Customer Service Manager

Job Description

Job Description

We are looking for a Customer Service Manager to lead branch service operations in Modesto, California while creating a positive experience for both customers and team members. This role combines day-to-day operational oversight with staff coaching, compliance support, and relationship building within the local community. The ideal candidate brings strong judgment, a service-first mindset, and the ability to keep branch activities running accurately, securely, and efficiently.

Responsibilities:
• Direct daily branch activities to ensure teller services, cash handling, and customer support functions operate smoothly and accurately.
• Step in to assist frontline employees with service requests and transactions during busy periods to maintain an efficient customer experience.
• Review branch activity for adherence to internal policies, operating standards, and regulatory expectations, taking action when gaps are identified.
• Authorize customer and operational transactions within assigned approval limits while maintaining sound risk awareness.
• Perform routine control checks and pre-audit reviews to reduce exposure, improve operational discipline, and support examination readiness.
• Guide, coach, and develop branch employees through training, one-on-one feedback, and ongoing reinforcement of service and accuracy standards.
• Manage hiring support, onboarding efforts, scheduling, and retention activities to sustain a strong and dependable team.
• Address escalated customer issues with professionalism, follow through on resolutions, and strengthen long-term client relationships.
• Recommend deposit and consumer or business banking solutions based on customer needs and contribute to branch growth through community and business development efforts.
• Help maintain and improve branch procedures, participate in assigned initiatives, and uphold a secure environment that protects confidential information.