Customer Service Manager

Description

Position Summary

The Customer Service Manager should be a highly motivated, high-energy individual with a strong desire to succeed and mentor our front-line bankers who can drive excellent customer service and operational performance while adhering to group policies and procedures. The Customer Service Manager is responsible for maintaining high customer retention, customer satisfaction and monitoring customer complaints as well as contacting service customers after their visit to monitor quality control and satisfaction. These functions range from hard to complex in nature. The Customer Service Manager will refer customers for products and services uncovered during interactions and/or conversations. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. 

Essential Functions

Leadership

•  Overall branch oversight for, service and operations and performance of Teller and Relationship banker staff. Will lead these efforts either independently or with the assistance of an Assistant Branch Manager or Branch Manager.
•  Lead team to provide excellent customer service with the ability to effectively resolve customer issues.
•  Responsible for sourcing, developing, coaching and leading a team that reinforces Union Banks core values, business objectives and employee performance standards.
•  Demonstrates and maintains a working knowledge of Union Bank’s products, services, processes, and internal resources to stay informed, guide and lead the team. 
•  Drive team’s performance and lead by example in the following areas; Customer Service, Sales & Referrals, Operational Excellence.

Customer Service & Transactions

•  Promote good customer experiences by consistently providing best in class customer satisfaction.
•  Have a developed rapport with the customer base and have knowledge of account ownership.
•  Process a variety of transactions: including but not limited to check cashing, deposits, withdrawals, and payments.
•  Count, prove, and package currency and coin.
•  Redeem US Savings Bonds.
•  Assist in night depository functions.
•  Assist customers with safe deposit box access in accordance with bank policies and procedures.
•  Operating TCR machines where applicable including balancing the TCR drawer at the end of the day. 
•  Funding and sales of pre-paid Visa Cards.
•  Process various transactions related to CDs.
•  Perform a variety of customer service transactions such as account holds, stop payments, ACH forms, AFT forms, and others forms/documents as needed.
•  Serve as ATM and/or Vault teller as assigned. 
•  Act as a mentor to new employees
•  Issue instant issue debit cards where applicable. 
•  Other duties as assigned from time to time by the Branch Manager.

Cash Handling & Operational Excellence

•  Responsible for knowing and adhering to appropriate security and emergency procedures.
•  Keep customer information in a secured area at all times while maintaining an organized work station.
•  Maintain knowledge of the bank’s policies and procedures.
•  Cash checks following proper bank procedures, making sure funds are available and collected.
•  Maintain balancing record that is in line with policy and have the ability to find and correct outages and enlist help as appropriate.
•  Assist in the opening and closing of the branch.
•  Perform ongoing maintenance of scanners, validators, coin counters, TCR etc.
•  Help coordinate branch document retention and destruction in accordance with the bank’s policies and procedures.

Sales & Referrals

•  Consistently meet or exceed sales referrals, as set by management. Proactively work to deepen both new and existing customer relationships through cross-sell opportunities.
•  Engage in consultative discussions with customers through the new account opening process to understand their financial picture and recommend products and services that best align with meeting their needs.
•  Lead branch huddles and participate in applicable sales meetings and staff meetings.
•  Maintain a thorough understanding of all Retail products and services offered. 
•  Initiate conversations to uncover customer needs and effectively refer customer to line of business partners (Mortgage, Commercial, TM, etc.) for the selling of banks products and services.
•  Have a good understanding of the bank’s IRA (Traditional & Roth) and HSA offerings, including tax benefits, contributions and distributions.
•  Have a good understanding of the bank’s lending products.

Other Functions

•  Familiar with and abides by all bank regulations including but not limited to BSA and OFAC.
•  Familiar with and abides by all bank regulations 
•  Other duties as assigned by Senior Management.

Working Conditions of the Job

•  Stationed in a branch within the teller area 95% of working time.
•  Ability to travel to work at different branches with short notice or as scheduled.
•  No particular hazards on the job.
•  Ability to stand for long periods of time, stoop, bend, twist and lift up to 50 pounds occasionally.

Requirements

Job Qualifications

•  Successful completion of the Customer Service Career Path.
•  Good interpersonal skills including listening, verbal and written communication between coworkers and customers.
•  Exemplary customer service skills.
•  Ability to follow directions and be attentive to details and accuracy.
•  Ability to retain confidential information.
•  Exemplify professional appearance guidelines as stated within the company policies. 
•  Professional phone etiquette required for both internal and external communication.

Education & Work Experience

•  High school diploma or equivalent.
•  Prior cash handling and customer service experience required.
•  Prior management experience preferred.
•  3+ years banking experience preferred.

EEO Statement

Union Bank provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are treated fairly during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated. This job description does not list all of the duties of the job. Other duties and responsibilities may be assigned. This job description may be revised at any time. This job description is not a contract for employment and either the employee or the employer may terminate employment at any time, for any reason or no reason.