About Company:

About Us

Founded in 1836, The Honesdale National Bank (HNB) stands as one of the area’s strongest, independent financial institutions serving Northeastern Pennsylvania and the Southern Tier counties of New York. HNB offers full-service community banking through our twelve offices in Wayne, Lackawanna, Luzerne, Pike and Susquehanna counties. The corporate headquarters of HNB’s parent company, HONAT Bancorp, Inc. (HONT: US OTC) and HNB Financial Group, our full-service investment division, are located in the HNB Corporate Center in Honesdale. The HNB Mortgage Center, located in Wilkes-Barre, serves as the operations center for the Bank’s residential mortgage division and offers limited branch services.

HNB has earned the distinction as a leading community bank by offering customers security, experience and unparalleled service. A reflection on our banking tradition, in 2018, HNB was named one of the “100 Highest Performing Community Banks with assets of $500M to $1B in the 21st Century” by Alex Sheshunoff and The Partnership for Banking Excellence.

As a leading community bank, HNB is focused on reinvesting back into the communities in which we live, work, play and serve. Through our focus on growing opportunities for residents, local businesses and community organizations, our corporate social responsibility efforts are rooted in activities that enable our local area to continue to grow and thrive.

Our local knowledge, know-how and personalized relationships with our customers are all part of how banking should be. Coupled with our investments in technology and services that enable customer accessibility and capability we look forward to continuing to make every day and every experience more manageable for our customers for years to come.

Our Mission

The mission of The Honesdale National Bank is to achieve unparalleled levels of financial performance, through superior service in meeting our customers’ needs and acting in the best interest of our employees, our communities and our shareholders.

Our Values

The Honesdale National Bank, established in 1836, is proud of its rich history and we take great strides to ensure we remain focused on best supporting our customers, employees, shareholders and communities. To do so, each and every day our collective actions are based in the following core values:

Care
Compassion
Competitiveness
Competency
Consistency

Our Culture

At HNB, we believe we are only as good as our people. We are proud of our knowledgeable workforce that is dedicated to serving others. Our trusted and respected staff offers assistance to fulfill the financial needs of whomever they encounter. Our compassionate and caring staff is committed to giving back to the communities where we live and work by performing countless hours of volunteer service in the communities we serve. We take our role as a corporate citizen seriously and take actions to protect our planet and support the growth and development of our area. We aim to serve the best interests for our customers, employees and shareholders at all times. Collaboration is a large part of who we are. Our employees affectionately refer to us as their “HNB Family” and we take that to heart. By working together and supporting one another we continue to build a stronger company and resource for those we serve.

Diversity and Inclusion

The Honesdale National Bank welcomes diversity within our company and encourages women, marginalized communities, veterans, and individuals with disabilities to consider HNB as their employer. We recognize that a strong workforce consists of individuals from various ethnic, educational, and experiential backgrounds and encourage our employees to work collaboratively to achieve our goals. We believe it's important to foster this inclusive environment for our employees because including everyone allows us to perform better when serving our existing and prospective customers. We are proud to be an Equal Opportunity Employer.

About the Role:

The Branch Experience Manager plays a pivotal role in enhancing the overall customer experience within our financial services branches across the United States. This position is responsible for leading initiatives that improve service delivery, operational efficiency, and customer satisfaction, ensuring that each branch operates as a welcoming and effective environment for clients. The manager will collaborate closely with branch staff, regional leadership, and cross-functional teams to implement best practices and innovative solutions that align with the company’s strategic goals. By analyzing customer feedback and operational data, the Branch Experience Manager will identify opportunities for continuous improvement and drive change that fosters loyalty and growth. Ultimately, this role ensures that every client interaction reflects the highest standards of professionalism and care, reinforcing our brand’s reputation in the finance and insurance industry.

Minimum Qualifications:

Bachelor’s degree in Business Administration, Finance, Marketing, or a related field.
Minimum of 5 years of experience in branch management, customer experience, or a related role within the finance or insurance industry.
Proven track record of leading teams and managing operational improvements in a branch or retail environment.
Strong knowledge of financial products, services, and regulatory compliance requirements.
Excellent communication, leadership, and interpersonal skills.

Preferred Qualifications:

Master’s degree in Business Administration or a related discipline.
Experience with customer experience management software and data analytics tools.
Certification in customer experience or project management (e.g., CCXP, PMP).
Demonstrated success in managing multi-branch operations or large teams.
Familiarity with digital banking platforms and emerging financial technologies.

Responsibilities:

Develop and execute strategies to enhance the customer experience across all branch locations.
Lead and support branch teams in delivering exceptional service and operational excellence.
Monitor and analyze customer feedback, branch performance metrics, and market trends to identify areas for improvement.
Collaborate with regional managers and corporate departments to align branch initiatives with organizational objectives.
Train and mentor branch staff on customer service best practices and compliance requirements.
Manage projects aimed at optimizing branch layout, technology use, and service processes.
Ensure adherence to regulatory standards and company policies within all branch operations.
Drive initiatives that increase customer engagement, retention, and satisfaction.

Skills:

The Branch Experience Manager utilizes strong leadership and communication skills daily to inspire and guide branch teams toward delivering superior customer service. Analytical skills are essential for interpreting customer feedback and operational data to make informed decisions that enhance branch performance. Project management abilities enable the manager to coordinate cross-functional initiatives that improve processes and implement new technologies effectively. Knowledge of financial products and regulatory requirements ensures that all branch activities comply with industry standards while meeting customer needs. Additionally, proficiency in customer experience tools and digital platforms supports the continuous evolution of service delivery in a competitive financial landscape.