Client Service Manager

CLIENT SERVICE MANAGER - KENDALL

SUMMARY 

The Client Service Manager is responsible for the administration and efficient daily operation of their Branch, including operations, product sales, customer service, and security and safety in accordance with the Bank’s objectives.   Develops new deposit and loan business; provides a superior level of customer relations and promotes the sales and service culture through coaching, guidance and staff motivation; achieves individual and branch sales goals through new business sales, referrals and retention of account relationships.  Provides leadership, training and supervision, delegates day to day operations other branch personnel.  Responsible for attaining established Bank and branch goals through active participation in sales management and officer call programs.   Participates in community affairs to increase the Bank’s visibility and to enhance new and existing business opportunities.  May perform duties in the absence of the other branch personnel.

 Assures compliance with all Bank policies and procedures, as well as all applicable state and federal banking regulations.

 ESSENTIAL DUTIES 

1. Reinforces the application of superior customer service.
2. Engages in business development activities and solicitation of new business prospects; actively involved in instilling and maintaining a positive sales environment through education of the Bank’s products and services; investigates and follows up on significant changes in status of existing customers; motivates and monitors staff in cross selling and product presentation compared to goals; meets with customers to discuss needs or concerns and outlines appropriate Bank services.
3. Achieve Branch goals and objectives in areas of production as well as growth as defined by the Bank. Create and follow a business plan which will dictate activities as well business plans that will provide direction for growth in assigned market. Be able to create tactics as well as strategies to develop the growth in the branch assigned, resulting in the attraction, retention and expansion of customer base. 
4. Takes a leadership role in community activities and an active role in organizations for business development.
5.  Assures audit compliance and procedure quality control and recommends and initiates corrective actions; ensures that the branch is in compliance with established Bank policies, procedures and state and federal regulations. Maintain Satisfactory Audit Ratings in all areas of the Branch.
6. Contributes to the overall profitability of the branch; implements costs controls, income generation, and branch marketing efforts; monitors expenses to ensure compliance with budget.
7. Maintains knowledge of security and safety policies and strictly adheres to established procedures; works closely with the Bank Security Officer to maintain an updated plan for the branch; ensures branch staff is properly trained and made aware of any changes to the branch’s plan and procedures.
8. Participates and directs day to day operations for the branch; reviews and acts on daily reports.
9. Maintains an advanced knowledge of financial industry status and trends.
10. Consistently applies superior decision-making techniques pertaining to inquiries, approvals and requests as they apply to existing policies and procedures, keeping within assigned approval limits and using these instances as learning tools for employee development.
11. Plays a positive role in the development and growth of assigned branch staff through excellent communication skills, both verbal and written, along with strong delegation skills assuring a highly cross trained staff.
12. Processes, solves and answers complex customer transactions, problems or inquiries.
13. Assumes responsibility for various branch functions in the absence of staff members or in overload situations such as opening and closing of vault, ATM, night drop; daily review of teller balancing reports; Monthly review of all branch logs; Monthly audits of tellers, vault and ATM; supervise preparation of currency shipments; Check system verification.
14. Wire transfer callbacks that provide required customer identification and approval needed.
15. Prepare new account documentation including KYC and profile.
16. Respond to ECS inquiries.
17. Monitor accounts and perform investigations when needed.
18. Weekly review of Time Deposit maturity report.
19. Daily review of OD and NSF reports.
20. Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.  
21. Possess the ability to work efficiently with business partners that will provide support for bank customers. Areas such as Treasury Management, Lending and others are extremely important for branch development as well as growth.

MINIMUM REQUIREMENTS  

• Bachelor’s degree from a college or university; and/or 10 years of related experience and/or training; or the equivalent combination of education and experience.  Work related experience must consist of branch management operations, lending and supervisory background.  Educational experience, through in-house training sessions, formal school or financial industry related curriculum, is required to be applicable to the financial industry.
• Advanced experience, knowledge and training in progressively responsible branch management and supervisory activities.
• Advanced experience, knowledge and training in financial statement and tax return preparation typically resulting from a combination of education in accounting, financial and/or credit analysis or related areas.
• Advanced knowledge of related state and federal banking compliance regulations, Bank operational policies and procedures, and the Bank’s products and services.
• Intermediate experience, knowledge and training in all lending activities and terminology.
• Intermediate sales and marketing experience.
• Demonstrated ability to cross-sell and explain all Bank products and services with confidence and authority.
• Excellent organizational and time management skills with the ability to provide leadership, supervision and training for 2 or more employees using positive supervisory techniques to ensure maximum productivity; demonstrated ability in organization and delegation skills.

• Basic skills in computer terminal and personal computer operation; mainframe computer system; word processing and spreadsheet software programs.
• Basic typing skills to meet production needs of the position.
• Advanced math skills; ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.
• Exceptional verbal, written and interpersonal communication skills, with the ability to apply proper judgment to carry out instructions and instruct others, train personnel, write reports, correspondence and procedures, and speak clearly to customers and employees.
• Thorough understanding of management procedures; ability to plan department or Bank activities (setting objectives, developing strategies, budgeting, and developing policies and procedures); initiative to organize various functions necessary to accomplish department or Bank activities; effectively staff (selecting, training and developing employees); directing employees towards the desired objectives (delegating, motivating, resolving problems); controlling the function (developing performance standards, measuring results, taking corrective action and rewarding employees as appropriate).
• Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.
• Ability to work with no supervision while performing duties.
• Current driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.
• The ability to fluently speak and write in a second language, such as Spanish, is preferred. 

Apollo Bank is Equal Employment Opportunity and Affirmative Action Employer.  

EOE/M/F/Vets/Disabled