Account Services Manager

ACCOUNT SERVICES MANAGER WHAT IS THE OPPORTUNITY?

Responsible for the day-to-day interaction and relationship management support of an assigned portfolio of high value and/or complex branch banking clients. In collaboration with the Branch Manager and Relationship Managers, the ASM works to address portfolio servicing needs, enhance relationship profitability while adhering to CNB's credit quality standards, and mitigate operational risk. Success in the role will be achieved through proactive and consultative client engagement, delivering the Bank's exemplary level of service, and identifying tailored banking solutions to meet client needs.

The Account Services Manager will have a clearly defined business development plan that is consistently applied and incorporates disciplined sales and service practice. They will focus on retention and expansion of existing relationships in the assigned portfolio and will actively work with other areas of CNB to ensure exemplary service for clients. Key measures of success include exemplary client service, expansion of personal and new small business opportunities from the assigned portfolio, deposit and fee income growth, loan and line volume that includes but is not limited to CRA-eligible fundings, and excellent risk management mitigation.

Must be in good standing under "The Secure and Fair Enforcement for Mortgage Licensing Act of 2008" (Safe Act) and must be registered/licensed with the "Nationwide Mortgage Licensing System and Registry"; or must be able to be registered under the Safe Act. Must remain in good standing under the Safe Act.

• Primary contact with existing clients for day-to-day operational needs, responsible for understanding their specific financial requirements and providing effective solutions, while maintaining the credit quality standards of the bank.
• Uses knowledge of bank products and services to consistently evaluate new opportunities for growth in relationships and recommending solutions to existing clients, as well as developing new business through referrals from these clients.
• Analyzes customer needs in order to cross-sell a wide variety of Bank services. Directs customers to appropriate area within the Bank to facilitate service issues and opportunities for clients. Maintains complete knowledge of all banking products and services including technical proficiency with product utilization.
• Improve Sales & Banking Acumen – committed to continuously developing stronger banking acumen and sales practices through collaboration with SME colleagues, leveraging internal training resources, required job family curriculum, and maintaining awareness of competitive products, practices, rates and changes in market conditions.
• Functions as part of a cohesive unit to service client transactions and is responsible for maintaining and increasing portfolio profitability while prudently managing risk.
• Resolves problems, answers questions related to customer accounts and utilization of bank products and services. Works with customers and/or business management firms to assist in operations areas. Works directly with customers in handling all areas of operations (e.g., loan payments, wires, new accounts, checking and savings account activity, CD’s, investments, etc.) on behalf of Relationship Managers. Provide accurate, timely and extensive information to all customer inquiries and requests to ensure retention of existing profitable clients.
• Business & Risk Management – maintain awareness of updates to policies and procedures, stay within delegated lending authorities. Ensures that decisions made are consistent with all Bank policies and procedures, and that the risk associated with those decisions can be effectively managed.
• Critical Thinking – ability to analyze situations and translate them into insights that are used to make informed decisions and provide tailored advice for each client’s individual situation.
• Adaptability – manage ambiguity and be able to quickly pivot to advise clients as necessary.
• Self-Organization & Effectiveness – ability to use tools and best practices to prioritize the right activities and deliver a consistent…