Billy H Middleton

Support regional and market productivity through sales and service consultation with both Retail Leadership and branch teams. Craft and execute strategies aimed at accelerating market growth, capitalizing on field feedback, reinforcing attainment of the retail performance objectives and measures and driving community engagement.

• Review and support performance through reporting and observations in my regions to increase productivity and leverage areas of strength to enhance results.
• Consultant to the Regional Managers on performance, providing recommendations for support through reporting and resources.
• Assist with implementation and influence activities around areas of focus that lead to retail growth.
• Leverage and gain helpful insight on the tools and resources to elevate market growth and productivity.
• Bring forward change and education/communication to the Regional Managers and branch teams for understanding. Ensure the teams are well prepared with the resources and tools needed to be successful.
• Active partner in Branch Manager meetings, refresher sessions and weekly performance calls acting as a subject matter expert for banker sales and service questions/needs.
• Conduct field visits centered around process in the branch to gain an understanding of where the field is in their knowledge and adoption of specific routines, performance activities, and community engagement, while providing best practices and recommendations.
• Influence community engagement activities which lead to deepening and creating new relationships in the regions.
• Provide support on specific sponsorships for my regions that elevate the brand, while deepening relationships.
• Completing other duties as assigned.

• Directly managed up to 15 bankers.
• Ensure performance of bankers meet and/or exceed the department goals through effective training and coaching.
• Monitoring and assessing the performance of the bankers for quality customer service.
• Researching and resolving escalated customer complaints and issues in a timely and professional manner.
• Collaborating with management on staff hiring, training and performance evaluations.
• Providing regular updates/feedback to the team and individual bankers during monthly team meetings and/or individual 1:1s on all key updates.
• Personnel administrative duties.
• Provide employee recognition.

Identify customers needs through M&T bank's retail sales process to provide proactive sales solutions through customer outreach for basic and complex customer needs.

• Develop new customer relationships and expand and retain existing relationships by identifying opportunities and providing solutions that best meets the customers unique financial goals.
• Complete research on customer profiles in order to assess potential ways to add value to clients banking relationship and transition to needs based conversations on financial goals.
• Identify financial needs of customers and present all appropriate products and service options.
• Proactively reach out to clients via phone or email to follow up and educate on value added products and services that meet clients needs.
• Onboard new customers through customer outreach to continue to deepen the relationship.
• Schedule preset appointments for the following week and hold appointments each week.
• Prepare for all preset appointments before customer meetings to ensure a quality conversation.
• Perform customer servicing interactions.
• Completed other related duties as assigned.