Customer Service Manager

Job Description

Job Description

SUMMARY

Provides excellent customer service and meets referral goals. Coordinates and administer the daily operations, sales and customer service of the branch. Ensures that staff performs personal and business customer transactions according to Bank standards for accuracy and efficiency.

ESSENTIAL DUTIES

· Ensure that the branch sales and service supports the overall bank objective to provide superior service.

· Participates in branch sales and service programs to enhance the customer service experience.

· Meet branch referral and individual goals as assigned.

· Design and conduct regular product knowledge and sales coaching and training meetings.

· Monitor and report on products, services, features and pricing of competition.

· Work with other departments to ensure a successfully customer experience.

· Develop branch sales and recognition and awards methods.

· Effectively communicate sales goals and ensure superior services and work deadlines are met.

· Recruit, select, train, motivate, and provide performance feedback for all direct staff.

· Evaluate and recommend staffing needs to Sales & Service Manager.

· Approve exceptions to standards operating procedures within approved authorized limits.

· Process and audit bank transactions and activities, including daily overdrafts, vault, cash counting, night drop, ATM procedures and certifications.

· Review work and approve as needed.

· Ensure that all Customer Service Representatives balance daily and remain within approved limits.

· Respond to operational questions.

· Responsible for the results of branch operations audit.

· Create a professional and positive team environment in the branch by modeling appropriate behaviors.

· Coach and train the CSR to process transactions accurately, efficiently in accordance with established policies and procedures.

· Assist branch staff by using in-depth policy and procedures knowledge to handle more complex transactions and expectations.

· Assist Sales & Service Manager in coaching and mentoring staff to meet branch referral goals.

· Oversee the processing of all branch routine to complex customer transactions (e.g., deposits, withdrawals, traveler's checks, cashier checks, loan payments, savings bonds, change orders, etc.)

· Assist staff in resolving routine to complex customer service issues.

· Perform Personal Banker duties to assist with customer service as necessary.

· Open, maintain and balance cash drawer as necessary.

· Maintain proper documentation for customer transactions (e.g., Currency Transaction Report)

· Refer customers to appropriate Bank personnel for additional Bank products and services.

· Perform a variety of branch clerical duties (e.g., filing, answering phones, opening and sorting mail)

· Responsible for facility oversee vendor interaction.

SECONDARY DUTIES

The position of Customer Service Manager performs duties specific to the position and other functions as assigned.

COMPLIANCE RESPONSIBILITIES

Must be familiar with all deposit related regulations and receive training on a regular basis as appropriate. This includes but in not limited to BSA, Reg E, Reg CC, Reg DD, BPA, RFPA/Reg P, Reg D and Branch Closing Procedures. Customer Service Manager must follow all policies and procedures as set forth by the Bank as well as any regulations.

The employee must be able to take and pass all the required regulatory training as outlined by the Bank on a quarterly basis.

This employee must adhere to all security related procedures of the Bank including Branch security, protection of customer information and security as it relates to the Bank's internet and technology systems.

SUPERVISORY RESPONSIBILITY

The position of Customer Service Manager is responsible for the supervision of the Customer Service Representative and may provide supervision to the Personal Banker in the absence of the Sales & Service Manager.

ENVIROMENTAL AND PHYSICAL ACTIVITY

The Customer Service Manager is in a non-confined office-type setting in which he or she is free to move about at will. It may include some minor annoyances such as noise, odors, drafts, etc,

This employee in the course of performing this position spends time writing, typing, speaking, listening, lifting up to 15 pounds, carrying, sitting, pulling, walking, standing, squatting, kneeling and reaching.

This employee for this position may operate any or all of the following: telephone, cellular telephone, copy and fax machines, adding machine (calculator), check protector, encoder, money counter, typewriter, computer terminal, personal computer and related printers.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MENTAL DEMANDS

This employee in this position must be able accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, language, presentations, verbal and written communications, analytical reasoning, multiple concurrent tasks and frequent interruptions.

MINIMUM REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and /or ability required to perform the position in a satisfactory manner. Individual’s abilities may result in some deviation from these guidelines.

-Interpersonal and oral communication skills

-Basic math & PC skills

-Attention to detail

-Customer service skills

-5 years or greater Sales, Service, and management experience

Bank of Stockton and its subsidiaries are equal opportunity/affirmative action employers. It is our policy to recruit, advertise, employ, promote, transfer, discipline and discharge without regard to race, religion, color, national origin, age, physical or mental disability, veteran status, sex, and any other basis protected by federal, state, or local law.

\nCompany Description

Join our team!
Since 1867, Bank of Stockton has proudly served generations of families and businesses with unprecedented customer service. Behind every year of “Withstanding the Test of Time” are loyal bank employees who treat our customers like friends and family because they live in the communities that we serve. We strive to be a great place to work and a great place to bank! With 21 branches and growing, we are looking for people that share our service philosophy. If you’re interested in becoming part of our team, submit your resume today! (PDF format only)

Company Description

Join our team!\nSince 1867, Bank of Stockton has proudly served generations of families and businesses with unprecedented customer service. Behind every year of “Withstanding the Test of Time” are loyal bank employees who treat our customers like friends and family because they live in the communities that we serve. We strive to be a great place to work and a great place to bank! With 21 branches and growing, we are looking for people that share our service philosophy. If you’re interested in becoming part of our team, submit your resume today! (PDF format only)\n