Customer Service Manager

Job Summary

Over see the Teller and New Accounts area to ensure compliance and customer service standards are being met. Coordinates work assignments, resolution of problems and solving complex transactions and customer service.

Essential Job Functions

Oversees the operations and mitigate risk situations for the branch. Ensure that policies and procedures are being followed and provide guidance and / or training as necessary.

Approve transactions within assigned limits. Ensure that operating losses are kept to a minimum.

Determine workflow and scheduling of branch staff to ensure customer service standards and operational efficiencies are met or exceeded.

Supervise and train staff to understand banking products and services. Coach staff by promoting and cross-selling products and services.

Provide technical guidance to staff to ensure bank compliance by following policies and procedures.

Knowledge of regulatory compliance with thorough understanding of all aspects of BSA, including but not limited to AML, USA, Patriot Act and CIP.

Review daily branch reports including, but not limited to, kite suspect, NSF / OD, non-post, uncollected funds, stop payment, etc.

Maintain central reports such as large cash, CTR, legal logs.

Review and approve CIP forms and signature cards for new account openings.

Review and process legal orders such as levies, subpoenas, seizures, etc.

Review and approve staff attendance records and time card records as required.

Prepare monthly reports such as deposit performance, GL suspense and loss reports, tell transaction volumes, etc.

Review and approve dormant accounts processing, including correspondence to customers and certifications.

Recognize suspicious transactions and file BSA Incident reports to the BSA Department as necessary.

Ensure that customer complaints are handled professionally and effectively.

Analyze branch staffing to make recommendations on full time equivalent needs.

Comply with all BSA training, and all regulatory compliance training.

Other duties as assigned.

Secondary Job Functions

Assist the branch with marketing efforts are met or exceed annual deposit and non-interest income goals.

Cross train in New Accounts to provide backup support when needed.

Conduct monthly reviews if account analysis reports, branch alarm tests, and monthly certifications. Conduct monthly staff meetings and submit meeting minutes.

May be required to interview and hire additional staff or initiate employment termination efforts as needed.

May receive additional delegated responsibilities from Management. This may include, but not limited to, preparing performance evaluations or conducting corrective action meetings with employees as needed.

Qualifications / Requirements

Must have work related experience such as Customer Service and Teller experience.

Knowledge :

Knowledge of principles and processes for providing customer and personal services

Knowledge of administrative and clerical procedures and systems.

The ability to :

Listen and understand information and ideas presented through spoken words and sentences.

Communicate information and ideas in speaking so others will understand.

See details at close range.

Physical Requirements :

The physical demands described here are representative of those that must be met by an employee to successfully 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 is occasionally required to :

stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk to hear.

The employee must occasionally lift and / or move up to 25 pounds.

While performing the duties of this job, the employee is not exposed to weather conditions. The noise level in the work environment is usually moderate.

Education :

High School Diploma or equivalent.