Branch Manager

The Branch Manager (Client Support Manager) is responsible for leading customer service operations for our bank branches. This role ensures the delivery of high-quality service to clients and bankers, manages a team of customer service representatives, and works to maintain and improve customer experience. The manager acts as a key liaison between both internal and external customers of the bank, promoting products and services while adhering to regulatory requirements and organizational standards.

Essential Responsibilities

• Team Leadership: Supervise, train, and lead customer service staff. Set performance goals and standards, manage accountability, conduct regular performance reviews and on the job coaching.
• Customer Experience: Develop and demand exceptional customer service mindset of the team. Ensure prompt, professional, and courteous service at all relative touchpoints, resolving escalated customer issues efficiently.
• Branch Operations: Oversee daily customer service activities, including transaction processing, account maintenance, inquiries, and problem resolution. Enforce adherence to banks’ professional appearance standards.
• Sales Support: Promote bank products and services, identify cross-selling opportunities, deposit account opening.
• Compliance: Ensure all customer service processes comply with regulatory and bank policies; maintain accurate records and documentation.
• Process Improvement: Establish strong customer service standards and build learning management system (LMS) content related to team roles.
• Reporting: Manage weekly production and customer service scorecards for team members. Prepare and present regular reports on customer service metrics, feedback, and branch performance to senior management.
• Relationship Building: Develop strong relationships with customers, team members, community members, and business partners.

Qualifications

Required Experience

• Minimum of 3 years of experience in banking, customer service, or branch management.
• Proven leadership and team management skills.
• Ability to hire, develop, coach, and retain great customer service professionals.
• Excellent interpersonal and communication skills.
• Ability to identify and implement technology that enhances team production, efficiency, and accountability.
• Strong problem-solving abilities and diligence.
• In-depth knowledge of banking products, services, and regulations.
• Ability to work in a demanding environment and manage multiple priorities.
• Proficiency with banking software and Microsoft Office Suite.

Preferred Experience

• Bachelor’s degree in business administration or related field.
• Management experience.