Branch Experience Manager

Description

Position Summary

The Branch Experience Manager is responsible for leading the customer and employee experience at a single branch location. This role provides hands-on leadership to branch staff, ensuring exceptional service delivery, operational excellence, and strong community engagement. The Branch Experience Manager works closely with the Retail Experience Manager to execute bank-wide service standards and initiatives while maintaining accountability for day-to-day branch performance.

Key Responsibilities

Branch Experience & Service Leadership

• Own and lead the customer experience for the assigned branch location
• Ensure consistent execution of service standards, policies, and procedures
• Champion a customer-first culture focused on relationship building and retention
• Identify service gaps and implement improvements to enhance the in-branch experience

Branch Operations & Oversight

• Oversee daily branch operations to ensure efficiency, accuracy, and compliance
• Monitor workflow, staffing coverage, and service levels
• Ensure branch readiness for audits, exams, and internal reviews
• · Partner with Operations, Compliance, and IT to support branch needs and initiatives
• · This role will be fully cross-trained in Universal Banker responsibilities, providing knowledgeable backup support and continuity across branch operations

Team Leadership, Coaching & Development

• Lead, coach, and develop branch staff through observation, feedback, and mentoring
• Support onboarding, training, and cross-training of branch employees
• Reinforce accountability through clear expectations and performance feedback
• Foster a positive, engaged team environment aligned with the bank’s values
• Conduct performance evaluations and issue corrective action, as warranted

Customer Support & Issue Resolution

• Serve as the escalation point for customer experience concerns at the branch level
• Resolve issues with professionalism, empathy, and sound judgment
• Ensure timely follow-up and documentation of escalated situations

Sales Support, Relationship Management & Business Development

• Support branch sales efforts
• Deepen customer relationships across personal and business customers
• Actively participate in business development activities, including:
  • Identifying and pursuing new business and deposit relationship opportunities
  • Participating in business visits, partner calls, and community networking alongside Business Partners or independently as appropriate
  • Building and maintaining relationships with local businesses, professionals, and comm
• Assist with personal and business account openings while ensuring accuracy and compliance
• Uncover customer needs and recommend appropriate products and services
• Support onboarding of new customers, including digital banking adoption and relationship expansion
• Represent the bank professionally within the community and serve as a visible ambassador for the branch

Reporting & Collaboration

• Provide operational and experience-related reporting to the Retail Experience Manager
• Share insights, trends, and recommendations to improve branch performance
• Assist with implementation of new systems, processes, and bank initiatives

The job duties listed are in no way all encompassing. Other duties, responsibilities and qualifications may be required and/or assigned as necessary. This position requires regulatory compliance.

Requirements

Qualifications

• High school diploma or GED
• 3-5 years retail banking experience and branch leadership experience required
• Strong knowledge of branch operations, retail banking products, business banking products, and compliance requirements
• Proven ability to lead, coach, and develop exceptional teams
• Excellent communication, interpersonal, and problem-solving skills
• Hands-on leadership style with a strong customer-focused mindset

Preferred Experience

• College degree
• Experience in a community bank environment
• Experience supporting customer experience or service excellence initiatives

Physical Demands

• Frequent use of computer and other office equipment
• Frequent sitting and ability to stand for extended periods of time
• Ability to view computer screen, paperwork and cash
• Ability to perform fine manipulation when working with cash and other paperwork.

FVSBank is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation or protected veteran status.