What are the responsibilities and job description for the Office Manager position at City National Bank?
City National Bank is a multi-award-winning and highly successful financial institution committed to delivering exceptional service to our customers—and that commitment extends across every role in our organization. We’re looking for talented individuals who share our dedication to excellence and understand the vital role customer service plays in everything we do.
Why choose City National Bank? At City, we understand that our employees are our greatest asset. That’s why we offer an inclusive and supportive work environment where you can thrive both personally and professionally. Here’s what sets us apart:
Summary Description
Efficiently oversees the general operations of the branch to ensure quality service. Supports the Branch or Regional Manager in supervision of the branch staff. Provides excellent customer service, ensuring that all customer needs are met. Responsible for actively promoting, selling, cross-selling and referring the bank’s products and services to prospective and existing customers. Opens and maintains all types of customer product accounts and serves as primary contact for resolving routine and complex problems on customer accounts. Provides assistance to all areas of the branch as needed.
Essential Functions
- Consistently executes City’s phone, platform and CSR service standards to provide an excellent customer experience
- Displays a positive and professional attitude at all times
- Actively promotes and sells the bank’s products and services to prospective and existing customers by using City’s customer conversation model to uncover customer needs.
- Assists Branch Manager in leading and coaching branch staff to cross-sell bank products and make referrals to other departments appropriately
- Maintains an up to date working knowledge of the bank's products and services
- Maintains a thorough knowledge of the bank’s operating systems, policies and procedures
- Assists with routine maintenance and complex service issues; sees through to completion
- Assists customers with loan applications, recommends appropriate loan structure, gathers required documents, submits package to retail loan department and closes retail loans as needed.
- Meets minimum individual production levels for retail loans, checking accounts and mortgage referrals; actively contributes to branch goals
- Develops and maintains customer relationships; actively seeks referral resources from existing customers
- Refers customers to other departments and business partners appropriately
- Seeks and maintains an active level of community involvement
- Acts as primary branch contact in absence of Branch Manager
- Maintains a general knowledge of the competitive environment
- Completes all required training within predetermined time limit
- Adheres to all bank regulatory, audit, and compliance policies and procedures
Position Requirements
- High school diploma or equivalent
- 2 years of demonstrated sales and service skills
- 2 years of customer service experience
- Ability to multi-task, organize and prioritize effectively
- Displays professional dress and demeanor
- Personal computer proficiency
- Must be compliant with Loan Officer Requirements of the SAFE Mortgage Licensing Act and Regulation Z. Compliance includes a review of the candidate’s financial responsibility, character, and general fitness prior to placement in role. Within 30 days of employment, employee must comply with NMLS registration and corresponding background check requirements
- 2 years of banking experience preferred
- Previous supervisory experience preferred
- Typically the employee may sit to perform work; however, there may be some standing, walking, bending and lifting 5–10 pounds
- Work is generally performed indoors in environmentally-controlled conditions
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Critical Skills/Expertise
- Excellent customer service and sales skills
- Strong leadership skills
- Excellent oral communication and listening skills
- Knowledge of the bank’s operations, policies and procedures
- Demonstrates good judgment and problem-solving skills
Schedule
Monday through Friday, some Saturdays
Join City National Bank and become part of a team where every role plays a part in creating outstanding customer experiences. We look forward to hearing from you!
City National Bank is an Equal Opportunity Employer.