Commercial Banking Customer Service Manager - Northwest Bank

Summary: The Customer Service Manager (CSM) provides overall management and leadership of the Customer Service Team. The CSM leads by example to provide exceptional customer service; maintains quality relations with new and existing customers; and provides support to production teams. The CSM is responsible for managing, mentoring, coaching, and leading the day-to-day branch operations of the Customer Service Team, new employee onboarding, identifying needs and providing training, setting customer service goals, holding accountability and encouraging team to reach goals.  The CSM executes job functions while complying with mandatory regulatory requirements and Bank policy. The CSM directly supervises a Customer Service Specialist.

Essential Duties & Responsibilities

• Perform assigned duties in accordance with the Bank’s Mission, Vision and Core Values; and provide the Bank’s customers with timely, responsive, and exceptional service in accordance with the Bank’s customer service standards.
• Hire quality customer centric team member that fits Bank's job description expectations.  Have a sense of urgency in planning, assigning, and coaching up to meet company goals; address complaints and resolving problems in a timely manner.  Keep manager abreast of issues and if necessary, build appropriate timelines with commitments of correct performance behavior.
• Manage and lead day-to-day branch operations to ensure all aspects of compliance monitoring, and transaction reviews for wires, garnishments, cash balancing, large currency transactions and suspicious activity are completed timely.
• Proficient in understanding, executing, and training the requirements associated with opening complex and unique to simple business entity structured deposit accounts and treasury service products
• Foster a customer centric team by putting the customer needs first and ensuring policy, procedures and best practices are followed for a positive and exceptional customer service experience.
• Point of contact for branch facilities, including office supplies, key control, employee onboarding & offboarding, security training, alarm testing, branch currency & coin orders.
• Manage customer support for all deposit products and services; Be the point person for your team to troubleshoot and resolve issues; Dive deeper to understand root causes and resolve issues with the team as they arise.  Utilize all applicable resources such as NB Help Desk, Fiserv ServicePoint, internal guides & procedures, and other available platforms.
• Review employee timecards, edit, correct, and approve each pay period; monitor employee leave time to insure it is being used according to company policy; conduct performance reviews; prepare disciplinary documentation when appropriate; Hire and interview new employees.
• Process exception items for NSF, stop payment, hold and non-post transactions in a timely manner and communicate to Operations Support team to ensure Bank does not take a loss due to untimely decisions.
• Ensure all branch certifications are completed within the assigned timeframes. 
• Adhering to the Bank’s policies and supporting Management decisions and goals in a positive, professional manner.
• Perform other duties as assigned.

Required Qualifications

• Bachelor’s degree in Finance, Business, or other related area; or 5-7 years equivalent work experience
• Exceptional oral and written communication and interpersonal skills consistent with requirements to be successful in coaching, mentoring, and building a customer-centric team
• Working knowledge of deposit and treasury products and services typically used by companies in the small-to-medium size (SME) business segment
• Effective leadership skills
• Effective written and verbal communication skills
• Strong problem-solving techniques

Preferred Qualifications

• Ability to organize and prioritize tasks and projects at an individual level under a variety of conditions and constraints with minimal guidance
• Thorough knowledge of deposit services and other banking services
• Thorough knowledge of deposit policies and procedures, understanding of banking rules, regulations, laws and all policies and procedures including BSA and Patriot Act.
• Intermediate computer skills with collaboration and productivity tools including Windows-based operating systems and office suites (Microsoft Word, Outlook, Excel, PowerPoint); spreadsheet applications to organize data used for advanced data analysis; internet; email; and bank software.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus. While performing the duties of this job, the employee is regularly required to sit; use hands and talk or hear. The employee is occasionally required to walk; reach with hands and arms and stoop, kneel, crouch, or crawl.

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