Lobby Manager en SOUTHWEST BANK

Description

The Lobby Manager is responsible for the day-to-day management and leadership of the Universal Banker team, ensuring exceptional customer service, operational accuracy, and a sales-minded culture in the branch lobby. This role supports the Branch Manager by overseeing frontline staff, coordinating daily lobby operations, and actively contributing to branch growth. The Lobby Manager also helps drive customer satisfaction, employee development, and compliance with policies and procedures.

Key Responsibilities

Leadership & Staff Development

• Supervises, trains, and mentors the Universal Banker team, promoting high service standards and accountability.
• Supports the professional development of lobby staff through coaching, feedback, and ongoing training.
• Assists in scheduling, performance reviews, and staffing needs.
• Ensures frontline employees are well-versed in bank products, systems, and customer engagement techniques

Operational Oversight

• Oversees daily teller and new account operations to ensure accuracy, compliance, and efficiency.
• Serves as the escalation point for customer concerns or operational issues in the lobby.
• Implements and enforces policies and procedures, ensuring compliance with all regulatory and internal guidelines.
• Supports opening and closing of the branch, cash controls, audit readiness, and documentation accuracy

Customer Experience & Relationship Development

• Models and promotes outstanding service by greeting customers, resolving issues, and creating a welcoming lobby environment.
• Promotes bank products and services and ensures lobby staff are actively engaging customers with needs-based conversations.
• Develops and maintains deposit relationships and contributes to customer acquisition and retention.

• Assists with account openings for both consumer and commercial customers as needed.
• Participates in business development activities and calls in partnership with branch officers.
• Helps the branch meet performance, sales, and service goals.
• Represents the bank in community events and activities to enhance brand visibility and goodwill.                   

Branch Performance & Team Contribution

• Contributes to the fulfillment of branch and company objectives and goals.
• Promotes and maintains positive relations with all contacts—customers, employees, and the public.
• Collaborates with the Branch Manager and other departments to implement initiatives and improve branch operations.

Competencies

• Leadership – Effectively manages team performance and engagement
• Customer Focus – Demonstrates genuine care and ownership of customer satisfaction
• Team Building – Inspires collaboration and encourages growth within the lobby team
• Accountability – Takes responsibility for branch operations and outcomes
• Problem Solving – Handles escalations and operational challenges with sound judgment
• Communication – Communicates clearly and professionally with all audiences
• Sales Orientation – Promotes products and services aligned with customer needs
• Team Collaboration – Works well with others across all departments and branches.

Physical Requirements

• Ability to stand or sit for extended periods
• Must be able to lift up to 25 pounds (coin bags, cash drawers, office supplies)
• Visual and manual dexterity to operate computers, phones, and teller equipment
• Able to work Monday through Friday, with some Saturday or extended hours as needed

Working Conditions
Work is performed indoors in a climate-controlled, shared workspace with minimal noise, with occasional travel to branch locations.

Qualifications

Education / Qualifications / Experience

• High School Diploma or equivalent required; associate or bachelor's degree preferred
• Minimum of 3–5 years of banking experience, including teller and new account operations
• Prior supervisory or team leadership experience strongly preferred
• Proficiency in Microsoft Office and bank software systems
• Strong understanding of bank products, compliance expectations, and transaction processes
• Cash handling and customer-facing experience require