CLIENT SUCCESS MANAGER I

Description

POSITION DESCRIPTION

The Client Success Manager (CSM) is responsible for managing branch operations, branch audits, branch compliance, and the client experience in close collaboration with the Relationship Manager (RM). Though the CSM is able to function as a Client Success Champion (CSC) depending on client demand, the CSM II, III, IV typically has a larger teller line and spends more time managing branch operations then performing them, as a function of size. The CSM ensures that the branch staff is following bank policies and procedures, maintains the sales (internal) and service culture and scheduling to ensure smooth lobby traffic. The CSM, in partnership with the RM, assists with internal sales efforts including cross-sales, coaching / training CSCs (I, II, and III) and creating and maintaining a team environment, again in partnership with the RM.

This position will average 37 hours per week. 3 additional hours are available by assisting our Client Support team. 

Qualifications

POSITION QUALIFICATIONS

Bachelor’s degree, or minimum of 5 years Retail banking experience preferred.  A minimum of 2 years supervisory experience. Must have an overall understanding of bank operations and regulatory compliance.  Skill competencies required include, but are not limited to:

• Excellent interpersonal and relationship building skills.
• Ability to manage performance to goals.
• Strong customer focus.
• Flexible with shift priorities.
• Strong organizational and multi-tasking skills in a fast-paced environment.
• Scheduling skills are required for maintaining proper staffing levels.
• Calendar management skills for coordinating training and monthly audits.
• Ability to work both independently and as a team player.
• Practice ethical behavior and understand the need for confidentiality.
• Ability to delegate duties when necessary.
• Ability to provide cross training.
• Experience in developing and coaching employees.
• Strong attention to detail.
• Excellent verbal and written communication skills.
• Effective interpersonal skills.
• Branch hours to include Saturday hours.
• Ensure compliance with regulatory requirements, including the Bank Secrecy Act.

POSITION RESPONSIBILITIES

Duties may include but are not limited to the following:

Responsibility #1             Branch Financial Performance     

• Actively supports the organization’s sales objectives and campaigns by cross-selling products or by referring customers to appropriate business lines as needed and maintaining the sales and service culture of the Bank / Branch.
• Branch consistently achieves Retail Scorecard goals.
• Can perform all CSC III duties.
• Can perform all CRO I duties.
• Understands how to link client accounts for online banking and mobile banking.
• Proficient with CMSE, DO2, Teller Insight, Chex Systems, and Verafin.
• Skilled in all deposit product knowledge, including IRA and HSA.
• Completes all required compliance training and other training in a timely manner.
• Actively participates in self-development and training to increase productivity.

Responsibility #2          Branch Operations and Supervision                                                         

• Implements consistent and accurate transaction processing while maintaining the safety and soundness standards of the bank.
• Works with compliance and operations to ensure that the policies and procedures are adhered to within the branch for safety and soundness.
• Proficient in account ownerships, FDIC insurance, banking regulations, and CSC functions.
• Manages the branch employees and their work schedules to ensure that the lobby has adequate service coverage.
• Must conform to the banks goals and operate within the branch expense budget.
• Ensures that adequate controls and procedures are in place at the point of delivery to protect the bank from financial and reputation risk.
• Ensures that night deposit, ATM, and cash dispenser are properly managed.
• Performs branch audits, security functions and maintains appropriate key control.
• Maintains appropriate documentation per bank procedures.
• Oversees or actively participates in Vault administration. Regularly observes, tracks and discusses employee’s performance to determine if expectations are being met.
• Key person for hiring, training, coaching, and mentoring new hires, especially new CSCs.
• Responsible for CSC direct reports regarding setting clear expectations and goals, regular meetings, performance reviews, coaching, recognition, correcting unsuitable behaviors, etc. 
• Works with CSCs to ensure they understand our products and services and make referrals to business partners.
• Ensures service standards are being followed.
• Asks questions and listens effectively to understand customer and employee needs.
• Effectively presents information to relevant parties within the bank.
• Communicates in written form in a clear, accurate, and timely manner.
• Approaches others in a manner that communicates a genuine concern about the person, the issue, and the goals of the bank.

Responsibility #3          Manager Behavioral Expectations 

• Accepts leadership from supervisor and takes responsibility for own actions.
• Meets deadlines, works independently, maintains focus, and is accountable.
• Leads by example with time management, leadership skills, problem solving, and attendance.
• Actively participates in community activities.

People Manager Responsibilities

Managers are responsible for oversight of their department functions and direct reports.  Equally important is the shared responsibility and accountability for the execution of bank-wide initiatives in collaboration with their direct Supervisor.  Managers exhibit strong leadership skills critical to ensuring effective guidance of their direct reports, adding value and enhancing the effectiveness and success of the entire organization.

Corporate Core Values

Demonstrates behavior and actions which support Sound Community Bank’s values. Must have an overall understanding of bank operations, ensure compliance with regulatory requirements, including the Bank Secrecy Act, and actively participate in volunteering.

Compensation

Hourly wage is dependent on experience.

$25.00 - $37.50

This position is eligible for a quarterly incentive bonus of up to 18% of quarterly wages based on the achievement of personal and branch performance goals. 

Health and Retirement Benefits
Health, Dental, and Vision insurance plans for employee and dependents
Employer-paid Group Life & AD/D insurance
Wellness Program discount towards medical insurance premiums, Employee Assistance Program
401(k) plan options with up to 3.5% employer match and Employee Stock Ownership Program (ESOP)
Voluntary benefits include: Health Savings Account (HSA), Voluntary Life & AD/D, Accident Plan, Critical Illness Coverage, Short-term Disability, Long-term Disability, Flexible Spending Account (FSA) and Dependent Care Account

Time-off Benefits
Three weeks Paid Vacation, Paid Employee Days for Birthday and Hire Date Anniversary, Paid Sick and Safe Time (7 days per year), Bank Paid Holidays (11 per calendar year)

Other Benefits
We also offer the following (some perimeters apply): Tenure Bonus Program, Continuing Education/Tuition Assistance – up to $2,500 per year, Student Loan Debt Repayment - up to $100 per month, ORCA Passport/Transportation Alternatives/Benefit Allowance, Charitable Donation Matching Program, Gym/Health monthly reimbursement, Pet Insurance monthly reimbursement, Employee mortgage and consumer loans, Banking services (of course!) free of normal service charges, Employee Recognition Program

Salary : $2,500