Customer Service Manager

Bank of the Pacific
150 S Main Street
Montesano, WA 98563, USA

Job summary:

A Customer Service Manager (CSM) contributes to the Bank’s success by delivering outstanding customer service and supporting CSR team members. A CSM demonstrates a thorough understanding of all branch related products, systems, processes and procedures. A CSM is proficient in delivering new accounts, consumer loans, effectively cross selling other products and services, as well as developing customer relationships. In addition to all skills or proficiencies of the CSR role, a CSM shares responsibilities with the Branch Manager related to branch operations and demonstrates leadership skills.

• Ensures an exceptional customer experience by observing CSR staff, providing feed-back and modeling desired behaviors
• Coordinates customer onboarding and outreach calling activities with CSR staff
• Shares branch operational responsibilities with Branch Manager including certain required reviews and approvals in accordance with the Bank’s policies and procedures
• Assist in the planning and delivery of effective weekly branch meetings and morning warm ups
• Serves as branch leader on duty in absence of Branch Manager
• Provides consumer loans in accordance with Bank’s policies and procedures (May require real estate secured lending capabilities)
• Opens new consumer and business accounts and delivers related products/services
• Maintains and reconciles a cash drawer, adhering to Bank cash handling & security policies and procedures
• Capable of successfully performing all CSR duties
• Performs other branch duties as assigned

Compliance:

All employees are accountable for compliance with all laws, regulations and adherence to established internal controls and procedures when performing their job duties. Each employee is expected to be familiar with the legal and regulatory requirements and internal controls affecting his or her job responsibilities. It is the affirmative duty of each employee to carry out these responsibilities at all times in a manner that complies with all applicable legal and regulatory requirements and internal controls.

All employees shall be responsible for communicating upward, problems in operations, noncompliance with the code of conduct, or other policy violations or illegal actions. Employees must participate in required training on pertinent compliance laws and regulations as required by the Bank of the Pacific.

All employees will be committed to maintaining a high level of compliance with the Bank Secrecy Act and Anti Money Laundering, USA PATRIOT Act and Financial Recordkeeping regulations recognizing that all three acts are important tools in federal efforts to combat organized crime, terrorism and drug trafficking.

Education / Experience:

• High School diploma or equivalent.
• A minimum of 3 year experience in an operations, sales and service position/role in a Financial Institution is required.

Skills / Knowledge / Abilities:

• Expert knowledge of all Retail Banking products and services.
• A comprehensive understanding of Bank Rules and Regulations, including those applicable to new accounts & consumer loans.
• Ability to effectively communicate courteously and professionally in English (both written and oral).
• Possess general computer knowledge
• Basic math skills
• Basic keyboarding skills
• Operate standard office equipment such as adding machine, copier, typewriter, fax.
• Good interpersonal communication skills.
• Sound reasoning and judgment skills.

Working Conditions / Environment / Potential Hazards:

• While performing the duties of this job the employee regularly works in general office setting with a controlled climate.
• Work involves being able to concentrate on the matter at hand, sometimes managing distracting work conditions and frequent employee and customer contacts and interruptions during the day.
• Work requires regular attendance, punctuality and adherence to agreed-upon schedule with willingness to work additional hours as needed.

Physical Requirements:

• The employee is frequently required to stand, walk, type, and speak with internal and external customers for extended periods of time.
• Typically sitting at a desk or table; intermittently…