First Commonwealth Bank is committed to improving the financial lives of their neighbors and their businesses. The Financial Solutions Center Manager will lead a team, drive small business sales, and ensure a high-quality customer experience while managing operations and compliance.

Banking

Responsibilities

Grow Small Business Relationships – 40% of your time will be spent establishing and growing relationships with the small businesses in your community. You will do this through the following activities:

Network and leverage centers of influence

Build real relationships with your existing customers (book of business)

Be active in your community

Maintain a consistent small business lending pipeline to reach your goals and grow your balance sheet

Plan, set and conduct outbound calls and appointments; send thank you notes; quickly follow up and document your activities in Synapsis

Actively prospect to grow your BOB using various tools

Work with your business partners to deepen relationships by identifying solutions and facilitating introductions

Grow Consumer Relationships – 30% of your time will be spent establishing and growing consumer relationships through the following activities:

Execute on BUILD, 8 Step Sales Process and our Customer Service Promise

Develop, train and empower your team to grow existing and new customer relationships by driving sales conversations and activities

Engage with existing business customers to uncover personal opportunities

Be relentless in following up to deepen relationships and grow your consumer balance sheet

Ask for referrals from your existing customers, thanking them and following up with them

Developing Your Team and Yourself – 20% of your time will be spent ensuring that you and your team are engaging in the right activities to drive growth, both in balance sheets and in yourselves. This will happen by:

Planning your day and scheduling your team effectively and efficiently

Always looking for new, talented professionals who would bring value to FCB

Effectively onboarding new employees to ensure a positive start to their career here; manage both the experience and the details

Continuously assessing the skills of your team, providing consistent, valuable and honest feedback for their improvement

Holding employees accountable for their results and develop actions plans for success; celebrate their successes

Investing in the individual development of your employees through formal and on the spot coaching, training and modeling behaviors

Manage Operations and Compliance – 10% of your time will be spent ensuring your office is a well-oiled machine. You will do this by:

Partnering closely with your OSC to manage risk and adherence to our policies and procedures for the safety of our employees and customers while protecting the bank

Coaching your team and modeling the right conversations to have with customers around NSF/OD and other fee retention

Providing oversight and training, and as appropriate, delegating responsibilities and tasks to your team: monitor for adherence

Guiding your team to deliver on the Customer Service promise; follow the “One to say YES and two to say NO” rule; ensure every employee takes responsibility and serves as the single stop toward problem resolution

Customer Experience – every day, every customer, every interaction you will always have the following at the top of your mind:

Live our Mission and Core Values

Be a Champion of our Customer Service Promise to Put Customers First, Be Relentless, Inspire Confidence, Champion Simplicity and Obsess with Yes

Increase the sales effectiveness and efficiency of your team by championing BUILD, the 8 step sales process and conducting consistent outbound calling

Promptly follow-through and ensure you are the single contact for problem resolution

Follow the “One to say YES, two to say NO” rule

Maintain the highest standard of conduct

Qualification

Customer-centric salesTeam developmentRelationship buildingSolutions-based salesMicrosoft OfficeProfessionalismResourcefulnessTechnologically savvyCommunicationMotivated to learn

Required

An associate's degree or equivalent experience

Three (3) or more years of relevant experience in a customer-centric sales environment with a proven track record of leading, exceeding assigned goals, and developing talent

Excellent communications skills, passionate about helping others, motivated to learn, solutions-based sales skills, professionalism, resourcefulness, exceptional relationship-building skills, ability to excel in a complex and dynamic environment

Technologically savvy (i.e., Microsoft Office, Internet, mobile technology, bank systems)

Must register and maintain current registration with the National Mortgage Licensing System & Registry (NMLS)

A valid driver's license and local and/or regional travel required