Customer Service Manager

GENERAL FUNCTION: The role of the Customer Service Manager is to perform the duties of a Teller and Personal Banker, oversee daily Teller and Personal Banking, ensure that all branch operations are effective and compliance requirements are met. Provide performance coaching to the branch staff to meet client acquisition and customer service objectives and to assist platform staff with basic account opening and maintenance activities. Establish new and increase existing customer account relationships through sales and referrals of retail, commercial, and other line of business products and services. Manage a fund of cash and process a variety of commercial, savings, and other transactions for customers and the general public while maintaining a superior level of customer satisfaction and quality control.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides service leadership within the branch and manages/develops the teller team.

• Perform daily responsibilities to include cross-selling additional bank products, along with knowledge of opening and closing accounts, servicing customers, processing stop payments, wire transfers, telephone transfers, placing check orders, processing special instructions on accounts and performing general file maintenance.

• Perform daily office responsibilities and tasks such as account transactions, account maintenance, customer correspondence, balancing consistently, balance and monitor cash items, order and prepare cash shipments, and process collection items.

• Responsible for the review of daily file maintenance and new account reports for the banking center.

• Accountable for daily NSF review/weekly overdraft monitoring.

• Maintain a balancing record that is in line with policy; have the ability to find and correct outages and to enlist help as needed for more difficult errors.

• Consistently meet or exceed referral and sales goals as set by Banking Center management by effectively and efficiently cross-selling bank products and services to both current and potential customers.

• Participate in post/debrief meetings with the banking center team involving clients from the day to better understand specific client needs.

• Deliver superior customer service with both internal and external customers.

• Follow policies, procedures, regulations, confidentiality requirements, and operational controls.

• Address customer problems with professionalism and sound judgment.

• Maintain open and honest communication with Banking Center team members.

• Promote and display effective planning and organizational skills, dependability, flexibility, and enthusiastic participation of change and innovation including opening and closing Banking Center as needed.

• Maintain a well-developed working knowledge of the complete line of products and services offered; taking responsibility to keep up to date and request assistance for further development needs.

• May be responsible for training and onboarding new retail employees.

• Continuously increase knowledge and skills through self-motivation, formal education, seminars and in-house training.

• Provide support to new and less experienced Personal Bankers and Tellers, answering questions and finding solutions to customer issues that require more experience.

• Actively participate in all bank promotional events and product/service initiatives in order to support bank sales and service goals.

• Represent the bank in the community in a professional manner.

• Follow all Banking Center standards including maintaining a well organized and prepared work environment.

• Recommends hiring, discipline, promotion, transfers, and termination of teller staff.

• Conducts performance evaluation for tellers and resolves grievances.