Customer Relations Manager

Customer Relations Manager

Cornerstone Bank was established in 2017, built on a legacy of community support and a commitment to helping individuals and businesses thrive. With deep roots in Worcester County and a strong presence throughout Central Massachusetts, Cornerstone combines the strength of a traditional bank with the personalized service of a local institution. Our community-based banking model allows us to deliver exceptional service with a personal touch—every time. At Cornerstone Bank, we foster a collaborative and inclusive workplace where innovation, teamwork, accountability, and excellence are more than just values—they're how we work every day. We empower our employees to grow professionally, serve their communities, and deliver outstanding customer experiences.

The Customer Relations Manager plays a key leadership role in supporting the daily operations, sales performance, and customer experience of the branch. Working closely with the Market Manager, this position leads and coaches branch staff, ensures operational excellence and regulatory compliance, and helps customers achieve their financial goals through proactive relationship-building and solution-based conversations. The Customer Relations Manager fosters a high-performing team environment, supports employee development, drives sales and service initiatives, and serves as a visible representative of the Bank within the community. This role is ideal for a driven banking professional with strong leadership skills, supervisory experience, and a passion for delivering exceptional customer service.

Responsibilities and Accountabilities:

• Manages branch in absence of and in conjunction with the Market Manager.
• Assists with hiring, coaching plans, progressive discipline, performance reviews, promotions and salary recommendations of branch staff.
• Leads the branch in building trust with customers by identifying their financial goals through established customer experience processes and proactively provides advice and guidance to customers to help them meet their financial goals. Participates in creating marketing plans and promotions to move branch forward.
• Leads the branch in following up with customers as outlined in the customer experience process. Works with the Market Manager to establish and execute sales plans, coach the team on the established customer experience framework to achieve branch targets.
• Oversees all aspects of branch activities to achieve branch goals. Leads and/or participates in branch and peer CRM meetings regarding leadership, product knowledge, sales and goals objectives. Supports sales promotions and promotional campaigns through positive communication and engagement.
• Responsible for scheduling and overseeing Customer Relations personnel with teller duties and assists with customers' transactions during peak periods as well as being primary backup for Customer Relations Supervisor. Keeps staff informed of pertinent changes in operational policy and procedures. Ensures excellent customer service skills are practiced by all branch staff. Assists new branch personnel with training.
• Fosters teamwork and directs branch activity to provide high quality customer service, achieve retail sales goals and deliver that service profitability through a well-trained and motivated staff.
• Represents the Bank with professionalism in appearance and conduct, consistently upholding high ethical and professional standards.
• Represents the Bank through visible leadership involvement in various community-related activities to promote goodwill and generate new business. Attends community events and Bank functions, including extended and weekend hours.
• Keeps abreast of regulatory compliance and developments for assigned area and apprises staff of same. Recommends procedural changes to Market Manager as needed to support prescribed requirements. Ensures effective risk management and daily operations of branch: minimizes teller differences and charge-offs, research teller differences, compliant to all regulatory requirements in completion of BSA and CTR forms, and effectively balance ATM's, Vault and Branch.
• In conjunction with the Market Manager, works to meet existing branch performance standards in areas such as operating loss control, bank secrecy, and compliance with established policies and procedures.

Qualifications:

• Proficient with various computer software programs
• Ability to use office equipment, including faxes, copiers, computers and cellular phone
• Strong organizational skills
• Decision making ability
• Strong written and verbal communication skills
• Strong supervisory and coaching skills; motivational and training skills
• Desire to work with the public focusing on meeting customer needs/including proactive sales and services
• Professional appearance
• Working knowledge of all bank products and services
• Exhibit tact and diplomacy working with a diverse staff
• Availability to work weekends and extended hours to meet customer needs
• Notary Public a plus

Education / Training / Experience:

• High School Diploma or equivalent
• Specialized Courses in Branch Management
• Minimum of two years of Branch experience with demonstrated supervisory ability
• Registered Mortgage Loan Originator (MLO) with the Nationwide Mortgage Licensing System & Registry (NMLS) is required

Independent Action:

Performs work independently within scope of established guidelines and practices. Consults with Manager where clarification or exception to Bank policy may be required.

NOTE: These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required for this job.

Cornerstone Bank is an Equal Opportunity Employer. In compliance with Equal Opportunity Guidelines and the Americans with Disabilities Act, Cornerstone Bank provides reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.