Senior Client Service Manager

Job Summary 

The Senior Client Service Manager is accountable for a wide range of responsibilities and duties to ensure the daily delivery of optimal service, operations and sales to both customers of the bank and other departments and employees of the bank through their assigned branch.  The Senior Client Service Manager is directly responsible for leading by example in the areas of service, operations and sales to establish the standards that all other employees of the branch are to follow. This is accomplished through coaching and mentoring of individuals assigned to the branch that is positive, objective and delivered in a method that is consistent with valuing each individual employee’s overall contributions. Structured coaching to identify specific opportunities for improvement is conducted and delivered in a consistent manner that is both constructive and useful to the employee.  

Essential Duties 

• The Senior Client Service Manager reports directly to their Branch Manager and/or Branch Banking Regional Manager and is accountable for supporting the daily employee coaching routines that produce measureable results in the areas of service, operations and sales.  The measurement(s) of this accountability will be through various reporting, meetings, and direct observations to evidence measureable and meaningful improvements across operations, service and sales.

• Daily employee training, coaching and mentoring is a key component of the duties of the Senior Client Service Manager especially as it relates to identifying moments of opportunity for cross-sell, retention of accounts and the acquisition of new deposit relationships (both personal & business).

• Sales effectiveness is measured both on new relationships as well as on the existing portfolio of customers.  Senior Client Service Managers will support the goals of the branch.  Sales integrity to ensure all products and services sold are genuinely understood and beneficial to each customer is a non-negotiable.  There is zero-tolerance for unethical sales behaviors.  Sales results will be measured by profitability and overall value to the bank through regular reporting and other measurements.  

• Operationally integrity is one of three key areas of responsibility for the Senior Client Service Manager as it relates to their assigned branch.  The branch must successfully meet any and all audit requirements (especially relating to regulatory and compliance requirements).

• Senior Client Service Managers, as appropriate, actively participate and are regularly involved in the communities in which they operate by supporting through attendance and other appropriate activities those organizations that mirror the bank’s core values.  

• Communicating and effectively partnering with other departments of the bank in the areas of operations, service and sales is essential to the success of their position and ultimately the branch.  

• Responsible for making and logging client contact calls to support the banks efforts in staying in communication with the customers and engaging them on an annual basis.

Required Knowledge 

• Business Products and Services
• Bank Policies

• Bank Secrecy Act

• Privacy Laws
• Awareness of Federal Guidelines and Regulations

Complies with all State and Federal Banking regulatory requirements, including but not limited to: BSA, Anti-Money Laundering OFAC, CIP, Financial Elder Abuse Reporting, Sexual Harassment, Information Security and privacy requirements. Acts as the control point for the office to ensure that all CIP, BSA, OFAC requirements, procedures and time frames are met.

Basic Knowledge, Skills and Abilities 

• Additionally, there is an on-going recruiting effort by the Senior Client Service Manager to find top talent for their branch and this is an integral part of the position.  The ability to identify, recruit and retain top talent is essential. 
• The ability to be decisive, hold to accountabilities, and create action is fundamental to the position.

Equipment Operated