Client Service Manager

Description

The Client Service Manager is responsible for leading the banking center team to meet and exceed all service quality goals and is responsible for the day to day operation of the banking center in an efficient, profitable, professional and compliant manner. Each team member will focus on delivering exceptional service by handling account openings and resolving account-related issues for all clients, including high net worth individuals, businesses and business owners. This role is essential in providing a seamless client experience while fostering strong relationships and maintaining client satisfaction.

Responsibilities and Duties

• Responsible for the administration of service, operational efficiency, risk applications, internal control, and management activities to meet bank objectives for the banking center.
• Develops a culture within the banking center in which quality and continuous improvement on all performance accountabilities are understood and utilized by all employees.
• Performs client service functions including but not limited to opening new accounts, resolving client problems, and handling routine account related service requests.
• Supports verticals such as Sports and Entertainment Banking or Trust with account related functions
• Assists with treasury management sales and set up as needed. Supports consumer loan processes, as they are developed.
• Performs teller functions as needed.
• Manages, coaches, directs and motivates every team member to promote service excellence and maximize opportunities to broaden customer relationships through active listening, anticipating needs and recommending the most appropriate solution to help our customers achieve their goals.
• Adheres to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements, and policies.
• Proactively identifies process and procedural efficiencies to enable a best in class new account experience. Identifies questionable actions, operational inefficiencies and collaborates with staff to resolve or improve them.
• Ensures that all banking center associates understand the overall company objectives as well as their individual departmental objectives and that they work together to achieve the stated objectives.
• Comply with all bank policies, including BSA/AML requirements and regulatory guidelines. Complete all required training courses.
• File required reports and escalate suspicious activity to BSA Officer
• Other duties as assigned.
  
  

Qualifications And Skills

• 3 years banking experience in client service role
• High School Diploma or equivalent
• Strong operations and service skills.
• Demonstrated ability to lead, coach and motivate team to meet Bank objectives.
• Proven track record of sound decision-making
• Ability to actively engage in conversations with clients and customers
• Ability to present oneself as well as the company in a professional manner
• Excellent verbal and written communication skills
• Thorough knowledge of industry and regulatory compliance practices
• Proficient in the use of a personal computer, business software, and banking software
• Ability to complete tasks with accuracy
• Ability to multitask, prioritize, and manage time effectively
  
  

Cogent Bank is an Equal Opportunity Employer