Service Excellence Manager - Brickell

At Valley Bank, we believe in people’s growth potential. We invest in it. We protect it. We focus it. For nearly 100 years, we’ve been the Bank that clients from every industry turn to for our expertise, strategies, and advice—building the kind of trust that can fuel every goal. We are the leading relationship bank built for growth—with over $60 billion in assets, 3,800 experts, and more than 200 consumer branches and commercial banking offices across the U.S.

Under the direction of the Market Manager, the Service Excellence Manager provides branch staff with oversight, works with branch staff to ensure compliance and adherence to all Bank policies while providing an outstanding customer experience. The role leads by example in bank product knowledge, sales, and customer support, and supplies a supportive work environment and guidance to meet product sales goals and service standards.

• Achieve and maintain a high level of customer service and satisfaction, individually and collectively within the branch. Provide quality customer service through personal contact with customers and prospects in adherence with company policy, including handling customer issues in person or over the phone, researching, and resolving issues.
• Build and promote branch identity, drive product sales, and promote overall ownership and accountability for improving customer experience and branch success. Create a welcoming atmosphere that ensures continuous client engagement.
• Meet with customers to analyze financial needs and maximize sales opportunities. Offer all bank products and assist with other service needs (account opening, maintenance, and processing transactions) for existing and prospective customers. Demonstrate comprehensive knowledge of all Bank products and services.
• Perform all required customer transactions and use technology to provide services most effectively and efficiently. Maintain and balance a cash box, and use tools such as Teller Scanning Equipment, Cash Recycling, Cash Dispensing machines, and Coin Machines.
• Act as Vault Teller to ensure adequacy of Branch cash for daily transactions, assisting staff in ordering and shipping currency, controlling and distributing cash to Tellers within prescribed limits.
• Participate and support CRA initiatives, activities, and programs.
• Review and approve requests, including cashing large checks, authorizing bank checks or general ledger tickets, and approving various reports, paperwork, and cash counts.
• Work to meet existing branch performance standards, such as controllable operating losses, through compliance with established Bank policies and procedures.
• Continue to build proficiency of banking principles and sales techniques by attending internal and external training and completing continuing education courses.
• Collaborate with the Market Manager to provide feedback regarding interviews, hiring, performance appraisals, and disciplinary actions for staff.
• Assist in community events (e.g., Habitat for Humanity) and support CRA initiatives.
• Maintain knowledge and compliance with the Bank’s Code of Conduct and all policies and procedures.

• Under the direction of the Market Manager, supervise all operational aspects of the branch to ensure satisfactory audit ratings and compliance.
• Possess full knowledge of all branch operations, making sound business decisions and evaluating, honoring, and approving all exception items to minimize potential loss to the bank; supervise Operational Risk.
• Ensure daily compliance with Retail Banking Policy and Procedures.
• Maintain branch in full proof daily status, order and prepare currency shipments, keep cash vault in proof daily, and maintain assigned cash limits.
• Prepare daily, weekly, and/or monthly reports.
• Review and ensure proper account opening documentation and comply with policy and procedure, including timely site visits.
• Know KYC (Know Your Customer) and CIP (Customer Identification Program).
• Handle wire documentation, ensuring proper documentation and approvals prior to sending a wire.
• Oversee timely submission and accuracy of all Branch Management Operational reports, AML reporting, and…