Description
As a First Commonwealth Sales & Service Manager you will live out our Mission to improve the financial lives of our neighbors and their businesses. You understand the importance of the customer experience, and the role each employees plays in delivering on our Customer Service Promise every day. You have a passion for building relationships, educating, advising and identifying opportunities to equip our customers and employees with financial solutions that will help them achieve Financial Confidence. In partnership with your Branch Manager Business Banking, you will lead a Financial Solutions Center with effective communication, ongoing coaching and relentless execution on our mission and vision and drive development for your team members. With a high level of accountability for all aspects of your Center's success, you drive for high-performance results within a competitive and demanding financial solutions sales environment. You will lead your team to execute a well-defined plan for delivering the entire bank to your community. You will personally drive consumer sales through consistent and on-going development activities focused on expanding existing customer relationships and engaging new prospects to win both their personal and business related banking relationships.
What Great Looks Like in this Role
As an SSM, your days will be divided into 5 essential job functions:
1. Deepen Consumer Relationships – 30% of your time will be spent growing relationships with your existing customer base. You will do this through the following activities:
a. Stay connected with customers through onboarding and outbound calling
b. Achieve assigned outbound calling expectations
c. Generate consistent and meaningful appointments weekly including prospects
d. Identify partner referrals by asking purposeful questions
e. Uncover consumer lending opportunities, with an emphasis on real estate secured
2. Grow Consumer Relationships – 30% of your time will be spent establishing and growing consumer relationships through the following activities:
a. Manage your assigned Top 500
b. Ask for referrals from your existing customers, thanking them and following up with them; advocate for the Refer-A-Friend program
c. Utilize marketing campaigns to inform customers about our products
d. Use effective research, tools and techniques for prospecting
e. Champion Line Leadership and lead by example using our BUILD conversation framework
f. Own partner relationships
3. Developing Your Team and Yourself – 25% 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 engaging in the following activities:
a. Take ownership of your own development
b. Assist employees with their Pathways progression
c. Provide on-going formal and on the spot coaching
d. Attract, acquire, retain and develop talent
e. Demonstrate and role play with team members regularly
f. Assign individual goals in collaboration with your BMBB
g. Celebrate everyone's accomplishments and successes
4. Manage Operations and Compliance – 15% of your time will be spent ensuring your office is a well-oiled machine. You will do this by:
a. Always being dedicated to protecting the privacy and security of our customers
b. Oversee proper completion of all account opening and loan documents, and transaction processing
c. Manage NSF/OD and other fee retention by ensuring the team is having the right conversation
d. Oversee proper cash handling, teller differences and dual control guidelines; managing internal controls;
e. Delegate and oversee responsibilities for others to learn internal controls
5. Customer Experience – every day, every customer, every interaction you will always have the following at the top of your mind:
a. Live our Mission and Core Values
b. Be a Champion of our Customer Service Promise to Put Customers First, Be Relentless, Inspire Confidence, Champion Simplicity and Obsess with Yes
c. Increase the sales effectiveness and efficiency of your team by championing BUILD, the 8 step sales process and conducting consistent outbound calling
d. Promptly follow-through and ensure you are the single contact for problem resolution
e. Follow the “One to say YES, two to say NO” rule
f. Maintain the highest standard of conduct
Bona Fide Occupational Qualifications
1. An associate's degree or equivalent experience.
2. 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.
3. 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.
4. Technologically savvy (i.e., Microsoft Office, Internet, mobile technology, bank systems).
5. Must register and maintain current registration with the National Mortgage Licensing System & Registry (NMLS). The NMLS website (mortgage.nationwidelicensingsystem.org) provides the MU4R questions and registration required for employment in this position.
6. A valid driver's license and local and/or regional travel required.
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)
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