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Customer Service Manager

Job Description

GENERAL FUNCTION: The role of the Customer Service Manager is to perform Personal Banker duties and oversee Personal Bankers and Tellers within the branch to ensure all branch operations are effective and compliance requirements are met. Provide performance coaching to the branch staff to meet client acquisition and customer service objectives and to assist platform staff with basic account opening and maintenance activities. Establish new and increase existing customer account relationships through sales and referrals of retail, commercial, and other line of business products and services. Manage a fund of cash and process a variety of commercial, savings, and other transactions for customers and the general public while maintaining a superior level of customer satisfaction and quality control.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Provides service leadership within the branch and manages/develops the team. May also assist with leadership within the teller line.
  • Perform daily responsibilities to include cross-selling additional bank products, along with knowledge of opening and closing accounts, servicing customers, processing stop payments, wire transfers, telephone transfers, placing check orders, processing special instructions on accounts and performing general file maintenance.
  • Perform daily office responsibilities and tasks such as account transactions, account maintenance, customer correspondence, balancing and monitor cash items, order and prepare cash shipments, and process collection items.
  • Responsible for the review of daily file maintenance and new account reports.
  • Accountable for daily NSF review/weekly overdraft monitoring.
  • Effectively and efficiently cross-sell bank products and services to both current and potential customers.
  • Promote and display effective planning and organizational skills, dependability, flexibility, and enthusiastic participation of change and innovation including opening and closing the branch as needed.
  • Provide training and support to new and less experienced Personal Bankers and Tellers, answering questions and finding solutions to customer issues that require more experience.
  • Recommends hiring, discipline, promotion, transfers, and termination of teller staff.
  • Conducts performance evaluation for tellers and resolves grievances.
Required Skills
  • Extensive cash handling, which requires ability to perform basic math functions.
  • Proficient computer skills.
  • Ability to properly read and write well enough to communicate in both oral and written form.
  • Ability to perform duties with minimal supervision.
  • Ability to take initiative and utilize sound judgment in decision-making and higher-level problem solving.
  • Ability to establish self as a leader, to not only perform in a leadership role, but to also be recognized by others as a leader.
  • Ability to work in a team environment with the ability to interact well, and in a positive manner, with co-workers and management.
  • Ability to demonstrate a sales initiative.
  • Required to have flexibility in scheduling.
Required Experience

EDUCATION and/or EXPERIENCE

  • High School Diploma or its equivalent.
  • Minimum five (5) years related banking experience in retail banking and/or sales.


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