** Customer Service Manager**

**Job Category****:** Retail Banking **Requisition Number****:** CUSTO001029 Showing 1 location **Job Details**

**Description**

**Department:** Retail Banking

**Reports to:** Branch Manager

**FLSA Status:** Hourly/Non-exempt

**Grade:** Salary grade based upon an applicants experience at hiring and allows for progression within the position. The grade of the position for each branch is determined by branch size and employee skills/experience. Contact the Human Resources Manager.

**Statement of Hire:**

At Bank of the Pacific, we are committed to delivering memorable service beyond the customers expectation, to include both external and internal customers. We consistently demonstrate our values through teamwork, open communication, integrity, honesty and respect for others. Additionally, we will maintain a professional appearance through dress, conduct and an orderly work area. A successful candidate will possess these qualities and be enthusiastic, professional and of high ethics.

They will embrace our Mission, Vision and Values and actively contribute to our success.

**Job summary:**

A Customer Service Manager (CSM) contributes to the Banks success by delivering outstanding customer service and supporting CSR team members. A CSM demonstrates a thorough understanding of all branch related products, systems, processes and procedures. A CSM is proficient in delivering new accounts, consumer loans, effectively cross selling other products and services, as well as developing customer relationships. In addition to all skills or proficiencies of the CSR role, a CSM shares responsibilities with the Branch Manager related to branch operations and demonstrates leadership skills.

**Principal Responsibilities****:**

* Ensures an exceptional customer experience by observing CSR staff, providing feed-back and modeling desired behaviors

* Coordinates customer onboarding and outreach calling activities with CSR staff

* Shares branch operational responsibilities with Branch Manager including certain required reviews and approvals in accordance with the Banks policies and procedures

* Assist in the planning and delivery of effective weekly branch meetings and morning warm ups

* Serves as branch leader on duty in absence of Branch Manager

* Provides consumer loans in accordance with Banks policies and procedures (May require real estate secured lending capabilities)

* Opens new consumer and business accounts and delivers related products/services

* Maintains and reconciles a cash drawer, adhering to Bank cash handling & security policies and procedures

* Capable of successfully performing all CSR duties

* Performs other branch duties as assigned

**Compliance:**

All employees are accountable for compliance with all laws, regulations and adherence to established internal controls and procedures when performing their job duties. Each employee is expected to be familiar with the legal and regulatory requirements and internal controls affecting his or her job responsibilities. It is the affirmative duty of each employee to carry out these responsibilities at all times in a manner that complies with all applicable legal and regulatory requirements and internal controls. All employees shall be responsible for communicating upward, problems in operations, noncompliance with the code of conduct, or other policy violations or illegal actions. Employees must participate in required training on pertinent compliance laws and regulations as required by the Bank of the Pacific.

All employees will be committed to maintaining a high level of compliance with the Bank Secrecy Act and Anti Money Laundering, USA PATRIOT Act and Financial Recordkeeping regulations recognizing that all three acts are important tools in federal efforts to combat organized crime, terrorism and drug trafficking.

**Education / Experience****:**

* High School diploma or equivalent.

* A minimum of 3 year experience in an operations, sales and service position/role in a Financial Institution is required.

**Skills / Knowledge / Abilities****:**

* Expert knowledge of all Retail Banking products and services.

* A comprehensive understanding of Bank Rules and Regulations, including those applicable to new accounts & consumer loans.

* Ability to effectively communicate courteously and professionally in English (both written and oral).

* Possess general computer knowledge

* Basic math skills

* Basic keyboarding skills

* Operate standard office equipment such as adding machine, copier, typewriter, fax.

* Exceptional customer service skills

* Good interpersonal communication skills.

* Sound reasoning and judgment skills.

**Working Conditions / Environment / Potential Hazards****:**

* General office environment

* May be necessary to work extended hours

* Periodic travel

**Physical Requirements****:** *(Truly necessary to perform the job)*

* Able to sit or stand for an extended period of time

* Able to lift up to 20 lbs.

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)