Client Service Manager

OUTLINE OF POSITION AND DUTIES
The Service Manager of the Bank will manage daily operations of the office to ensure that excellent Client service is first priority. Communicate Client service standards to all staff, and ensure that Client standards are consistently met. Must have knowledge and ability to provide Clients with and understanding of all bank products and services, and endeavor to sell bank products and services. Ensure that the Bank is not placed in a potential loss situation.

PREFERRED EDUCATION:
A.A in Business Administration

PREFERRED PRIOR EXPERIENCE:
5-7 years banking experience 2-3 years Supervisory experience

REQUISITE SKILLS:

• Good Organizational Skills
• Good Communication Skills
• Thorough knowledge and understanding of all Bank products.
• Thorough knowledge ofBranch Certifications.
• Understanding of all Regulatory and Compliance issues relative to new account activity.
• Good counseling and teaching skills.

• Oversee daily operations of branch office.
• Ensure all Client needs and requests are met in a timely, professional manner.
• Responsible for developing and cross training all staff to ensure consistent excellent Client service.
• Successfully complete all compliance and training courses assigned by the Bank.
• Direct employee training to improve efficiency and ensure conformance with standard procedures and practices, and to ensure compliance with all Regulations.
• Ensure that office cash supply is sufficient to service client needs, while staying within assigned cash limits.
• Maintain appropriate cash control, ensuring safe cash conduct is always followed.
• Ensure that all staff members, especially those who have direct client contact, have a good knowledge of relationship database.
• Work in coordination with Relationship Managers to ensure that service quality standards are consistently met. Ensure that specific service needs of individual clients are addressed and managed.
• Conduct weekly/monthly meetings with staff to ensure quality Client service.
• Complete job descriptions, performance evaluations, and goals for each subordinate. Complete appropriate disciplinary action as required, following internal procedures at all times.
• Compile required and special reports for activity.
• Responsible for service quality standards, audit controls, and loss prevention.
• Ensure that the Referral, Sales and Cross Sales Ratios are met by all Service Staff.
• Demonstrate leadership, teamwork and innovation with regard to motivating, training and rewarding direct reports at all times.
• Set a positive example of providing exemplary internal and external Client Service
• Service Managers are expected to sell and refer Bank products and services
• Other duties assigned by Manager.

EQUIPMENT USED (if applicable):
General Office Equipment

SUPERVISORY RESPONSIBILITIES:
Branch Operations Staff