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Responsible for demonstrating and ensuring all team members provide an excellent customer experience reflective of U.S. Bank culture and core values. The primary duty of this role is to lead and manage branch(es) to ensure that goals are met and to ensure compliance with all banking laws and regulations. This role will regularly coach, develop, mentor and train team members and exercise discretion with independent judgement in performing necessary duties. Responsible for utilizing effective communication and critical thinking to identify financial resources for customers and fulfill those needs by providing direction and recommendations to appropriate products and services and helping individual and business customers reach their financial goals through collaboration with partners including wealth, business banking, mortgage, or payment services. Acts as leader for customer experience, provides motivation and direction for the team, expands customer base and promotes and participates in the local market/community to identify the needs and promote U.S. Bank products and services.

Essential Functions:

1. Empowers, builds, and inspires team through effectively communicating business goals, objectives and company performance results in a simplified manner. Leads with empathy and creates an environment where team members and clients feel valued. Sets and communicates individual employee performance expectations including performance goals and core behaviors. Swiftly zeros in on priorities through concise communication and eliminates roadblocks to optimize productivity. Interprets performance results and finds opportunities to drive success and holds team accountable to actions and results.

2. Effectively leads through change, can navigate ambiguity and demonstrates agility. Adapts leadership style to each situation to fit the needs of their team.

3. Leads individuals and teams to improved and optimal performance through regular multi-faceted coaching and development activities. Creates an environment that fosters teamwork, innovation and encourages collaboration with team members, including U.S. Bank partners.

4. Provides day-to-day management of team members and makes decisions regarding candidate selection, employee compensation, promotion, discipline and termination.

5. Adapts to new digital programs, products, services and technology platforms. Teaches digital fluency and financial literacy to team members and customers. Embraces opportunities to advocate for digital solutions focused on customer benefits of digital technology and drives initiatives to increase customer digital usage.

6. Responsible for planning and executing customer market share growth at branch level including building relationships and collaborating with partners that are centered around U.S. Bank products and services.

7. Demonstrates mastery at delivering an exceptional customer experience, deepening relationships, proactively identifying ways to add value for customers. Creates a culture of customer obsession with team members by providing a world class customer service experience. Actively observes customer experience within the branch and identifies opportunities to consistently exceed customer expectations. Uses influence with a focus on developing long-term relationships. Able to have proactive conversations with customers and manage their feedback.

8. Establishes, maintains and manages an effective advisory and service environment through the customer engagement model. Proactively communicates with customers to demonstrate possible alternative methods of product and service delivery to increase usage. Applies financial acumen, critical thinking and problem-solving skills to meet team members’ and customer’s needs. Maintains an in-depth knowledge of U.S. Bank products and services.

9. Partners with district, regional and divisional leadership, and others to ensure optimal utilization of human capital resources. Focuses on growing revenue, managing controllable expenses and growing the business, while exceeding customer expectations and focusing on becoming central in the lives of our customers.

10. Participates in local market/community activities to promote U.S. Bank growth and culture, ensuring that a strong local presence is present and encourages team members to utilize their volunteer time and engage with the community.

11. Ensures compliance with all banking laws and regulations and requires the same of all staff through continuous compliance training. Ensures documentation and/or reporting of all applicable transactions is within accepted quality standards of completeness and accuracy. Limits bank losses and overall exposure.

12. Requires National Mortgage Licensing Service (NMLS) registration under the terms of the S.A.F.E. Act of 2008 and Regulation Z and ongoing compliance with all legal or regulatory registration requirements, including, but not limited to maintaining a satisfactory criminal and credit record. Actively ensures compliance with the U.S. Bank Code of Ethics and all Anti-Money Laundering, Bank Secrecy Act, information security and suspicious activity reporting requirements, policies and procedures.

13. Actively participates in any required corporate and business line training in these areas. Follows account opening procedures and understands and follows internal suspicious activity referral requirements and processes, as required for this position. Actively works with customers to understand each customer's normal account activity, as appropriate for this position.

14. Performs other duties as assigned or required.

This position requires National Mortgage Licensing System (NMLS) registration under the terms of the S.A.F.E. Act of 2008 and Regulation Z. You will be subject to the required registration process, which includes a criminal background and credit check. Failure to meet or maintain any of the NMLS registration requirements, including maintaining a satisfactory criminal and credit record, may result in a rescission of your offer or termination of employment.

Basic Qualifications
- Bachelor’s degree, or equivalent work experience
- Three to four years of experience working in a sales, retail management, or banking environment

Preferred Skills/Experience
- Thorough product/service knowledge and thorough knowledge of regulatory, policy and compliance issues
- Solid understanding of retail product philosophy, including policies, procedures, documentation, and systems
- Thorough knowledge of teller and platform functions, including but not limited to processing transactions, balancing cash, opening accounts, and sales techniques
- Effective analytical skills to evaluate credit requests, prepare budgets and determine trends in a given marketplace
- Effective interpersonal communication, leadership, relationship management, time management, sales activities management, and sales ability skills
- Ability to evaluate and resolve problems and issues with minimal guidance
- Demonstrated success in retail sales environment
- Working knowledge of employment practices including rewards and recognition, employee development, and change management

Location expectations
This role requires working from a U.S. Bank location for all scheduled work days.