Client Service Manager

Client Service Manager

The Client Service Manager (CSM) oversees the overall Sales and Service functions, and ensures that all operational functions are completely and properly performed by the staff. All this, while staying true to the Client Experience.

In this role you will:

• Support the Bank's "People First" focus and rules of engagement—maintaining a professional demeanor, working as an active member of the CNOB team, providing all clients excellent service, always striving to make CNOB "A Better Place to Be".
• Sense of Urgency - be swift in taking action, provide answers/solutions, be responsive, meet deadlines.
• Make an Impact - ensure your work adds value to the Client, company, and team.
• We Connect - engage employee networks to promote and improve our company culture and employee engagement.
• Forward Thinking - Plan and strategize; anticipate and prepare.
• Interview, hire and train staff.
• Manage and coach employees to engage clients, address issues promptly and effectively, and create an environment that encourages all to provide an amazing client experience.
• Facilitate regular team meetings/huddles to educate and inform.
• Assist Bankers in maintaining and deepening existing client relationships through onsite engagement and proactive outbound calling.
• Perform account opening for deposit products; educate and provide an Amazing client on-boarding experience.
• Conduct transactions including cash and/or checks (use of a TCR may be required); support teammates with transactions and overall operations.
• Maintain expert knowledge of ConnectOne Bank's products and services.
• Fulfill service requests, including account maintenance.
• Take ownership of escalated Client service issues to full resolution.
• Energize, motivate and support active team participation in all campaigns and initiatives.
• Instill a team culture and model expected behaviors.
• Assess performance and create development plans; develop action plans to address performance issues as appropriate.
• Educate clients about products and services that will help them save time and money and protect their assets.
• Promote the ConnectOne brand by building relationships with local businesses and demonstrating strong community involvement.
• Partner with the Business Relationship Manager, Sales and Service Leader, Lenders and others to develop and execute sales strategies for meeting deposit goals and service expectations.
• Manage scheduling, sales, and operational tasks.
• Maintain the appearance of the facility inside and out as outlined in the Look & Feel Guide.
• Ensure all activities, transactions, and records are in compliance with operational, security, and control procedures of the Bank, as well as all applicable laws and regulations.
• Perform other duties as assigned.

Must haves:

• Knowledge of relevant Federal and State banking regulations.
• Familiarity with Bank security and safety practices.
• Expert knowledge on the Bank's deposit and small business lending products and cash management services.
• Working knowledge of local centers of influence and established relationships within the Community as well as Ambassador Board Members
• Thorough knowledge of procedures and policies with respect to banking transactions.
• Proven track record driving sales and achieving goals.
• Strong leadership skills and coaching abilities.
• Exceptional networking and relationship building skills.
• Conflict resolution experience.
• Proficiency with Microsoft Office applications is preferred.

Bonus Points For:

• Sales and/or sales leadership experience.
• Undergraduate degree is preferred.

Additional information:

• World class health, vision, and dental benefits on day one
• 401k with employer match
• Hybrid work from home (depending on role)
• Employee appreciation events (team building, softball games, food truck days, etc..)
• Employee assistance programs (EAP)
• Wellness programs (flu shot, preventive care, health programs and services discounts, etc..)
• Tuition reimbursement
• Employee Discount perks
• CNOB Community Service Events

…and much, much more!

Studies have shown that individuals from underrepresented groups, may only apply to roles if they meet 100% of the qualifications. Roles evolve over time, especially with innovation, and you may be just the person we need. We hope you're open to learning new skills and growing with us. We encourage you to apply to continue making us "a better place to be!"

ConnectOne Bank is an equal opportunity employer and does not discriminate with respect to any term, condition or privilege of employment based on race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, military or veteran status, marital status, or status of an individual in any group or class protected by applicable federal, state, or local law.

ConnectOne Bank also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If an accommodation is needed to participate in the job application or interview process, please contact Talent Acquisition.