Customer Service Manager

Provide leadership in an efficient and effective manner while managing a full-service branch, ensuring that established policies and procedures are followed. Work closely with the Branch Manager to attain branch and bank goals and maintain operational soundness. Promote excellent Customer Service, customer satisfaction, loyalty and retention. Lead the day-to-day operations of the branch. Act in full management capacity in the absence of a Branch Manager.
Classification
Full-Time
FLSA Status
Non-Exempt
STATEMENT OF EXPECTATIONS
Community Bank expects all employees to comply with the responsibilities of their assigned position to the highest degree of performance by:

• Adhering to the Company's policies and supporting Management decisions and goals in a positive, professional manner.
• Representing Community Bank with a high level of integrity and professionalism.
• Maintaining knowledge and understanding of banking rules, regulations, laws and all policies and procedures pertaining to them including, but not limited to, the Bank Secrecy Act.
• Demonstrating a willingness to adapt to changing business needs and deadlines.
• Possessing a work ethic that includes neatness and punctuality.
• Exhibiting a professional, business-like appearance and demeanor.
• Treating all individuals and groups with respect and dignity.
• Performing the essential functions of their job safely, without endangering the health and safety of themselves or others.

Requirements
ESSENTIAL FUNCTIONS

• Responsible for the overall safety, security and day-to-day operations of the branch.
• Ability to set the tone of the branch to provide an exceptional customer experience and a dynamic, engaging culture.
• Process and oversee technical tasks such as opening and closing the branch, overdraft monitoring, wire transfers and collections, stop payments, and monitoring branch controls.
• Develop and maintain in-depth knowledge of all operational requirements, processes and procedures.
• Responsible for complying with, and ensuring staff follows, policies, procedures, security requirements, and government regulations.
• Responsible for supervising, training, scheduling, assigning work to, and evaluating job performance of Tellers and Personal Bankers, making recommendations regarding hiring and salary, along with necessary discipline.
• Establish regular coaching with your team to review goals and highlight further personal development. Consistently provide guidance and training to the team.
• Conduct regular meetings to keep staff informed of products, services, and procedures, fraud mitigation scenarios and to resolve open issues.
• Maintain a high level of employee morale to minimize turnover and maximize Customer Service satisfaction.
• Develop strategies to have difficult conversations with customers when necessary, with the goal of a positive outcome. Escalate to your supervisor when appropriate.
• Ensure all transactions have been processed at the close of each business day and address and escalate (if appropriate) branch cash outages.
• Responsible for satisfactory branch audits.
• Delegate and track monthly, quarterly and annual certifications.
• Ensure that ATMs are serviced, operational and balanced each day.
• Represent the Bank by being involved in and joining service clubs, area organizations and attending community events and meetings.
• Responsible for completing timecards each day worked; communicating leave requests or timecard corrections to supervisor as needed.
• Maintain positive internal business relationships.
• Provide superior Customer Service.

ADDITIONAL RESPONSIBILITIES

• Backup Teller and/or Personal Banker duties when needed.
• Source, originate and process simple to complex consumer loans.
• Resolve conflict with minimal help.
• Review employee timecards, edit, correct and approve each pay period; monitor employee leave time to insure it is being used according to company policy; notify Human Resources when an employee requests, or may require, an extended leave of absence (such as FMLA); conduct performance reviews; prepare disciplinary documentation when appropriate; and complete the necessary paperwork and process when hiring or terminating an employee.
• Responsible for completing all digital, in-person and other training courses as assigned.
• Perform other duties as assigned.

ENVIRONMENT AND INTERACTION
Work areas are inside, in a climate-controlled environment, with moderate background noise. Position may involve occasional travel to branch locations. Position may involve exposure to potentially hazardous conditions (e.g., robbery).
• Reports To: Branch Manager
• Supervises: Tellers and Personal Bankers.
PHYSICAL ACTIVITIES REQUIRED TO PERFORM ESSENTIAL FUNCTIONS
• Sitting/Mobility: Approximately 60% of time is spent working at a desk. Balance of time (approximately 40%) is spent moving around work areas.
• Communication: Ability to effectively communicate with co-workers, clients and outside agencies in writing, in person and over the phone.
• Vision: Ability to effectively use a computer screen and interpret printed materials, memos and other appropriate paperwork.
• Lifting/Carrying: Ability to transport files and supplies (up to 25 pounds).
• Stooping/Kneeling: Ability to access files and stock supplies.
• Reaching/Handling: Ability to input information into computer systems and retrieve and work with appropriate paperwork, equipment, and supplies.
PROFICIENCIES
• Excellent written and verbal communication skills; ability to communicate effectively and project a professional image when giving and taking information in writing, in person and over the phone.
• Possess strong mathematical, analytical, problem solving, and negotiation skills.
• Ability to analyze client credit data and other related financial information.
• Ability to work accurately with close attention to detail.
• Ability to adapt quickly to a changing environment and be a strong decision maker.
• Ability to navigate job related computer software, programs and websites.
• Good interpersonal skills with the ability to work with individuals and groups at all organizational levels; ability to work independently and as part of a team.
• Ability to take initiative and prioritize tasks; good time-management, organizational, problem-prevention and problem-solving skills.
• Ability to maintain confidentiality of sensitive information.
• Thorough knowledge of branch operations to coordinate daily functioning of the branch and to resolve employee and customer problems.
• Complete familiarity with the Bank's savings, checking and lending policies and guidelines, as well as specific loan programs, qualifications, insurance, etc., to provide full savings and loan services.
EDUCATION AND EXPERIENCE
• High school diploma or GED.
• At least three (3) years of progressively more responsible experience within a financial institution to gain necessary experience and background knowledge to manage a full-service branch and deal effectively with employee and customer relations matters.
• Possess a valid driver's license.
• Must be bondable.
• NMLS registration preferred.