Chief Retail Banking Officer

The Chief Retail Banking Officer (CRBO) is an executive level position responsible for the leadership of the Bank’s deposit strategy, culture, and overall customer experience.
The CRBO oversees the retail branch network, consumer banking, and the customer support center team.
The CRBO is responsible for providing the leadership, management, and vision necessary to ensure a quality customer experience balanced with proper operational controls to limit risk and gain efficiencies within the Retail Banking Division.
Works closely with the Company’s Chief Operating Officer, Chief Information Officer, Chief Operations Officer, Chief Risk Officer and reports directly to the CEO.
Responsibilities include, but are not limited to: Leads the strategic direction of the Retail Banking Division in alignment with the Bank’s Vision, Strategic Plan and Core Values.
Demonstrates daily a strong focus on core value alignment and the customer experience.
Responsible for the preparation, administration and monitoring of annual goals and budget for the Retail Banking division that aligns with the Strategic priorities of the Bank.
Leads the retail team to consistently achieve results, meeting or exceeding deposit production goals and metrics as outlined in the Bank’s strategic plan.
Responsible for maintaining a service and sales culture within the Retail Banking Division and for increasing the revenues and profits from the retail segments.
As such, regularly assesses the needs and recommends employee education and training to progress in the overall service and sales culture.
Regularly assesses the caliber of existing resources and determines the ideal organizational and talent structure to achieve success for the department.
Provides coaching and development for existing team to further accelerate their performance.
Demonstrates skillful leadership that integrates and aligns internal teams to deliver an exceptional customer experience while building customer relationships.
Develops internal relationships within and across teams to collaboratively achieve goals.
Encourages teams to identify and collaboratively act on opportunities to deliver error-free, timely and a quality client experience.
Works closely with business partners in growing deposits, loans, and sales of other bank products.
Collaborates on customer and employee issues.
Coordinates retail sales efforts across all business lines to provide customers with a full-service banking relationship.
Provides Bank customers with timely, responsive, and exceptional service in accordance with the Bank’s customer service standards.
Establishes and maintains key metrics associated with customer feedback through the Gallup customer satisfaction survey.
Strategically positions the Bank through identifying and pursuing competitive products and services.
Reviews innovations in the banking industry and evaluate their practicality and effectiveness.
Directs research into new product and/or concepts that can improve the customer experience or increase operating efficiency, profits, and/or market share and develop plans for implementations.
Develops an approach for consistently increasing revenue through deposit functions and based on market research.
Maintains awareness of market conditions and retail deposit trends to determine the funding and pricing strategy for the Bank.
Serves as the Pricing Committee Chair.
Responsible for the overall company plan for our branch network including branch openings, closings, relocations, and reductions/additions in branch services.
Completes detailed analysis of our service areas to ensure we are meeting the needs of the community.
Conducts detailed trend analysis, modeling and forecasting to understand customer behavior as it related to deposit rates and products to effectively balance growing deposit, managing liquidity, and managing the net interest margin.
Provides expertise and guidance in the bank/branch acquisition due diligence and conversion efforts related to retail and branch network.
Provides oversight for the Customer Support Center with a focus on providing exceptional customer service through first-call resolution and meeting identified KPI’s.
Contributes to Bank’s overall management objectives by participating in various committees such as executive committee, & asset/liability committee, etc.
Represents the bank and provides leadership in key community activities and committees.
Participates in professional associations, attend conventions, conferences, and seminars as needed.
Qualifications Education/Experience: Bachelor’s degree in Finance or a related field required Minimum of 10+ years of relevant experience in retail banking with a mid-sized (5B – 15B in assets) or larger banking or financial services company, of which at least 5+ years were in senior management.
Skills: Knowledge of teller and deposit functions and banking regulations.
Thorough understanding and knowledge of industry products and services.
A high level of interpersonal skills to communicate objectives, strategy, policies, procedures, and effectively throughout the Bank.
Ability to effectively manage and inspire leaders.
Strong influence, collaboration, and inter-personal skills.
Builds strong relationships with direct reports and cross-functional teams throughout the organization.
Good understanding of the internal accounting system to monitor and reconcile deposits Good cross-selling, management, and organizational skills.
High level of interpersonal skills to interact with customers and potential customers in a professional manner.
Self-starter with the ability to work in a fast-paced environment.
Adequate knowledge of both internal policies and procedures and the respective state and federal laws and regulations governing departmental functions to ensure performance of individual job duties within the proper control environment.
Ability to read, analyzes, and interpret financial reports and legal documents.
Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
Ability to effectively meet with and present information to top management, customers, public groups, and/or board of directors.
First Mid Bancshares, Inc.
is an Equal Opportunity/Affirmative Action employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation, protected veteran status, or any other applicable federal or state-protected classification.
THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT FOR EMPLOYMENT