Assistant Branch Manager

At WMCB, we are Where Relationships Matter - the Assistant Branch Manager is responsible for delivering—and leading the team in delivering—exceptional customer service while ensuring accurate and efficient transaction processing, account opening, and account servicing. This role supports and oversees daily branch operations, internal sales and referral activities, and the supervision, development, and performance of branch staff.

Specific Job Functions & Responsibilities Customer Service: Consistently exceed and lead the branch team in exceeding customer expectations by providing hospitable, responsive, and professional customer service for all in person, phone, and electronic interactions with customers. Assist with basic and complex customer questions and/or issues relating to customer accounts while demonstrating the ability to resolve problems and prevent customer dissatisfaction, refer escalated issues to the branch manager.

Operations: Maintain and lead the branch team to have a strong knowledge of and compliance with bank policies and procedures. Maintain highest level of knowledge with bank processing systems. Provide and lead the branch team to have a high level of accuracy with account opening and maintenance including documentation, customer due diligence, and 2nd Reviews.

Maintain a strong knowledge of specialty account types such as Trust, Health Savings Accounts, IRA’s, Business, and the documentation required to open, maintain, and transact on them. Manage the reporting and tracking of sales and referrals. Lead in problem solving for a smooth daily operation of the branch. This includes employee related issues, technology issues, and furniture and equipment issues escalating when needed.

Sales and Referrals: Maintain strong knowledge of bank products and services and hold branch team accountable for maintaining the product knowledge required to serve customers effectively. Lead the team in identifying customer needs across transactions, account opening, servicing, and problem resolution, and add value through appropriate product and service recommendations.

Maintain NMLS licensing, process consumer loan applications, and exercise assigned underwriting authority. Make and lead the team in making appropriate referrals to specialized departments including retail lending, commercial lending, treasury management, and wealth services. Assist the Branch Manager in managing the branch book of business through outbound customer communication and preparation of personal and business account reviews.

Supervision/Leadership: Lead in the training and development of branch employees. This includes utilizing internal and external tools and resources. Respectfully advocate for the customer, branch and bank employees, and the bank. Assist Branch Manager with Community involvement by organizing, managing, participating in and leading team engagement in community events.

Develop trust and influence across all levels while fostering a collaborative culture. Demonstrate professionalism and consistently model and uphold the Bank’s Core Values Must complete all required annual training Follow required federal and state regulations and related internal policies and procedures Required Skills/Abilities Leadership and team development abilities Exceptional communication skills in both oral and written form Strong customer service, problem solving and analytical skills Attention to detail and accuracy Sales and referral identification skills Ability to work as a team with other staff members Education/Experience Required High School Diploma or equivalent Minimum of 2-3 years of banking experience including customer service and leadership responsibilities Compliance All associates have a responsibility to understand the Bank’s BSA/AML Program, the procedures outlined in it, and to follow the Program and procedures in carrying out their duties.

When an associate has supervisory responsibilities, he or she will make certain that his/her staff understand the responsibilities to comply with applicable regulatory issues and internal programs, policies and procedures. Any associate that fails to adhere to the BSA/AML Program or commits other violations of the Code of Conduct may be subject to disciplinary action up to and including termination.

Physical Demands The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is an on-site position. Must be willing and able to travel to all branch locations.

While performing the duties of this job, the employee is regularly required to sit, stand, use hands to touch, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Notice Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform in this position successfully, the employee will possess the abilities and aptitudes to perform each task proficiently. Ability means to possess and apply both knowledge and skill. This position description has excluded the marginal or peripheral functions that are incidental to the performance of primary functions.

All requirements are essential to the function of the position. This position description describes the minimum selection requirements to qualify for the position. However, promotion and other employment decisions are also based on Bank needs, being in good standing, fully competent performance, and other non-discriminatory issues.

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees. This position description does not create an employment contract, implied or otherwise than an “at will” employment relationship.

*This job description does not list all of the functions of the job. Management often assigns additional duties. This job description may be revised at any time. West Michigan Community Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.

Job Type: Full-time Physical Setting: Office Work Location: In person