CUSTOMER SERVICE MANAGER JOB DESCRIPTION - Community …

CUSTOMER SERVICE MANAGER ? JOB DESCRIPTION

Assist the Branch Manager in the efficient, effective management of a full-service branch office, ensuring that established policies and procedures are followed. Responsible for completing, and/or, overseeing the day-to-day operations as delegated by the Branch Manager.

Classification Full-Time

FLSA Status Exempt

Department Branch Operations

STATEMENT OF EXPECTATIONS Community Bank expects all employees to comply with the responsibilities of their assigned position to the highest degree of performance by:

Adhering to the Company's policies and supporting Management decisions and goals in a positive, professional manner.

Representing Community Bank with a high level of integrity and professionalism. Maintaining knowledge and understanding of banking rules, regulations, laws and all policies and procedures

pertaining to them including, but not limited to, the Bank Secrecy Act. Demonstrating a willingness to adapt to changing business needs and deadlines. Possessing a work ethic that includes neatness and punctuality.

Exhibiting a professional, business-like appearance and demeanor.

ESSENTIAL FUNCTIONS

Assist with supervising, training, scheduling, assigning work to, and evaluating job performance of Tellers and Personal Bankers; making authoritative recommendations with regard to hiring and salary; and, when necessary, discipline and discharge of subordinate branch personnel. Assist in conducting regular meetings to keep staff informed and resolve problems.

Ensure the branch is open and ready to conduct business each business day. Provide excellent customer service (e.g., explain savings and checking programs, open new accounts, approve

checks, and transactions that tellers could not transact routinely, deal with difficult customers, etc.). Process consumer loan applications.

o Take applications. o Obtain verifications as necessary. o Analyze credit risk. o Submit to the Loan Department for approval and preparation of documents if approved. Ensure the branch balances all transactions at the close of each business day. o Help tellers and others to resolve balancing problems and authorize over/short adjustments. o Conduct "surprise audits" as necessary to verify accuracy of teller balances.

Updated: 9/21/2015

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o Collect bad checks taken at the branch and delinquent overdrafts, as well as losses resulting from ATM transactions.

Responsible for general maintenance of the branch, ensuring walkways are clear of ice and snow for safety and security of customers, employees, and branch assets.

Ensure all security procedures are strictly followed. See to it that ATMs are serviced and operational during business hours and balanced each day. Join area service clubs and organizations, and represent the Bank at functions and meetings. Make regular business development calls to solicit new business or improve services to existing clients. Responsible for completing Digital University and all other training courses as assigned.

ADDITIONAL RESPONSIBILITIES

Take on overall administrative responsibility for operating the branch when needed.

Backup Teller and/or Personal Banker duties as necessary.

Oversee daily duties of Teller row and Personal Bankers.

Maintain current employee information in the Disaster Recovery Plan.

Review employee time cards, edit, correct and approve each pay period; monitor employee leave time to insure it is being used according to company policy; notify Human Resources when an employee requests, or may require, an extended leave of absence (such as FMLA); conduct performance reviews; prepare disciplinary documentation when appropriate; and complete the necessary paperwork and process when hiring or terminating an employee.

Perform other duties as assigned.

ENVIRONMENT AND INTERACTION Work areas are inside, in a climate-controlled environment, with moderate background noise. Position may involve occasional travel to branch locations. Position may involve exposure to potentially hazardous conditions (e.g., robbery).

Reports To: Branch Manager

MATERIAL AND EQUIPMENT USED:

Computer Typewriter Email

Fax Machine Automobile General Office Supplies

Copier Printer

Voicemail Telephone

PHYSICAL ACTIVITIES REQUIRED TO PERFORM ESSENTIAL FUNCTIONS Sitting/Mobility: Approximately 60% of time is spent working at a desk. Balance of time (approximately 40%) is spent moving around work areas.

Communication: Ability to effectively communicate with co-workers, clients and outside agencies in writing, in person and over the phone.

Updated: 9/21/2015

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Vision: Ability to effectively use a computer screen and interpret printed materials, memos and other appropriate paperwork.

Lifting/Carrying: Ability to transport files and supplies (up to 25 pounds). Stooping/Kneeling: Ability to access files and stock supplies. Reaching/Handling: Ability to input information into computer systems and retrieve and work with appropriate

paperwork, equipment, and supplies. PROFICIENCIES

Excellent written and oral communication skills; ability to communicate effectively and project a professional image when giving and taking information in writing, in person and over the phone.

Solid word processing and computer database skills. Good interpersonal skills with the ability to work with individuals and groups at all organization levels; ability to

work independently and as part of a team. Ability to take initiative and prioritize tasks; good time-management, organizational, problem-prevention and

problem-solving skills. Knowledge and understanding of banking rules, regulations, laws and all policies and procedures pertaining to

them including but not limited to the Bank Secrecy Act. Complete familiarity with the Bank's savings, checking and lending policies and guidelines, as well as specific

loan programs, qualifications, insurance, etc., to provide full savings and loan services. Thorough knowledge of branch operations to coordinate daily functioning of the branch and to resolve

employee and customer problems. Excellent customer service skills with the ability to conduct customer escalation calls and deal with potential

savings and loan customers. Strong analytical ability with active listening skills. Ability to work accurately with close attention to detail. Ability to maintain confidentiality of sensitive information. Ability to study and apply new information.

EDUCATION AND EXPERIENCE High school diploma or equivalent. At least three (3) years of progressively more responsible experience within a financial institution to gain necessary experience and background knowledge to manage a full-service branch and deal effectively with employee and customer relations matters. Must be bondable.

Updated: 9/21/2015

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ACKNOWLEDGEMENT I have received and reviewed a copy of the Customer Service Manager job description. I understand that this job description is not a contract of employment and in no way changes the at-will nature of my employment relationship with Community Bank, under which either Community Bank or I can terminate the employment relationship at any time, with or without cause or notice.

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Signature of Employee

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Printed Name of Employee

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Signature of Supervisor

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Printed Name of Supervisor

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Date

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Date

Updated: 9/21/2015

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