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AVP, Customer Service Manager

Community Bank of the Bay
San Mateo, United Statesfull_timeVerifiedPosted 6 Jul 2023
💰 $103,320/yr($78,400/yr – $103,320/yr)

About the role

Established in 1996, Community Bank of the Bay is an independent, multiple award-winning community-focused bank with over 25 years of active financial investment in businesses and individuals in the San Francisco Bay Area. Our clients include numerous organizations from many industries, including local nonprofits, multi-generational businesses, creative professionals, and owner-operators experiencing change, growth, or expansion.

At CBB, we believe you can only truly serve a community when you are part of it. As the first Community Development Financial Institution (CDFI) formed in California, we are actively involved in local community life. In fact, that’s the whole thought behind community banking: your funds invested locally, through local decisions, by local people, driving the success of the broader community. Our mission is to foster and promote economic development in the communities we serve.

At Community Bank of the Bay, our employees are our greatest asset, and we recognize that our success as a community bank is because of our extraordinary staff. We offer a welcoming, friendly, caring work environment with competitive compensation, a strong and robust benefits program, and an emphasis on healthy work/life balance.

Our six core values of Sustainability, Empowering, Respect, Trust, Commitment and Relationship building represent what we stand for and believe in as an organization. Every day, we strive to align our behaviors to these core values in everything we do.

Overview

The Customer Service Manager is responsible for daily operations of the branch. Ensures established policies and procedures are followed. Oversees the provision of a full range of services to customers and prospective customers. Ensures customers are promptly and professionally served. Trains, directs, supervises branch staff. Maintains a strong working knowledge of Customer Service Representative (CSR), and New Accounts responsibilities and can function in role if needed. Performs various branch functions as required.

Duties and Responsibilities

  • Supervises the smooth operation of the branch to ensure service quality, accuracy, efficiency, and risk management. Provides suggestions for improved effectiveness.
  • Ensures branch compliance with all policies, procedures, and complies with applicable laws and regulations, particularly as they pertain to audit, security, compliance, and internal controls. Ensures monthly and quarterly branch audits and certifications are completed accurately.
  • Ensures branch security. Responsible for opening and closing the branch in accordance with set hours and established procedures. Tests branch security equipment (cameras, alarms) according to established procedures.
  • Responsible for branch vault and cash supply. Prepares, receives, and processes cash shipments per procedures, ensuring adequate currency supplies at all times.
  • Ensures the branch balances all transactions at the close of each day. Proofs CSRs, runs related reports, and balances the vault at the end of each day. Provides assistance to Customer Service Representatives as needed. Completes month end certification of all cash items and negotiable instruments.
  • Ensures proper completion of CTRs, balancing of the ATM, and Night Drops deposits.
  • Assists with Customer Service Representative functions. Performs duties related to certificates of deposit and IRAs. May handle direct deposit functions and safe deposit boxes. Assists in opening new customer accounts.
  • Promotes branch business development and seeks to broaden customer base. May cross sell Bank products and services.
  • Completes required reports including monthly and quarterly branch certifications.
  • Assists with implementing changes to established policies and procedures within the branch.
  • Provides assistance, direction, and supervision as needed including guidance for New Accounts Officers and Customer Service Representatives.
  • Reviews and monitors the work of branch personnel. Provides suggestions and support as necessary.
  • Assists with orientation of new employees and staff training sessions. Ensures personnel are well trained in all phases of their respective jobs including operations and product knowledge. Performs cross training as necessary.
  • Determines appropriate staffing levels and scheduling of employees. Oversees the lobby to reduce the wait time and provide support to staff.
  • Tracks individual employee progress and conducts performance appraisals. Formulates and implements corrective actions as needed.
  • Completes all required compliance training in a timely manner. Attends meetings.

    • Requirements

    EDUCATION/CERTIFICATION:

    • High school graduate or equivalent. Additional coursework preferred.

    R

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    Company

    Community Bank of the Bay

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