Location – Lancaster, Ohio

Job Area – Retail

Employment Type – Full-time

FLSA Classification – Non-Exempt

Primary Schedule – Within branch hours, opening and closing as scheduled

Supervisory Responsibility – Oversees team that consists of Customer Service Supervisors (CSS) and Customer Service Representatives (CSR)

Travel – Occasionally travel to other branches

Bank Customer Service Managers (CSM) assist retail management in leading the service and operations of the branch. By leading and mentoring the team deliver excellent customer service, efficient operations and the effective resolution of customer issues.

Duties and Responsibilities

• Supervise the day-to-day operational duties of the frontline.
• Develop and promote a positive work environment characterized by teamwork, and high morale.
• Ensures high quality service is consistently delivered through leading, observing, coaching, and developing high quality staff.
• Evaluates staff’s work performance and provides positive reinforcing feedback
• Prepare and generate orders for foreign currency.
• Effectively schedule the teller staff, maintain employee time record, report time missed, and scheduled days off.
• Train teller staff on operational duties and service excellence.
• Maintain vault cash (buy sell from fed) to ensure adequate cash and limits are adhered to according to bank policies.
• Perform Teller cash drawers, and teller surprise audits.
• Perform branch audits.
• Represents the Bank and its products and services with pride and enthusiasm to internal and external customers.
• Model and teach great customer service that meets and exceeds service expectations with a friendly demeanor, can-do attitude, and willingness to always help.
• Evaluate risks & make recommendations thoughtfully.
• Open personal and business accounts including fiduciary, estate, and trust accounts with a focus on expanding customer relationships.
• Maintain customer onboarding sheets with follow up
• Execute customer on-boarding, and account documentation with meticulous attention to detail.
• Update and maintain customer account documentation checklist for timely completion.
• Participate with management in maintaining a customer focused environment and developing ideas to enhance customer relationships.
• Ensure all operational, security, risk and regulatory policies and procedures are done in a professional manner.
• Share procedure, process and bank communications with team in a professional manner that demonstrates support for management decisions.
• Perform notary services.

_ Knowledge, Skills and Abilities_

• Excellent interpersonal and customer service skills, attentiveness, information retention, honesty, integrity, stress tolerance, tact and diplomacy in dealing with both customers and employees.
• Supervisory and leadership skills required to manage, motivate, and develop employees.
• Strong attention to detail and organizational skills to provide high-level and accuracy on transactions and audits.
• The ability to make sound decisions. This may include making on-the-spot decisions regarding customer transactions; weighing customer satisfaction issues with the Bank exposure to loss or fraud and the ability to think through and rationalize decisions.
• Thorough understanding of The Savings Bank deposit products and services, including online banking in order to explain features and benefits to customers and make sound product/service recommendations.
• The ability to teach others how to efficiently use technology/software including computer terminal, internet, Microsoft Office, mobile applications, online banking, telephone, copier and other office machines.
• Ability to work in a fast-paced environment and under pressure.
• Self-starter, ability to work independently.

_ Education and Experience_

• Three to five years business services experience with knowledge in banking and branch operations required.
• Prior managerial experience preferred.
• Current notary license preferred.
• High School diploma or GED equivalent.

*This job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities required of employees in this position. Further, this job description should not be considered an employment contract. All employment is employment-at-will. We reserve the right to modify job duties or descriptions at any time.

Job Type: Full-time

Pay: From $40,000.00 per year

Benefits:

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

Schedule:

• 8 hour shift
• Day shift
• Weekends as needed

Ability to Relocate:

• Lancaster, OH 43130: Relocate before starting work (Required)

Work Location: In person