North Shore Bank is about helping families thrive, businesses grow and communities flourish. We are dedicated to championing our customers, empowering them to bank their best life, and supporting the community we all share. And it’s our employees that make the difference. With offices located throughout eastern Wisconsin and northern Illinois, we offer a work culture that has been recognized as a Top Workplace twelve times by the Milwaukee Journal Sentinel.

As a mutual company, North Shore Bank isn’t publicly-owned, which means when we come to work every morning, our sole focus is on providing high-touch service to our customers and employees, and supporting our local communities. Are you looking for a company that places long-term growth ahead of short-term profits? Where you can put your customers first and think creatively to solve challenges? Where respect, integrity and being true to your word are valued and rewarded? This is the place.

SUMMARY: Responsible for the overall performance of the branch office including sales production, quality of service and operational standards. Directs the activities of branch staff to facilitate production goals and ensures the delivery of exceptional customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES North Shore Bank’s Position Descriptions are intended to describe only the major responsibilities of the job. You may be expected to perform other duties specified by your manager. Everyone is expected to contribute whatever efforts necessary to operate efficiently and effectively to insure the success of North Shore Bank.

Management

• Establish objectives for assigned business area in collaboration with District Managers and develop plans that will accomplish objectives
• Ensure that sufficient resources, including staffing and sales support, are available and efficiently deployed.
• Coach direct reports, motivating them and training them on effective practices and processes and to achieve business plan objectives.
• Monitor performance and provide feedback, including conducting performance evaluations for direct reports and collaborating on others as required. Take remedial actions as required to address deficiencies.
• Consistently communicates all necessary information to the staff by scheduling regular staff meetings and/or seminars for the purpose of informing staff and/or customers of current promotions and business practices.
• Keep abreast of current financial and economic conditions in market place and business sector.
• Ensure all staff meet referral expectations; provide coaching to improve effectiveness of referrals; and develop remediation plans when necessary.

Operations

• Coordinates and monitors physical security, insures adherence to established policies and procedures, adherence to accounting controls, quality of customer documents and compliance with the Bank’s credit controls; corrects any deficiencies on a timely basis. Opens and closes the branch as needed.
• Responsible for the implementation and monitoring of effective internal controls for the branch including but not limited to protection of all funds, physical assets and property of the branch. Assures adequate maintenance and repair of branch facilities and equipment.
• Coordinates and supervises teller operations by delegating responsibilities, holding branch staff accountable for their duties. Can perform in a CSR role if required.
• Handles complex and non-routine inquiries by branch staff and customers concerning bank policy and operating procedures; research and solve customer problems.
• Handles unusual or difficult customer situations through direct personal action or referral to the appropriate department.
• Keeps abreast of Bank products/services and insures that all changes and/or additions are thoroughly communicated to staff.

Sales and Referrals

• Performs essential duties and responsibilities of Personal Banker as required.
• Uncover needs of customers through effective use of profiles and established bank sales processes and meet or exceed profile goals that are set.
• Meet branch and personal point goal through effective use of internal prospect lists and other bank sales processes. This includes work perks and other collaborative marketing opportunities.
• Ensures all staff meet referral and point expectations, provides coaching to improve effectiveness of referrals and point generation, and develops remediation plans when necessary.
• Develops and leads execution of specific sales plans in collaboration with District Manager to meet and exceed goals.
• Ensure the effective utilization of Business Partners in branch.
• Develops opportunities and participates in community involvement activities.
• May participate in small business development efforts under direction of business relationship sales manager and assist business relationship manager with outside sales efforts.

Financial

• Collaborate with the District Manager in the development of the annual branch budget. Prepare and monitor monthly budget variance report. ****

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

A high school diploma or its equivalent is required. A bachelor’s degree from an accredited four-year college or university, in a business related discipline, is preferred. Requires at least three years of demonstrated effective management skills, including the ability to coach others to achieve business and individual goals. Must have excellent customer service and time management skills. Requires at least three years of sales experience with an emphasis on building customer relationships. Must have thorough knowledge of financial concepts, and ability to use a variety of desktop automation tools. ****

CERTIFICATES, LICENSES, REGISTRATIONS:

A Life license is preferred. This position may require registration through the National Mortgage Licensing System (NMLS) under the terms of the SAFE Act of 2008. Applicants must (1) have an active NMLS ID that is in good standing, and can be transferred to North Shore Bank's registry, or (2) must be willing to register prior to start date. Your employment with North Shore Bank is contingent upon successful registration and annual re-registration thereafter.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, sit, and talk or hear. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus. This position also requires the ability to operate a motor vehicle for traveling between branches and to various community events.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Required Skills

Required Experience

• PREVIOUS CUSTOMER SERVICE EXPERIENCE

• At least 18yrs old, with a High School Diploma or G.E.D.

• English proficient, other languages may be required

• Terminal and Airport operations knowledge and experience preferred

• Retail and/or Hospitality work experience required

• Able to stand 3-4 at a time

• Reading & comprehension of reference materials, instructions, policies & procedures

• Valid US work authorization

• Professional demeanor and exceptional presentation

• Flexible schedule & availability

• Background Check, Fingerprinting required

• Drug Screen required prior to the day of hire