Client Service Manager
Premier Bank
- Willard, OH
- Permanent
- Full-time
- Accomplish staff results by communicating job expectations; planning, monitoring and appraising job results; coaching, counseling, developing personal growth opportunities and disciplining employees; developing, coordinating and enforcing systems, policies, procedures and productivity standards.
- Ability to handle all customer interaction, including making appropriate recommendations to CSRs and Supervisors, and the ability to handle all facets of maintenance on customer accounts.
- Originate consumer loan applications and deposit account origination, if applicable.
- Exercise good decision making with authority limits and in the event credit decisions are needed, follow credit guidelines as outlined.
- Actively involved in monitoring and managing the budget including expense management and allocations, while ensuring branch goals are met by working with team on referral and retention goals.
- Ensures branch operations comply with bank policy, procedures and banking regulations; ensures delegates have adequate and current compliance training and branch maintains a satisfactory audit rating or better, while providing guidance and coaching.
- Promotes a positive image of the bank; develops and maintains effective business relationships with customers, employees and retail partners; in addition to serving as a liaison within all areas of the organization.
- Serve as the problem resolution specialist in addressing and resolving complex customer service issues and employee disputes; performs and reviews tasks requiring manager level approvals.
- Meet the needs of customers by providing accurate, personable, prompt and efficient processing of all transactions in accordance with Customer First.
- Adheres to and coaches to the Six Step Experience guidelines with each customer interaction.
- Responsible for branch Business Contingency Plan.
- Ensure the completion of monthly surprise cash audit for each CSR in accordance with cash audit procedures.
- Maintain a balanced cash drawer and perform within the Customer Service Performance Parameters.
- Participate in the recruitment process of interviewing and hiring of applicants.
- Demonstrates a positive reflection of the organization in public through their actions and behaviors.
- Coordinate branch facility maintenance with corporate facility management.
- Other duties as assigned.
- Two year college degree or equivalent work experience
- Two years of bank operations and supervision experience.
- Strong interpersonal, organizational, and supervisory skills.
- Excellent verbal and written communication skills.
- Problem solving, critical thinking skills and time management skills
- Able to operate related computer applications and basic business equipment.
- Thorough knowledge of company products, services, and policies.
- Understanding of CSR and Financial Service Representative functions.
- Understanding of related legal and regulatory requirements
- Knowledge of CSR policies and procedures including various federal regulations
- Compliance with Bank Secrecy Act, OFAC and USA PATRIOT Act including accurate completion of CTR, Monetary Instrument log, and reporting of suspicious activities to supervisor.
- Responsible for knowing and ensuring compliance with applicable laws, regulations and guidelines, as detailed in policies that include but are not limited to Bank Secrecy Act and other applicable anti-money-laundering rules, Right to Financial Privacy, Fair Lending, Community Reinvestment Act, Gramm-Leach-Bliley Act, and other laws and regulations as they pertain to the position