Customer Service Manager

Summary:

This Customer Service Manager is responsible for establishing a full-time relationship with customers. The Customer Service Manager is personally committed to consistently creating a great customer experience by meeting a broad range of financial service needs. The CSM performs routine branch duties. In addition, the CSM is responsible for leading the branch team to attain branch goals. Adheres to all bank established policies, procedures and overall banking/compliance regulations

What a Customer Service Manager Does Day to Day

• Serve in a leadership role by helping to develop and mentor CSR's on the team.
• Act as a branch liaison between CSR's and the Branch Manager and Branch Administration.
• Promotes, represents and welcomes current and potential customers, employees and vendors to the bank in a professional and inviting manner.
• Develop a strong, value-added relationship with current and prospective customers by engaging in conversations that uncover their current and future financial needs. Provide solutions to ensure the customer feels understood, informed and confident in the bank and products/services offered.
• Leads and encourages a positive working environment with a can-do attitude, which fosters our Cultural Beliefs.
• Proficiently performs routine, basic and complex transactions and tasks including but not limited to:
• Accept and process deposits, withdrawals, transfers, check cashing, loan payments and advances.
• Provide approvals and overrides to CSR's for routine transactions and within established limits.
• Process daily branch capture, verifying accuracy of scanned documents to minimize non-posts.
• Basic account maintenance including address changes, holds, and stop pays.
• Open and Close all depository accounts including but not limited to: IRA, HSA, Business and Consumer accounts. Ensure proper Customer Identification (CIP) and Bank Secrecy (BSA) procedures are appropriately followed.
• Completes required reports timely and accurately (including UAR and CTR)
• Expert knowledge of Bank of Utah's depository products accounts, apps and online services along with a strong understanding of bank's products and services.
• Promote and refer other bank products/services to customers and convert service opportunities to sales when appropriate.
• Actively develops, promotes, and leads awareness campaigns to help strengthen customer relationships.
• Proactively seek solutions to Customer Service and efficiency issues. Troubleshoot online and mobile banking issues. Service customer accounts and requests accurately in accordance with bank policy and procedure.

 Additional Responsibilities:

• Quality, accuracy, reliability, friendliness, thoroughness and timeliness of services provided to internal and external customers
• Ability to earn the trust and respect of customers and co-workers
• Exhibits professional workplace appearance and conduct
• Keeps Bank, customer, and employee information confidential
• Participates in training and appropriate professional development
• Reliability in reporting to work regularly and on time
• Informs customers and potential customers of additional Bank services when appropriate.

Experience, Skills, and Education:

• Requires High School Diploma or equivalent
• Minimum of two years’ branch banking and account opening experience
• Previous Management experience preferred.
• Basic computer and Microsoft Office Suite skills.
• Good risk-based decision-making skills and the ability to follow complex policies and procedures.