Client Service Manager

Description

Position

The Client Service Manager oversees the efficient operation of the Branch ensuring all the operational functions are completely and properly performed by the staff while conveying a feeling of trust, service, security, and satisfaction to Clients and staff.

Key Responsibilities

• Support the Bank’s “People First” focus and rules of engagement-maintaining a professional demeanor, working as an active member of the CNOB team, providing all clients excellent service, always striving to make CNOB “A Better Place to Be”.
• Client First- model expected behaviors; coach employees on the spot; engage with Clients to ensure complete satisfaction when necessary.
• Sense of Urgency - be swift in taking action, provide answers/solutions, be responsive; meet deadlines.
• Make an Impact - ensure your work adds value to the Client, company and team.
• We Connect - create and lead employee networks to promote and improve our company culture and employee engagement.
• Forward Thinking - plan and strategize; anticipate and prepare.
• Works with the Business Relationship Manager to develop and execute strategy for meeting branch sales and profitability goals, overall branch expense management, community development.
• Responsible for meeting and exceeding all client service goals established for the retail location, emphasizing client satisfaction and retention.
• Proactively identifies opportunities for relationship acquisition and development by cross-selling Bank products and serving in a consultative manner.
• Ensures all activities, transactions, and records are in compliance with operational, security, and control of the Bank, as well as all applicable laws and regulations.
• Handles client service issues by conducting research, taking ownership and following up with on a daily basis as necessary until conclusion.
• Fosters a team culture within the branch, assesses performance of the Branch team; rewarding and recognizing strong performers, and develops an action plan to address performance issues.
• Prepares weekly, monthly, and annual reports and plans as needed, and communicates that information to applicable departments.
• Oversees all scheduling of branch employees, reviews overdrafts on a daily basis, and oversees the management of the physical space both internally and externally.
  
  

Requirements

Knowledge

• Knowledge of relevant Federal and State banking regulations.
• Familiarity with Bank security and safety practices.
• Expert knowledge of CNOB products, services, and procedures.
  
  

Skills

• Strong management skills and coaching abilities.
• Conflict resolution experience.
• Proficient with Microsoft Office Applications.
  
  

Abilities

• Excellent communication and interpersonal skills.
• Strong “People First” interest and ability.
• Ability to lift items up to 25 lbs.
  
  

Other Requirements

• Five to seven years banking experience.
• Prior retail branch experience required.
• Sales and/or sales leadership experience.
• To support business needs, ability to work a flexible schedule is required. Branch hours are Monday-Friday, 8 AM-6PM. Saturday 9AM-1PM.
  
  

Salary Description

$95,000-$105,000 per year