Customer Service Manager

Description

The Customer Service Manager (CSM) is responsible for effectively managing Branch Operations and delivering exceptional Customer Service. This position is responsible for ensuring Branch staff has the knowledge and resources for branch operational activities to run smoothly, accurately, and efficiently; ensures compliance to bank procedures and policies; provides clear written procedures for staff; provides leadership, mentoring, training and supervision for all branch staff; promotes business retention and growth for the Bank by providing an exceptional customer experience, ensures that customers are provided information and training on our products and services, ensures customers are referred to appropriate personnel for new services. The Customer Service Manager assists in attaining established Bank and branch goals through active participation, training, and mentorship in cross-selling bank products and services. Performs direct supervisory duties of all branch staff, coordinates staff coverage in all related areas of branch operations.

ESSENTIAL DUTIES:

• Reinforces exceptional customer service precepts through his or her own example along with appropriate follow through with customers and employees; conducts specific periodic meetings and presentations on this topic with all staff members.

• Assures audit compliance and procedure quality control through the branch operational review and recommends and initiates corrective actions; conducts unannounced audits of all branch cash funds and cash limits; ensures the branch is in compliance with established Bank policies, procedures and state and federal regulations.

• Actively involved in reinforcing a positive sales culture through education of the Bank’s products and services; monitors staff in cross-selling and product presentation compared to goals; ensures the organization of the branch, coordinating available resources (e.g., staff, materials, etc.) for maximum results.

• Contributes to the overall profitability of the branch through costs controls, income generation and branch sales efforts.

• Ensures implementation and compliance to meet security precautions and protect customer deposits, bank assets and staff.

• May perform new account, wire transfer, teller, and safe deposit duties as needed when staffing logistics warrant.

• Maintains advanced knowledge and awareness of financial industry status and trends.

• Responds to inquiries or refers inquiries to the appropriate department or person, and exhibits the necessary follow through with customers and/or staff involved.

• Reviews and calls back documentation for new accounts and maintenance activities.

• Provides supervision and support to all areas of the branch where service or assistance is needed; oversees activities of assigned branch personnel; branch security; and ensures opening and closing of the branch is completed according to procedures.

• Monitors staff in daily tasks, operations, and quality control; ensures effective operations of the branch through effective resource allocation.

• Establishes and manages staff using Key Performance Indicators (KPI) to ensure work output, customer service, compliance, and accuracy is maintained at a high level.

• Assists the Senior Operations Officer in implementing cost controls for the branch and monitors expenses to ensure compliance with budget.

• Consistently applies sound decision-making pertaining to inquiries, approvals and requests as they apply to existing policies and procedures, keeping within assigned approval limits and using these instances as learning tools for employee development.

• Assumes responsibility for special projects; gathers data and prepares reports for Senior Management, audits and other personnel.

• Plays a positive role in the development and growth of assigned branch staff through excellent communication skills, both verbal and written, along with strong delegation skills assuring a highly cross-trained staff.

• Performs personnel actions including performance appraisals, disciplinary actions, and interviewing candidates for employment; supervises the daily activities of the branch including, but not limited to, effective delegation of assignments, developing work schedules and providing necessary training.

• Processes, solves and answers complex customer transactions, problems or inquiries.

• Operates computer terminal or personal computer to process account activity, determine balances and resolve problems within given authority.

• Answers telephones, answers questions and directs callers to proper Bank personnel.

• Assumes responsibility for various department functions in the absence of staff members or in overload situations.

• Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.

• Follows policies and procedures; completes administrative tasks correctly and on time; supports the Bank’s goals and values; benefits the bank through outside activities.

Requirements

• Bachelor’s degree from a college or university preferred. 

• Five years minimum of direct experience in Branch Management/Operations. 

• Advanced work-related experience, knowledge and training in progressively responsible branch operation and supervisory activities.

• Advanced knowledge of related state and federal banking compliance regulations, Bank operational policies and procedures, and Business Banking products and services.

• Demonstrated ability to cross-sell and explain the features and functionality of all products and services with confidence and authority to staff and customers.

• Ability to research, analyze, and interpret banking related web sites, business periodicals, professional journals, and technical procedures.

• Excellent organizational and time management skills, with the ability to provide leadership, supervision and training for one or more employees using positive supervisory techniques to ensure maximum productivity; demonstrated ability in organization and delegation skills.

• Advanced skills in personal computer operation, banking software, word processing, spreadsheet and specialty software programs.

• Intermediate typing and math skills to meet production needs of the position.

• Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, correspondence and procedures, speak clearly to customers and employees.

• Thorough understanding of operational management processes and procedures; ability to plan (setting objectives, developing strategies, budgeting, and developing policies and procedures); initiative to manage the work necessary to accomplish department or Bank activities; effectively manage staff (selecting, training and developing employees); directing employees towards the desired objectives (delegating, motivating, resolving problems); controlling the function (developing performance standards, measuring results, taking corrective action and rewarding employees as appropriate).

• Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.

• Ability to work with no supervision while performing duties.

• Current driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.

Salary : $70,000 - $90,000