Manager Universal Banking Center

Summary

The manager will be a self‑starter who is comfortable interacting with clients through video link, web chat, secure email, phone, and other forms of written and digital communications to complete banking transactions, provide client service and support, and recommend other products and services. The manager must be able to train, coach and develop a team consisting of various levels of banking experience in the delivery of exceptional client service and banking operations.

The manager will lead the day‑to‑day operations of a blended video teller and client care team consisting of supervisors, shift leads, and universal agents toggling between various modes of client communication and task assignments. The manager will be responsible for delivering department operating objectives, adhering to quality standards, hiring, training, and developing center staff, communicating results and improvement plans to management, and developing and improving processes such as the banking app, text alerts, mobile deposits, usage of smart ATM’s/ITM’s, chatbox, and all other self‑service channels.

• Improve processes, methods, procedures and coordinating activities with other internal and external business partners.
• Manage all levels of Universal Banking agents to provide front line client support via video connections, web chat, email, phone, and other electronic communications (e.g., web chat, fax, etc.).
• Responsible for supervising Universal Banking agents to provide front‑line client support regarding teller transactions, digital banking, bill payment, digital Banking, alerts, electronic statements, general banking inquiries and transactions, and perform account maintenance functions.
• Lead the team by example and through clear communication of, and adherence to, defined company and departmental quality standards, codes of conduct and professionalism.
• Ensure that all transactions for the center are conducted in accordance with bank methods, procedures, and quality standards.
• Manage the daily, weekly, monthly, and annual reporting functions for the Universal Banking channel to deliver operational, management, and ad hoc reporting and business analysis.
• Provide back up for all universal banking support functions.
• Complete all personnel actions to include timely timecard approvals, annual evaluations and merit actions, performance coaching, counseling, career development.
• Define, manage, and ensure delivery of the department training curriculum for new hires and additional training / re‑training to support new processes, products, and universal banking functions and capabilities.
• Support other departments (retail branches, client care, client relations) for client service issues and escalations.
• Manage the identification, development and delivery of new / improved processes related to universal banking and other internal partners (compliance, client care, lending, etc.) to ensure requests are processed in a compliant, efficient, and accurate manner.
• Work among a team of client‑facing associates who are required to exhibit a strong professional and client‑focused orientation in all client interactions. Ensures client experience is "fast, easy, and personal" consistent with Company client service standards.
• Lead the department in meeting operating goals and objectives through leading by example and adherence to quality standards, codes of conduct and professionalism.
• Maintain a professional and presentable appearance in all internal and external client interactions.
• Develop a Sales strategy to cross‑sell clients over Glia chat.
• Train new and existing staff on Sales strategy/sales techniques using Glia chat platform.
• Provide community education outreach to fulfill CRA commitments as directed by the Company.
• Be a digital expert in educating clients and associates in our digital banking platform. This includes, but is not limited to, online banking and bill pay/external
• Observe and coach through role play, mentoring, and motivating staff on a consistent basis through weekly O3 meetings and as needed for improvement of individual performance.
• Support other departments (retail branches) for UBC/Digital client…