Customer Service Manager

Description

GENERAL FUNCTION:

       The role of the Customer Service Manager is to perform the duties of a Teller and Personal Banker, oversee daily Teller and Personal Banking, ensure that all branch operations are effective and compliance requirements are met. Provide performance coaching to the branch staff to meet client acquisition and customer service objectives and to assist platform staff with basic account opening and maintenance activities. Establish new and increase existing customer account relationships through sales and referrals of retail, commercial, and other line of business products and services. Manage a fund of cash and process a variety of commercial, savings, and other transactions for customers and the general public while maintaining a superior level of customer satisfaction and quality control.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Provides service leadership within the branch and manages/develops the teller team. 
• Perform daily responsibilities to include cross-selling additional bank products, along with knowledge of opening and closing accounts, servicing customers, processing stop payments, wire transfers, telephone transfers, placing check orders, processing special instructions on accounts and performing general file maintenance. 
• Perform daily office responsibilities and tasks such as account transactions, account maintenance, customer correspondence, balancing consistently, balance and monitor cash items, order and prepare cash shipments, and process collection items. 
• Responsible for the review of daily file maintenance and new account reports. 
• Accountable for daily NSF review/weekly overdraft monitoring.
• Effectively and efficiently cross-sell bank products and services to both current and potential customers. 
• Promote and display effective planning and organizational skills, dependability, flexibility, and enthusiastic participation of change and innovation including opening and closing the branch as needed.  
• Provide training and support to new and less experienced Personal Bankers and Tellers, answering questions and finding solutions to customer issues that require more experience. 
• Recommends hiring, discipline, promotion, transfers, and termination of teller staff.
• Conducts performance evaluation for tellers and resolves grievances.

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Extensive cash handling, which requires ability to perform basic math functions.

• Proficient computer skills.

• Extensive contact with the public, necessitating the ability to present and maintain a professional image at all times.

• Ability to properly read and write well enough to communicate in both oral and written form.

• In-depth knowledge of banking policies, procedures and regulations in order to perform duties with minimal supervision.

• Ability to take initiative and utilize sound judgment in decision-making and higher-level problem solving.

• Ability to establish self as a leader, to not only perform in a leadership role, but to also be recognized by others as a leader.

• Must be able to work in a team environment with the ability to interact well, and in a positive manner, with co-workers and management.

• Must have the ability to demonstrate a sales initiative.

• Need to have flexibility in scheduling.

EDUCATION and/or EXPERIENCE

• High School Diploma or its equivalent.

• Minimum five (5) years related banking experience in retail banking and/or sales; or equivalent combination of related education and experience.

WHAT WE OFFER

As part of our commitment to your physical, emotional, and financial wellbeing, we proudly provide a comprehensive benefits package, which includes:

• A competitive salary range estimated at $23 - $31 per hour for this position. (Final compensation may vary based on experience, skills, and qualifications)
• Generous Paid time Off (PTO) to help you rest, recharge, and take care of what matters most
• Health, dental, and vision insurance with tax-advantaged FSA and HSA account options
• Retirement benefits including 401k plan with discretionary matching contributions.
• Childcare assistance program to support working parents and their eligible dependents
• Parental Leave for both primary and secondary caregivers
• Short-term and long-term disability coverage for long-term income security
• Basic Life and AD&D insurance with elective additional coverage for you, your spouse, or children
• Mental health & wellness benefits including bank-paid Headspace meditation app subscription and access to our Employee Assistance Program

Join us and be part of a team where your contributions are valued and supported. We look forward to meeting you!

ADDITIONAL RESPONSIBILITIES:

Every employee of Republic Bank is responsible for knowing and practicing Bank Secrecy Laws (AML/CIP/SAR/CTR/OFAC), the USA Patriot Act, and other related regulations as they relate to their specific job function. Training will be provided during your Introductory Period and annually thereafter. If you need additional training, you are responsible for contacting your immediate supervisor.

WORKING CONDITIONS:

• Normal office environment with little exposure to dust, noise, temperature and the like.
• Requires manual dexterity sufficient enough to operate offices machines such as computers, fax machines, calculators, telephones, and other office equipment.
• Extended viewing of CRT screen.
• Moderate lifting up to 50 pounds.
• Repetitive hand and arm movement.
• May require excessive sitting, standing, bending and reaching.
• Normal range of hearing and vision.
• Must have reliable transportation.

We look forward to working with you and to the contributions you will make to Republic Bank of Chicago, as well as the opportunity to provide you with professional growth.  However, we recognize that you retain the option, as does Republic Bank of Chicago, of ending your employment with us at any time, with or without notice and with or without cause.  As such, your employment with Republic Bank of Chicago is at-will and neither this job description nor any other oral or written representations may be considered a contract for any specific period of time.

Salary : $23 - $31