Retail Banking Manager

We are seeking an energetic and detail-oriented Retail Banking Manager specializing in the financial sector to lead our customer support team. In this pivotal role, you will drive excellence in client interactions, oversee service operations, and ensure the delivery of top-tier financial customer experiences. Your leadership will inspire a motivated team, foster strong client relationships, and uphold our commitment to exceptional service standards. This position offers a dynamic environment where your project management skills will shine, empowering you to make a meaningful impact every day.

Duties

• Manage and oversee daily customer service activities. Monitor and document errors to ensure efficiencies and reduce errors
• Responsible for ensuring compliance is adhered to for customer service-related policies, procedures and standards. Ensure that customer service staff are also in compliance
• Knows all features and benefits of the Bank’s service and products. Ensure that staff is trained.
• Recruit, train, coach, and motivate customer service staff; create schedules, manage and evaluate performance.
• Acts as an escalation point for customer complaints, answering complex inquiries and solving problems relating to the Bank’s products and services
• Train or arrange training for employees relating to their job duties or in company policies, procedures
• Works together with Management to ensure compliance and training needs are being met
• Identify recurring issues in support processes and implement policy changes to improve the overall customer experience
• Interpret and communicate company policies and procedures to customer service employees
• Assist customers with accounts – opening personal and business accounts including checking, savings, money market, IRAs, HSAs, CDs, and IntraFi.
• Assist customers with banking services - including personal and business safe deposit boxes, online and mobile banking, mobile and remote deposit, bill pay, overdraft protection, phone banking, and managing account, debit card and travel alerts.
• Assist customers with debit/ATM cards including ordering and cancelling cards, lost and stolen cards, processing customer transaction disputes, travel exemptions, limit increases, CAMS alerts, and related reports and customer questions.
• Assist internal and external auditors, internal Bank personnel with any compliance requests for exams or audits
• Work with staff to complete year end tasks (reporting, filing, mailings, etc.)
• Represent the Bank at local events and build referral networks
• Other duties/projects as assigned.

Experience

• 5-7 years of management or supervisory experience within a customer service environment, preferably in financial services or banking
• Strong project management skills with a track record of leading initiatives from conception through execution
• Demonstrated leadership capabilities with the ability to motivate teams and manage diverse groups effectively
• Experience reading and interpreting legal documents
• Excellent communication skills—both verbal and written—to convey complex information clearly and persuasively
• Skilled in analysis and problem-solving to assess situations swiftly and develop strategic solutions

Join us to be part of a forward-thinking organization committed to delivering outstanding financial customer service. Your expertise will help shape memorable client experiences while advancing your career in a vibrant, supportive environment.

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• Financial services: 5 years (Required)
• managerial: 5 years (Required)

Work Location: In person