Financial Solutions Sales & Service Manager

As a First Commonwealth Sales & Service Manager reporting to a Branch Manager Business Banking 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 Centers 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 everyones 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 theApply