Satellite Client Service Manager

Description

About us:

ConnectOne Bank proves that putting people first is a better way to do business. At ConnectOne, we’re builders — of businesses, communities, and equity. Most importantly, we’re building opportunities. Our mission is to ensure our employees feel empowered to make important decisions, reach their potential and truly make an impact.

ConnectOne is a growth organization by design; it is part of our DNA and we take pride in seeing our employees grow with us. Founded in 2005 by an entrepreneur, we have grown into a high-performing commercial bank, inspiring a new model for our industry’s future. By embracing technology and all the ways it can help us become a world-class service organization, we support small business owners by fueling their mission.

People First is the blueprint for our culture. It is at the foundation of everything we do and the decisions we make. At ConnectOne, you have the opportunity to be a part of a dynamic culture and team. Develop your forward-thinking skills, thrive in an entrepreneurial setting, and succeed at “a better place to be”.

ConnectOne Bank is an Equal Housing and Equal Opportunity Lender, and a member of the Federal Deposit Insurance Corporation.

About this role:

The Client Service Manager (CSM) oversees the overall Sales and Service functions, and ensures that all operational functions are completely and properly performed by the staff. All this, while staying true to the Client Experience.

In this role you will:

• 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”.
• 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 - engage employee networks to promote and improve our company culture and employee engagement.
• Forward Thinking - Plan and strategize; anticipate and prepare.
• Interview, hire and train staff.
• Manage and coach employees to engage clients, address issues promptly and effectively, and create an environment that encourages all to provide an amazing client experience.
• Facilitate regular team meetings/huddles to educate and inform.
• Assist Bankers in maintaining and deepening existing client relationships through onsite engagement and proactive outbound calling.
• Perform account opening for deposit products; educate and provide an Amazing client on-boarding experience.
• Conduct transactions including cash and/or checks (use of a TCR may be required); support teammates with transactions and overall operations.
• Maintain expert knowledge of ConnectOne Bank’s products and services.
• Fulfill service requests, including account maintenance.
• Take ownership of escalated Client service issues to full resolution.
• Energize, motivate and support active team participation in all campaigns and initiatives.
• Instill a team culture and model expected behaviors.
• Assess performance and create development plans; develop action plans to address performance issues as appropriate.
• Educate clients about products and services that will help them save time and money and protect their assets.
• Promote the ConnectOne brand by building relationships with local businesses and demonstrating strong community involvement.
• Partner with the Business Relationship Manager, Sales and Service Leader, Lenders and others to develop and execute sales strategies for meeting deposit goals and service expectations.
• Manage scheduling, sales, and operational tasks.
• Maintain the appearance of the facility inside and out as outlined in the Look & Feel Guide.
• Ensure all activities, transactions, and records are in compliance with operational, security, and control procedures of the Bank, as well as all applicable laws and regulations.
• Perform other duties as assigned.
  
  

Must haves:

• Knowledge of relevant Federal and State banking regulations.
• Familiarity with Bank security and safety practices.
• Expert knowledge on the Bank’s deposit and small business lending products and cash management services.
• Working knowledge of local centers of influence and established relationships within the Community as well as Ambassador Board Members
• Thorough knowledge of procedures and policies with respect to banking transactions.
• Proven track record driving sales and achieving goals.
• Strong leadership skills and coaching abilities.
• Exceptional networking and relationship building skills.
• Conflict resolution experience.
• Proficiency with Microsoft Office applications is preferred.
  
  

Bonus Points For:

• Sales and/or sales leadership experience.
• Undergraduate degree is preferred.
  
  

Additional Information

Benefits:

• World class health, vision, and dental benefits on day one
• 401k with employer match
• Hybrid work from home (depending on role)
• Employee appreciation events (team building, softball games, food truck days, etc..)
• Employee assistance programs (EAP)
• Wellness programs (flu shot, preventive care, health programs and services discounts, etc..)
• Tuition reimbursement
• Employee Discount perks
• CNOB Community Service Events
  
  

….and much, much more!

Studies have shown that individuals from underrepresented groups, may only apply to roles if they meet 100% of the qualifications. Roles evolve over time, especially with innovation, and you may be just the person we need. We hope you're open to learning new skills and growing with us. We encourage you to apply to continue making us “a better place to be!”

ConnectOne Bank is an equal opportunity employer and does not discriminate with respect to any term, condition or privilege of employment based on race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, military or veteran status, marital status, or status of an individual in any group or class protected by applicable federal, state, or local law.

ConnectOne Bank also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If an accommodation is needed to participate in the job application or interview process, please contact Talent Acquisition.

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.
  
  

Salary Description

$90,000-$115,000 per year