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Customer Service Manager - Jenison West
Job Category : Branch Banking Requisition Number : CUSTO001883 Showing 1 location Job Details
Description
The Customer Service Manager is responsible for the daily operation of a branch. Manage CSR activities to provide efficient, high quality customer service while developing a well-trained and motivated staff.
Location : Jenison West
Schedule : Full time 40 hours per week, working 1-2 Saturdays a month
We are seeking someone to perform the following :
Supervision
Create, administer, and follow-up with development plans for each CSR on team
Create thorough and timely annual review for all CSRs
Mentor and train CSRs to improve weaknesses and build strengths.
Professionally handle performance management as appropriate while following all of the Banks policies and procedures.
Create a branch schedule, making sure that the branch is adequately staffed at all times while maintaining the budget.
Coach CSRs on product knowledge and referrals.
Team Development
Take ownership of the interviewing and hiring process for new CSRs.
Coordinate team meetings and include a security and / or audit topic to discuss.
Be a role model for the team in regards to attitude, sales referrals, and customer service.
Administrative / Operational Tasks
Follow the policies and procedures of Macatawa Bank.
Be sure that the branch is balanced each day and work to resolve issues related to this immediately.
Take ownership of the audit process, security, and compliance of the branch.
Process customer overdrafts while maintaining the budget goals and excellent customer service.
Assist with ATM balancing, vault, or branch capture procedures as needed.
Customer Service Transactions
Greet and communicate with customers to build a lasting and long term relationship with them.
Must be knowledgeable on all products and services.
Initiate open ended conversations to best uncover the customers needs.
Refer new and existing customers to Relationship or Branch Manager.
Use best discretion and knowledge to initiate and approve wire transfers, cashiers checks, maintenance requests, and other customer transactions.
May assist Relationship Manager with opening customer accounts when needed.
MORE ABOUT THE ROLE
Supervisor - has formal supervisory responsibilities over Customer Service Representatives.
Qualities
Lead by example
Strong organizational skills
Attention to detail
Strong interpersonal skills
Professional
Results / goal orientated have accountability
Qualifications
Skills
Preferred
Business Acumen *Expert* Behaviors
Motivations
Education
Preferred
Some college or better.
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.
Last updated : 2024-04-23
Full Time
Banking
$87k-113k (estimate)
04/25/2024
05/09/2024
macatawabank.com
GRAND RAPIDS, MI
200 - 500
1997
Public
MACATAWA BANK
$50M - $200M
Banking
Macatawa Bank is a financial institution that offers commercial, personal and other banking services.
The job skills required for Customer service manager include Customer Service, Accountability, etc. Having related job skills and expertise will give you an advantage when applying to be a Customer service manager. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer service manager. Select any job title you are interested in and start to search job requirements.
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Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Customer Service Manager job description and responsibilities
As a Customer Service Manager, your most important role is leading and motivating a team of staff to ensure they’re giving the best customer service possible.
02/02/2022: San Antonio, TX
They develop and implement standards effective in sustaining the relationship between an organization and its clients.
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Support the customer service team in resolving escalated issues or complaints and ensuring prompt turnaround for all service requests with consistent quality.
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Customer service managers oversee teams of customer service representatives.
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Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, productivity, quality, and customer-service standards.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Customer Service Manager jobs
They need to know how to attain key metrics such as service levels and use tools such as workforce management to manage productivity.
02/11/2022: Austin, TX
Customer service managers generally need a bachelor’s degree.
04/15/2022: Manchester, NH
Although certifications are not essential for this position, many customer service managers pursue optional credentials.
03/15/2022: Huntsville, AL
They should know how to set customer service goals, use CRM tools and build teams.
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Customer service managers with good listening skills can easily pay attention to the customer to understand what they are actually saying.
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