Financial Center Manager – Winbrook in Memphis, TN at First Tennessee Bank

Date Posted: 7/16/2019

Job Snapshot

Job Description

This position will support the Winbrook Financial Center (2015 East Brooks Road).

Financial Center Hours
Monday – Thursday 10:00am – 5:00pm
Friday 10:00am – 6:00pm
Saturday 9:00am – 1:00pm

Position Overview
The primary focus of the Financial Center Manager (FC Manager) is to develop and retain long-term and profitable customer relationships, to maximize financial center revenue growth and to manage both the day-to-day and long-term performance of the center and its employees. FC Managers deliver trusted financial advice and high levels of customer value by matching FTN products and services to customer needs and goals. Duties of the FC Manager include: proactively cross-selling existing customers; managing and coordinating all aspects of the customer’s financial relationship with FTN, including but not limited to financial planning, credit, deposits, small business products, investment and insurance products; partnering with the customer and FTN specialists to identify the customer’s specific financial goals, dreams and needs; delivering personalized product/service recommendations and working with the customer to implement financial plans either directly or by leveraging the appropriate FT specialists or alternate delivery channels; proactively monitoring ongoing customer needs and market trends; and meet individual and financial center sales goals; establishing goals and monitoring the performance of the center and individual employees; coaching, motivating and setting a FirstPower example for team members; holding and attending regular center, regional, and metro-wide meetings and disseminating information as appropriate; handling day to day staffing, scheduling and employee issues.

Duties and Responsibilities
Builds and Retains Customer Relationships:
Leads and builds trusted advisor relationships with current customers through needs identification and appropriate product recommendations using poised, confident communication and presentation. Demonstrates a personal interest in customers’ financial goals. Adjusts conversation and presentation style to customers’ personalities and interests. Demonstrates ability for acquiring and retaining profitable customer relationships. Cultivates long-lasting customer relationships by providing ongoing, proactive service of total customer relationship needs. Migrates all customers to alternative delivery options for routine banking transactions (e.g., Online Banking, Bill Pay, FirstLink, ATM), while still emphasizing the importance of the customer relationship. Meets or exceeds Sales Activity Minimum Expectations for FC Manager and individual sales goals. Owns the neighborhood by getting involved in the community and developing strategic approaches to selling the area that the financial center is in. Develops and maintains a leadership role in the community to further enhance FTN’s image and expand business development. Meets or exceeds Sales Activity Minimum Expectations for Financial Center Managers, as well as individual and financial center sales and customer service goals.

Delivers Customer Value/Consultative Selling:
Identifies customer financial needs using profiling skills and works with customer to develop and achieve financial goals and objectives. Becomes the customer’s trusted advisor for basic banking needs by thoroughly selling and cross-selling traditional banking products (e.g., deposits, credit, debit cards, small business). Becomes the customer’s point person for All Things Financial® by selling the benefits of non-traditional bank products such as Financial Planning, investments, and insurance and then completing a referral to the appropriate specialist teammates. Seeks FTN specialist expertise to supplement product and service recommendations as needed that will deliver greater customer value. Works with specialists to build customer understanding and confidence in recommendations and to close the sale. Introduces the customer to Financial Planning services and builds customer confidence in the process and plan outcomes. Supports Financial Planning teammates and the customer in preparation of the data gathering appointment. Follows up with customers to implement the delivered Financial Plan. Monitors customer information/products, financial plan and market trends to identify new customer needs and opportunities to deliver further customer value.

The financial center manager has a teamwork attitude and is committed to the FirstPower philosophy. As the sales leader of the financial center team, the manager should encourage, motivate, and train other team members. Drives and demonstrates ownership in financial center success.

Sales Coaching:
Provides leadership and focus for the financial center. Fosters and manages a sales-oriented environment by providing ongoing performance feedback for employees, generating enthusiasm and participation in all sales campaigns, and by owning the center neighborhood personally and as a team. Manages performance development of team and ensures that employees are rewarded and recognized appropriately. Meets or exceeds Sales Coaching Activity Minimum Expectations for Financial Center Managers.

Non-Sales Responsibilities:
Oversees all financial center functions including staffing and scheduling. Ensures that all policies and procedures are understood and adhered to by employees. Resolves customer issues with/for employees when manager intervention is deemed necessary. Adheres to all FTN Financial policies and procedures, ensuring financial center efficiency and successful audits. Meets or exceeds Non-Sales Activity Minimum Expectations for Financial Center Managers.

Requirements Education and/or Work Experience Requirements
• Bachelor’s degree or equivalent in related experience
• Two (2) or more years high performing sales experience demonstrated though sales awards, incentives and recognition.
• Experience in a financial services environment is a plus.
• Proven leadership ability, supervising two or more subordinate employees.
Advanced knowledge of First Tennessee Retail Financial Services;
• Thorough knowledge of financial center operations and fundamental understanding of general bank operations
• Proficient understanding of the components of Financial Planning, Deposit products, Credit products, Small Business products, Investment and Insurance products (depending on certification levels), and Alternative Delivery Options
• Ability to manage others and offer coaching and direction setting related to performance
• Consistently meets or exceeds individual and financial center sales and customer service goals
• Ability to disseminate information and guidelines clearly to employees and check for understanding
• Ability to work independently and collaborate effectively as a team member
• Ability to identify needs and make appropriate recommendations based on customer profiles
• Ability to effectively coach and counsel financial center employees, and to recognize the when each is required
• Ability to turn service and problems into sales
• Strong follow-up
• Manages complaints and problems to the satisfaction of customer’s and financial center employees
• Awareness of financial market trends (e.g., general state of market, rates, consumer concerns)
• Self-Motivated; sales goal oriented
• Excellent verbal (face-to-face and telephone) and written communication skills, interpersonal and relationship building skills
• Excellent consultative sales and cross-selling skills
• Financial market awareness
• Financial analysis skills
• Proficiency with PC based special applications

  • All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, gender stereo typing, and age. First Tennessee is an EO employer – M/F/Vets/Disabled.
  • Please view Equal Employment Opportunity Posters provided by OFCCP


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