Job Details: Job Location: 828 Concord St. Framingham, MA 01702 (CSO) - Framingham, MA, Position Type: Full Time, Salary Range: $77019.00 - $161350.00Salary, Job Shift: Day, Job Category: Banking, Position Description Title: AVP, Branch Manager Department: Retail Banking Reports to: VP, Branch and IRA Administrator Supervises: All Branch Support Staff Classification: Exempt Date Prepared: October 19, 2026 Summary / Objective The AVP, Branch Manager is responsible for the administration and efficient daily operation of the branch office, including operations, product sales, customer service, and security and safety in accordance with the Bank's objectives. This incumbent develops new deposit and loan business, provides a superior level of customer service and promotes the service culture through leading, coaching, training, guidance and staff motivation. Manages the Personal Banker I(s), and Senior Personal Banker functions, as well as customer service duties. The AVP, Branch Manager must also be familiar with IRA services and banking products and services. Experience & Education Requirements: Bachelor’s degree or equivalent banking experience 5 years’ Bank management experience Experience in coaching and mentoring employees Extensive background in financial institution operating policies and procedures, banking regulations and employee development Proven organizational, customer service and supervisory skills Specific Job Functions: Manage overall branch office operations. Maintain knowledge of, and consistently adhere to, bank policies and procedures regarding branch operations and human resources. Must be able to support multiple branch locations, as needed. Coach and monitor staff through branch meetings and regular scheduled individual coaching sessions. Write and conduct performance reviews. Communicate appropriate information to staff and ensure their understanding. Provide a complete range of customer services including opening new accounts, explaining available bank products and services, and gathering customer information to process new and existing accounts. Open and service consumer and business accounts within the Branches by verifying documentation, Know Your Customer (KYC)/Compliance checks, onboarding new clients while meeting quality standards, and regulatory requirements Identify opportunities for business development activities including the solicitation of new commercial relationships and the coordination of activities to support community related outreach programs and activities. Develop and maintain relationships with existing and prospective customers to identify opportunities for deposit, lending, and other financial services. Proactively generate new business through networking, customer referrals, community involvement, calling efforts and relationship-building activities. Collaborate with existing businesses to uncover financial needs and identify opportunities to deepen relationships. Create and maintain a sales culture to achieve goals and foster a team environment Work within assigned authority level, referring to a higher authority when necessary or required by Bank policy. Monitor risk and follow proper security precautions. Responsible for providing comprehensive electronic banking support to customers. Actively advises customers on a variety of additional product offering including IRAs, business services, consumer lending services and safe deposit services Lead and manage the end-to-end origination process for consumer loans within the branch including lead intake, application processing, and handoff to underwriting/closing teams. Maintain registration and comply with requirements set forth in the Secure and Fair Enforcement for Mortgage Licensing Act (S.A.F.E. Act). Maintain comprehensive knowledge of the bank’s consumer, residential, home equity, small business, and commercial loan products, including eligibility requirements, pricing, terms, documentation, and applicable policies. Educate customers and prospects on appropriate loan products based on their financial needs, goals, and circumstances while providing clear and accurate information. Identify lending opportunities through customer conversations, relationship reviews, referrals, and community outreach, while ensuring recommendations align with established bank policies and customer needs. Coordinate and facilitate the closing of approved consumer, residential, home equity, and small business loans in accordance with bank policies and established procedures. Review final loan documentation for accuracy, completeness, and compliance with approval terms prior to closing and funding. Clearly explain closing documents, loan terms, repayment requirements, fees, and other obligations to borrowers and ensure all required signatures and documentation are obtained. Participate in local business associations, chambers of commerce, community events, and other organizations to increase the bank’s visibility and strengthen community relationships. Counsel employees when needed. Coordinate training with VP, Branch and IRA Administrator, and AVP, Learning and Development Administrator. Work with VP, Director of Retail Banking and Business Development, and the VP Branch and IRA Administrator, on certain retail projects. Help support management staff as needed. Representing Retail department in other department meetings at times. Serve and notarize documents for MutualOne customers. Qualifications: Required knowledge, skills & abilities: Strong communication, analytical, problem solving, and decision-making skills to effectively uncover and resolve complex customer and employee issues. Excellent interpersonal & customer service skills, attentiveness, information retention, tact and diplomacy in dealing with both customers and employees. Strong supervisory and leadership skills are required to manage, motivate, and develop branch employees. This position requires a perceptive person who can relate to individuals at all levels. As unique situations present themselves, the incumbent must be sensitive to Bank needs, customer and employee goodwill, and the public image. Proven success in customer service and in the development of strong customer relationships. Knowledge of all types of banking services, including consumer, business lending, and credit administration. Ability to work in a fast-paced environment. The ability to make sound decisions. This may include making on-the-spot decisions regarding customer transactions; weighing customer satisfaction issues with Bank exposure to loss or fraud, and the ability to think through and rationalize decisions. Detail oriented, strong organizational skills, and high degree of accuracy. Ability to work independently. Other Duties This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. It is expected that from time-to-time other duties, both related and unrelated to the above, may be assigned and therefore required