Job Description

Job Title: Assistant Retail Banking Manager

Department : Aspen Retail Sales

Status: Non-Exempt

Salary Range: $59,980 – $87,620

Position Summary

The Assistant Retail Banking Manager is a full-time, non-exempt position requiring strong customer service and management skills. This role oversees a team of Universal Banking Specialists at the Aspen branch, who handle both new accounts and teller duties. Key responsibilities include supervising scheduling, ordering cash, conducting performance reviews, training team members, and providing overrides. The Assistant Retail Banking Manager will collaborate with the Retail Banking Officer to motivate employees, develop their skills, and inspire the team to meet the Bank’s strategic goals.

Essential Duties and Responsibilities

Must be proficient and able to perform all essential duties and responsibilities of the Universal Banking Specialist III. In addition, this position will:

Supervisory Duties:

• Supervise, coach, motivate, and train the Universal Banking Specialists in compliance with all bank policies.
• Ensure team members deliver quality customer service at all times and meet performance standards for cash handling and transaction processing. 
• Oversee teller operations, ensuring all staff balance their drawers, process transactions correctly, and meet the required performance standards for cash handling and customer service.
• Monitor and approve team timecards, PTO requests, and ensure proper scheduling to maintain adequate coverage and operational efficiency.
• Lead the team to meet and exceed business development goals, providing coaching and support for product cross-selling and customer retention.
• Perform surprise audits and ensure proper branch monitoring activities, such as reviewing daily reports to confirm team members’ responsibilities are being met in compliance with bank policies and regulations.
• Ensure all tellers and vaults are balanced prior to closing for the day, and assist with discrepancies or corrections as needed.
• Assist with resolving escalated customer issues or complex transactions, ensuring issues are handled with professionalism, tact, and discretion.
• Provide feedback on team performance to senior management, assist in performance evaluations, and identify areas for improvement.

Deposit Operations:

• Oversee daily teller activities, ensuring proper cash handling, transaction accuracy, and adherence to bank policies.
• Accurately prepare and verify outgoing cash shipments and incoming shipments, including foreign currency and branch orders, ensuring timely and accurate processing.
• Assist tellers in locating and resolving cash discrepancies, reviewing and approving large items, managing unusual transactions, and providing necessary overrides.
• Review, approve, and monitor branch NSF and Stop Payment reports daily, ensuring all transactions are processed according to established policies. 
• Ensure the proper operation and maintenance of ATM machines and cash recyclers, reviewing weekly reports on usage, and resolving any operational issues.
• Create, review, update, and utilize internal controls to ensure compliance with security procedures and regulations.
• Research fraudulent debit card transactions, dispute claims, and place holds or limit increases/decreases as required.
• Assist in the resolution of any discrepancies or fraud-related issues involving debit cards, including placing travel exceptions and processing disputes.
• Assist with domestic and international wire transfers, ensuring compliance with procedures, handling customer inquiries, and working with the Wire Team when necessary.
• Review and process customer debit card transactions, including issuing Stop Payments, increasing/decreasing limits, and ensuring compliance with fraud prevention protocols.

Retail Sales:

• Provide high-quality customer service and assist with identifying customers’ banking needs, offering appropriate solutions, and resolving issues as they arise.
• Act as a backup to the Sales team, opening all deposit accounts and assisting customers with account-related queries, product features, and service offerings.
• Promote Timberline Bank products and services, including non-interest income products such as merchant services, credit cards, and lead the preparation of RFPs.
• Offer expertise in business banking solutions, including business online banking, remote deposit capture, wire transfers, and mobile banking.
• Lead the team in promoting business banking solutions and building strong customer relationships, identifying opportunities for sales growth.
• Actively promote the benefits and services of ATM cards, direct deposit, and certificates of deposit to new and existing customers.
• Lead training sessions for new account openings, ensuring team members are proficient in the process and have the necessary tools to educate customers on available services.
• Order new account kits and manage related materials to ensure all customers have access to necessary account resources.
• Lead customer presentations, including product demos and solution training for business customers, ensuring clarity and ease of understanding.
• Conduct client meetings on cash management products, including equipment and software installation, and provide troubleshooting and technical support as needed.
• Assist with the setup and maintenance of business cash management services, including ensuring system configurations are accurate and troubleshooting any technical issues.
• Provide ongoing support to business clients, building strong relationships and assisting with cash management product support, service maintenance, and troubleshooting as necessary.
• Maintain complete confidentiality regarding sensitive customer and proprietary information.
• Ensure compliance with security, audit, and regulatory procedures when interacting with customers and handling sensitive data.
• Travel to client locations as needed for equipment setup, training, and troubleshooting cash management solutions, maintaining professionalism in all interactions.

