Assistant Manager/Customer Assistance

About the role

National Bank is currently seeking candidates for a full-time Customer Assistance Assistant Manager position in Pulaski. The successful candidate must enjoy a team atmosphere and be committed to providing outstanding customer service. This position is responsible for assisting the Customer Assistance Manager in all facets of operations.

Responsibilities

• Provide back-up support to the Customer Assistance Manager in his or her absence.
• Assist Customer Assistance Manager in preparing performance appraisals and participate in the performance appraisal interview with the employee and Customer Assistance Manager.
• Complete customer service observations daily to ensure quality of the customer service provided by each employee and collaborate with Customer Assistance Manager to provide coaching.
• Coach, counsel and direct employees with various employment issues as needed.
• Coordinate schedules.
• Set a professional example in regards to business-like manners, appearance, work effort and employee relations.
• Possess an in-depth knowledge of the bank's products and services and make referrals to various lines of business, and coach and develop team to identify, recommend and refer.
• Develop new business by regularly offering customers appropriate additional bank products and services.
• Ensure compliance and security procedures are being followed by all staff members.
• Provide in-depth customer service on eBanking services, including answering questions, researching and resolving customer issues or concerns.
• Answer customer inquiries and resolve customer problems.
• Perform other duties as assigned, such as returned mail, address/phone number changes, file maintenance, eBanking limit changes, daily review of stop payments, etc.

Requirements

• Strong computer skills, specifically Microsoft 365 products, web-ex, etc.
• Ability to understand and explain the personnel policies in the employee handbook.
• Ability to give and receive detailed instructions.
• Working knowledge of compliance responsibilities and BSA/AML regulatory requirements.

Benefits

National Bank offers full-time employees a benefits package that includes health, dental, life, and long-term disability insurance and excellent retirement plans.