Customer Service Manager

Description

ABOUT US

Coastal Community Bank is a little bit of banking and a little bit of tech-ing. The people at Coastal don't just help people with their banking; they help reshape how banking technology allows and serves EVERYONE. We think and work like entrepreneurs, always moving and constantly improving. We care about each other, are go-getters, work hard, and play hard. If you're someone who thrives on innovation, wants to help others succeed, knows how to think outside the box, and believes that we're all in this together -- you belong here.

WHAT YOU’LL DO AT COASTAL

Maintain a high level of customer service and sales activities in the branch team to grow deposit base, increase market share and profitability. You will act as the day-to-day manager on site. Assist in the development of the branch sales and marketing plan. Assist in coaching and leading the branch team to success in meeting sales goals and objectives. Assist in meeting or exceeding established deposit goals, which include both business and consumer clients. Ensure individual sales activities are performed and goals are obtained as assigned by the management. Understand and model CCB’s core values and expert level of customer service to assist our customers in meeting their financial goals.

Requirements

 HOW YOU’LL DO IT

· Oversee all operations of the branch to attain internal performance objectives for the branch, including deposits, loan goals and quality of branch audits. 

· Provide and maintain a professional, business-like atmosphere within the branch office.

· Effectively coach and model activities to ensure prompt, accurate and dependable customer service. 

· Participate in sales activities like outside business development, networking, partnering with the lines of business within the bank on joint or individual sales calling and referrals according to branch objectives. 

· Deepen and maintain existing customer relationships through a book of business as assigned by management.

· Maintain an organized system for tracking and following up on customer needs of an individual book of business and coaching team on a system for tracking their own performance to goals, enhancing a book of business and sales activities.

· Support daily operations of the branch to ensure success of the team. 

· Thorough understanding of and experience in branch banking operations and some experience with business development and success with sales goals.

· Takes a leadership role in policy and procedural requirements to ensure operational, regulatory and security compliance.

· Represent the bank to the community through excellent customer relations and community involvement.

· Participate in activities for generating new business, i.e., sales calls, special promotions etc.

· Counsel and coach employees when needed and help identify training needs within team.

· Provide assistance in performance evaluation process and recommend ratings and salary adjustments to Regional Manager.

· Compliance with all regulatory requirements.

· Other duties may be assigned

WHAT YOU’LL BRING 

· Excellent interpersonal, verbal, and written communications skills

· Ability to resolve complex problems with minimal guidance

· Ability to manage multiple tasks/projects and deadlines simultaneously

· Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule from. 

· Thorough knowledge of spreadsheet software, word processing software, and internet use.

· Ability to effectively present information and respond to questions from management, customers, and employees.

· Ability and experience coaching, training in a sales environment

· Experience working with production goal

· Previous banking experience preferred

EDUCATION & EXPERIENCE

· Degree from four-year college or university preferred; or

· Two to four years of related experience and/or training preferred; or 

· Equivalent combination of education and training

· Previous banking experience preferred

HOW YOU’LL THRIVE AT COASTAL

Be the Best – Communicate effectively, pay close attention to detail, and prioritize your personal development.

Be Relentless – Thrive in a goal-oriented environment exercising both patience and persistence. Advocate for our customers and team members and strive to promote the Coastal Difference.

Be Un-Bankey – Be a forward thinker with a creative mindset. Build long-lasting relationships promoting the Coastal Difference, built on a foundation of integrity, honesty, and trust.

Embrace Gray Thinking – Use sound judgment while decision-making and problem-solving. Think outside the box.

Stay Flexible – Organize and strategize effectively while always being prepared to adapt on the fly. Seek efficiencies for Coastal to work smarter, not harder.

Take Care of Each Other – Understand what it means to be a true team player and have your teammate's back. Practice self-awareness, and build your emotional intelligence.

PHYSICAL DEMANDS

The physical demands described below are required to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee must:

· have the ability to sit for extended periods of time

· have the ability to stand for extended periods of time

· have the ability to perform repetitive finger, hand, and arm movement

· have the ability to use electronic office equipment such as a computer keyboard, mouse, ten key, telephone, etc. 

· view and read computer screen for extended periods

· occasionally stoop, kneel, crouch, or crawl

· occasionally lift or move up to 10 pounds

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.