Description

JOB SUMMARY AND OBJECTIVE

The Office Manager position manages all areas of the branch customer service and operations activities, ensuring efficient operation on a day-to-day basis. This role is responsible for improving productivity and streamlining branch activities to maximize results and achieve peak performance levels.

ESSENTIAL FUNCTIONS

This position performs the following duties, including but not limited to:

• Manages all areas of the branch customer service and operations activities.
• Schedules employees to ensure efficient and adequate staffing levels at all times.
• Provides a complete range of customer services at the financial institution, including opening new accounts and performing teller duties, as needed.
• Proactively prospects for new business to meet sales goals established for the branch.
• Participates in sales, service and product training meetings.
• Provides on-the-job training for tellers on an as-needed basis.  Monitors tellers to ensure compliance with financial institution procedures and policies. 
• Assists tellers in locating cash discrepancies, manages unusual window transactions, and answers difficult customer questions.
• Ensures that currency/coin levels are adequate and within branch limits. Prepares cash shipments from the vault to the Federal Reserve Bank.  Ensures that vault cash is balanced on a daily basis.
• Performs monthly and quarterly audits of branch operations.
• Conducts performance evaluations for tellers and resolves teller performance issues.
• Researches and resolves customer inquiries regarding accounts.
• Performs other duties as assigned by Consumer Sales Manager or Regional President.

Qualifications

MINIMUM REQUIREMENTS

• High school diploma or equivalent.
• Prior supervisory, customer service, and teller experience preferred.
• Supervisory experience in a customer-service environment preferred.
• Above average sales, organizational, and interpersonal skills.
• Ability to stand or sit for extended periods of time, while processing customer transactions.
• Good oral and written communication skills in order to effectively communicate with customers and with branch employees.
• Ability to learn and follow bank policies regarding new deposit accounts and customer transactions.
• Proficient with Microsoft Word, Excel, Outlook, and other common PC-based software.

Citizens Bank promotes an equal employment opportunity workplace which includes reasonable accommodation of otherwise qualified disabled applicants and employees.  Please contact the bank’s Human Resources Director should you have questions about this policy or these job duties.