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.

• 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 an exceptional customer service mindset of the team. Ensure prompt, professional, and courteous service at all 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, and open deposit accounts.
• 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.

• 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.

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

Associate

Full‑time

Management

Banking

Location:

Irving, TX | Compensation: $‑$