Financial Center Client Services Manager

Description

Oversees the daily operation of the financial center to ensure efficiency, compliance and exceptional customer service. This role requires a demonstrated leader who can manage staff, streamline processes and drive operational excellence while maintaining a secure and customer-focused banking environment. Partners with the Sales and Relationship Manager (CRM) providing strategic leadership, driving sales growth and surpassing branch objectives.

Essential Functions:

• Customer Service Excellence:
• Ensures the delivery of exceptional customer service by addressing transactional needs, maintaining confidentiality and responding promptly to customer inquiries and requests.
• Operational Support:
• Performs banking transactions and assists with opening new accounts as needed to support branch operations.
• Lending Expertise:
• Maintains a strong knowledge of mortgage and consumer lending products to effectively identify customer needs and recommend appropriate solutions.
• Staff Development:
• Works closely with the CRM to foster staff growth through ongoing sales coaching, constructive performance feedback, and creating opportunities for professional development. Manages performance evaluations, recommends rewards for high achievers, and addresses disciplinary matters with professionalism and impartiality.
• Team Engagement:
• Manages financial center staff of Client Services Representatives and Financial Center Client Services Supervisors to include completing timecards, performance reviews and coaching opportunities amongst other items. Facilitates daily huddles with staff to review goals, provide updates, and promote a collaborative work environment.
• Talent Acquisition:
• Ensures adequate staffing by conducting interviews, hiring qualified candidates, and adhering to federal, state, and local employment regulations while promoting equal employment opportunities.
• Policy and Compliance Oversight:
• Ensures staff adherence to the bank's Privacy Policy, procedures, and regulatory, operational, and security standards. Provides guidance and instruction to employees and performs internal financial center audit functions to maintain compliance.
• Staff Training and Development:
• Enhances financial center efficiency and employee competency by ensuring proper training in banking transactions, customer service, cross-selling techniques, telephone etiquette, and alignment with company goals.
• Professional Representation:
• Delivers presentations, effectively communicating updates, goals, and strategies to leadership.
• Performance Monitoring:
• Achieves satisfactory results in Mystery Shops for both the manager and supervised employees by fostering a high standard of service excellence and operational accuracy.
• Customer Relationship Growth:
• Strengthens customer relationships by identifying opportunities for referrals to other business lines and promoting bank products and services as applicable.

Secondary Functions:

• Periodically represents the financial center in the local community by engaging in civic and community events and fostering positive relationships.
• Assists Senior Management during the annual budgeting process by providing input on financial center goals and effectively managing staff overtime and supply expenses.
• Proactively identifies lending opportunities and connects with customers through phone and in-person interactions to strengthen relationships and promote lending growth.
• Contributes to team success by participating in special projects, preparing detailed reports, and performing additional duties as assigned to achieve organizational objectives.

Job Standards:

• Able to perform all standards of the Financial Center, including profit contribution, fee income contribution, and increasing low cost of deposits- both consumer and commercial. 
• Works closely with the Sales and Relationship Manager to ensure the financial center consistently meets deposit, deposit mix, controls expenses, fee income, and referral goals and aggressively strives to achieve personal sales goals as evidenced by sales reports and tracking forms.
• Makes quality referrals as evidenced by sales reports. 
• Works closely with the Sales and Relationship Manager to consistently coach staff in office and holds team accountable for meeting personal sales goals – coaching forms are thorough and demonstrate follow through in monitoring employee performance.
• Thorough understanding of ERB process and ability to coach staff in quality results-oriented sales interviews.
• Completes employee performance reviews that are thorough, accurate and submitted by due date.
• Receives favorable reports from support departments (Lending, BSA, Operations, EFT, HR etc.) for performance and performance of staff. 
• Has minimal exceptions to and favorable comments on monthly Financial Center Control Checklists, semi-annual reviews, and internal subject reviews.
• Demonstrates excellent customer service/sales skills both in person and on telephone as evidenced by management observation and properly completed sales/service systems.
• Ensures staff attend all mandatory training within timeline specified and additional training classes within reasonable timelines. 
• Sets the standard for staff on professionalism, customer service, teamwork, attendance, and punctuality as evidenced by management observation.

Requirements

Physical Requirements:

• Talking—Ability to express or exchange ideas by means of the spoken word.
• Hearing—Ability to receive detailed information through oral communication.
• Seeing—Ability to view a computer screen for an extended period and/or identify individuals visually.
• Standing—Ability to stand on feet for required periods of time. 
• Walking—Ability to use feet and legs to move from one place to another specifically in narrow/confined spaces.
• Hand/Finger dexterity—Ability to work with hands/fingers for office related duties such as the use of a telephone, keyboard and mouse.
• Reaching—Ability to extend hand/arms in any direction to move/handle objects.
• Driving— Frequent travel required to include community events, outreach activities, other office locations and client sites. 

Knowledge, Skills and Abilities:

• Associate degree in related field or equivalent business experience required.
• Minimum 3 years combination branch supervisory and sales experience required, to include retail banking and consumer lending, 6 months with Liberty preferred. 
• NMLS SAFE Act Registration required; will work to transfer or set up if one is not active or existing.
• Ability to utilize sales techniques to expand banking relationships and a strong knowledge of bank operations/products and compliance regulations required.
• Demonstrates leadership/decision-making skills and the ability to motivate/lead staff is required.
• Strong communication skills and the ability to communicate with all types of individuals, provide superior customer service and work well with others is required.
• Professional manner and a well-groomed business-like appearance required.
• Flexibility to participate in civic/community activities and work a flexible schedule based on financial center need is required.
• Proficient computer skills and the ability to utilize industry-related software is required.

 An Equal Employment Opportunity Employer/Minorities/Females/Veterans/Disabilities 

PM19