Responsible for the daily operations of branch and enhancement of the client experience for the commercial banking branch. Assist in the overall onboarding of new customers and servicing of consumer and small business accounts in Washington, D.C. Ensure the branch adheres to Bank policies and procedures, regulatory guidelines and service standards.

Essential Job Functions:

Service Manager Duties

1. Assist in the overall oversight of branch and carry out supervisory responsibilities in accordance with Bank policies, procedures and regulatory guidelines.
2. Responsible for performing internal and external branch audits.
3. Approve and process transactions, authorizations, exceptions and adjustments.
4. Review and verify all previous days’ work to ensure accuracy and resolve any discrepancy that may exist.
5. Develop, train, coach and mentor commercial branch staff.
6. Assist in all stages of the sales and onboarding process for consumer and small business accounts.
7. Proactively engage and assist in the management and servicing of customers; quick client resolution, correspondence with back-office support, seek additional opportunities to better service and expand relationships.
8. Participate in off-site events, community outreach and other CRA activities.
9. Actively promote the Bank and its products and services. 
10. Greet customers in a professional manner that creates a welcoming environment; this includes proper acknowledgement and introduction in accordance with Bank policies and service standards.
11. Identify customer needs through probing questions and offer appropriate products and services based on customer responses.
12. Provide exemplary customer service to include responding to customer calls, emails, and inquiries.
13. Work to cross-sell customers to automated products and services.
14. Knowledge and use of the Bank’s REDi system to keep current with updates to policy and procedures.

General Responsibilities

1. Support the Washington DC commercial banking team in performing various branch functions and branch reports, as requested.
2. Render priority services to customers in need of special handling.
3. Perform other duties as directed.

Knowledge, Skills and Experience Requirements:

1. Bachelor’s degree or equivalent experience
2. Effective, professional written and verbal communication skills
3. Two years of branch operations and supervisory experience, preferably in a commercial banking environment
4. Knowledge of banking procedures and regulations