Required Knowledge and Expertise

→ High School Diploma or GED.

→ Colorado Notary preferred.

→ Banking Knowledge: Expert understanding of complex banking services, including advanced business solutions, cash management, and regulatory compliance.

→ Communication and Organizational Skills: Exceptional ability to communicate clearly and manage multiple priorities, with strong organizational skills and the ability to handle intricate problem-solving scenarios.

→ Team Collaboration: Proven leadership in fostering team collaboration, including training new team members and supporting team development while maintaining positive team dynamics.

→ Regulatory Knowledge: Extensive knowledge of banking regulations and compliance requirements, with the ability to oversee and ensure adherence to these standards across various banking functions.

→ Ongoing Education: Strong commitment to continuous learning and professional growth to remain at the forefront of banking practices and industry regulations.

Why Timberline?

At Timberline Bank, we're more than just a local bank—we're a vibrant community dedicated to exceptional service. Our motto, "Better, Faster, Easier—Always," reflects our commitment to delivering excellence with a personal touch. As a locally owned institution, we take pride in treating each customer as an individual, not just an account number. At Timberline Bank, our culture revolves around empowering our team from within, as seen in our commitment to internal promotions and our tiered departments that offer room for growth. We are a community-focused bank that actively reinvests in local initiatives, demonstrating our dedication to the areas we serve. As trusted advisors, we aim to teach our customers the rule book of banking, helping them achieve their financial goals and guiding them on how to reach their targets. We believe in enjoying our work and celebrating success together, whether through internal events, recognizing milestones, or participating in our sports and book clubs. At Timberline Bank, you'll find a workplace that values personal growth, community involvement, and a collaborative spirit.

What We Offer:

→ Central Location: Our office is on Aspen’s main street, allowing for regular team outings like winter sports, hiking, team dinners, and barbecues.

→ Comprehensive Insurance: 100% employee-paid premiums for vision, dental, and health insurance (2 out of 3 plans fully covered), plus life, accidental death & dismemberment, and short/long term disability insurance.

→ Paid Time Off: Start with 16 days of PTO per year from day one, with potential for growth and paid bank holidays.

→ 401(k) Plan: Eligibility after 6 months of employment, with a 5% match in Timberline Bank stock.

→ Clubs and Activities: Join our Hiking or Mountain Biking Clubs, with bank-sponsored rides/trips open to all branches.

→ Ski Pass Contribution: An annual contribution of up to $300 towards a ski pass.

→ Gym Reimbursement: Our gym reimbursement program covers a wide network of gyms and fitness centers ($400.00 contribution per year)

→ Employee Assistance Program (EAP): Access to employee & dependent counseling services, will preparation, worldwide travel assistance, and an employee discount marketplace.

→ Tuition Reimbursement: Up to $1,000 per semester for completed classes and/or job-related training

**Pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules, the salary range above represents the low and high end of the salary range for this  position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range  listed is just one component of the total compensation package for employees. Incentives based on Timberline Team goals may also be offered. In addition, Timberline Bank  provides a variety of benefits to full time employees, including health insurance coverage, vision insurance, dental insurance, life and disability coverage, 401K plan, paid holidays  and paid time off.

Equal Employer Opportunity Statement

Timberline Bank prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran  status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. All job requirements in the job description provided  indicate the minimum level of knowledge, skills, and/or abilities deemed necessary to perform the job competently. Job descriptions are an overview of the duties, responsibilities,  and requirements of the position. Employees may be required to perform other job-related assignments as requested. OUR COMPANY ADHERES TO A POLICY OF EMPLOYMENT  AT-WILL, WHICH ALLOWS EITHER PARTY TO TERMINATE THE EMPLOYMENT RELATIONSHIP AT ANY TIME, FOR ANY REASON, WITH OR WITHOUT CAUSE OR NOTICE.

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