Customer Service Manager

General Function

The role of the Customer Service Manager is to perform the duties of a Teller and Personal Banker, oversee daily Teller and Personal Banking, ensure that 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.

• Provides service leadership within the branch and manages/develops the teller team.
• 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 consistently, balance 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.

The role of the Customer Service Manager is to perform the duties of a Teller and Personal Banker, oversee daily Teller and Personal Banking, ensure that 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.

• Provides service leadership within the branch and manages/develops the teller team.
• 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 consistently, balance 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…