Customer Service Manager

Location:

205 W. Main Street, Marshalltown, IA 50158

Leads the Customer Service Department, provides guidance and support to ensure department efficiency and compliance. Provides a full range of consumer and commercial deposit account services to meet the financial needs of customers. Provides work direction to employees and ensures prompt, courteous, and friendly service to customers. Monitors performance while fostering a team environment, exercising responsibilities of a manager, providing and recommending training as needed.

Handles more complex customer relationships and service issues.

• Performs the usual responsibilities of a manager in regard to staff, including performance appraisals, coaching and problem resolution. Makes recommendations regarding staffing needs, responsibilities, and efficiencies, and participates in the hiring process.
• Ensures staff compliance with the bank's policies, procedures and regulations.
• Plans and facilitates customer service meetings for staff with the goal of developing consistency in procedures and adherence to bank policies as well as providing a forum for training.
• Offers guidance to Universal Bankers regarding more involved products.
• Oversees training of new customer service staff. Identifies training needs within the existing customer service staff. Ensures appropriate training is provided either personally or through external programs.
• Models exemplary customer service and implements customer service initiatives across lines of business.

• Responds to customer inquiries regarding deposit products and rates, explaining deposit products and services offered and suggesting appropriate products.
• Opens and closes deposit accounts, following bank guidelines and policies.
• Services deposit accounts by answering questions and resolving product or service-related issues.
• Cross sells additional products and services to deepen customer/bank relationships.

• Promotes a congenial and cooperative working environment, fostering a team atmosphere within the department.
• Meets regularly with staff, both one-on-one and in team meetings.

• Schedules staff to optimize workflow, planning staffing levels and coordinating individual schedules to ensure appropriate levels of coverage on a daily, weekly, and monthly basis.
• Provides direction to ensure provision of prompt, courteous, and friendly servicing of customers' needs.
• Answers staff questions and approves CSR transactions in the absence of the Lead Teller, in accordance with bank policies.

• Serves as primary contact for customers with more complex banking relationships.
• Processes, solves, and answers complex customer transactions, problems or inquiries that cannot be handled by front-line staff.
• Works through fraud cases ensuring accuracy in chargeback rights and customer/bank responsibility.
• Works with business clients to set up and service Positive Pay and Cash Management services.

• Participates actively in civic and community activities to enhance the bank's image and visibility.
• Participates in development programs to further develop skills and knowledge needed for future opportunities and professional customer service.
• Performs other duties and special projects as assigned.

• A two- or four-year college degree in business administration, finance, or management is preferred.
• A minimum of one year of supervisory experience is required with a minimum of three years of progressively responsible experience in a financial institution.
• Highly organized and detail-oriented with the ability to critically review and analyze policies and procedures and develop processes and process improvements.
• Excellent oral, written, listening, and presentation skills are required, with the ability to foster teamwork within the branch/department and to work both independently and in a cross-functional team setting.
• Ability to resolve problems and make decisions with limited supervision.
• Good working knowledge of relevant computer and word processing software.
• All employees are expected to perform…