A bank manager, commonly called a branch manager, has the responsibility as the on-site expert for all operations of the bank, and problems that may arise in any single part of the daily operation of the branch fall squarely on the desk of the manager. Knowing the potential problems will enable the bank manager to prepare for dealing with them or avoiding them altogether.
Bank managers embody the highest level of the bank as a whole to the customers. Any customer service issue that is not accurately and satisfactorily handled by the tellers, officers and other staff becomes the responsibility of the manager. Oftentimes, explaining the bank's terms and conditions to a customer is required. Sufficiently answering inquiries and smoothing over issues with disgruntled account holders helps satisfy and retain banking customers.
Hiring Bank Employees
Hiring bank tellers and credit officers is sometimes handled at the corporate level for many large banks. For smaller banks, the duties to recruit and hire employees is a part of a bank manager's duties. Hiring employees to work in a financial institution entails many of the same challenges as hiring for other positions, but the added necessity to find, vet and hire bank employees come with the responsibility of trust and accuracy. Bank managers need to know what details of an applicant's background prove the candidate's ability to perform the job and which past issues would prevent them from trusting the applicant with the sensitive account information to which they would have access.
Accuracy is among the most important attributes of a bank's staff. Employees must exemplify precise accounting skills as well as fluency in the bank's terms and policies. The bank manager is responsible for making sure each of the staff members is current in her knowledge of operational standards, abreast of bank promotions and recent changes, as well as the employee's customer service duties. Identifying and correcting employee incompetency is the job of the branch manager. His ability to rectify any issues through training saves the hassle of having to deal with an unsatisfied or misinformed customer later.
As the highest ranking officer on site, the bank manager has the duty to correspond with entities within the corporation outside of the branch. A customer with a concern may elect to call a corporate phone number or send a letter or email message to a corporate site versus contacting the branch directly; however, the bank manager will be charged with fielding the customer's inquiry and following up with the customer inside the branch. In other cases, loan applications and other matters that require approval by a group outside of the branch will be communicated to the bank manager to keep the customer apprised of the progress.
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