Client Services Manager

About the role

This position is responsible for providing product/services support to Client Services staff and plays a fundamental role in achieving client satisfaction and revenue growth objectives. It involves developing and growing client relationships by delivering exceptional customer service and product/services, as well as managing and developing the client services team.

Key organizational relationships

• Reports to Cashier
• Works closely with the Client Services Team and Clients

Responsibilities

• Manages, trains, and coaches the Client Services team
• Manages staff PTO to ensure the department is adequately staffed at all times
• Ensures great customer service at all levels
• Manages client complaints or issues with ease and timely follow-up
• Coordinates team job tasks to ensure efficient performance with timeliness and accuracy
• Sets goals and completes performance reviews for CSRs
• Completes reporting requirements and ensures deadlines are met
• Stays informed and educates staff on product knowledge
• Ensures all deposit products are trained appropriately for team members
• Documents all department processes and procedures and ensures policies are up to date
• Performs all necessary account reconciliations
• Familiar with General Ledger and prepaid/accruals
• Utilizes PeopleSoft for Accounts Payable, Application Interface, and Asset Management (depreciation)
• Serves as a contributing member of the Asset Liability Committee
• Processes unassigned overdrafts
• Purchases supplies and maintains price bids and budget
• Completes the deposit section of the quarterly Call Report
• Processes levies, garnishments, and subpoenas
• Ensures the Bank Settlement position is maintained daily and purchasing/selling of Fed Funds or Wholesale Funding is within policy guidelines
• Meets all compliance requirements with regards to products, services, and forms
• Prepares exam/audit information including annual KPMG/Eide Bailly responses
• Utilizes BIC (Business Intelligence Center) to build reports as needed for deposits/marketing

Skills and abilities

• Solid understanding of processes
• Familiarity with banking rules and regulations
• Demonstrates accuracy and thoroughness
• Attention to detail
• Results-driven
• Mathematical skills, basic PC knowledge, familiarity with electronic equipment, and financial skills
• Customer-focused
• Eye for detail and accuracy
• Excellent communication, organizational, and leadership skills

Requirements

• Associate degree in Business or Accounting (or a related field)
• 4–6 years of related experience and/or training
• Equivalent combination of education and experience

Benefits

• Stakeholder bonus
• Health insurance
• Dental insurance
• Retirement plan (401k) – 3% Safe Harbor contribution plus discretionary contribution
• 10 observed holidays
• PTO
• Group term life insurance provided
• Short-term disability – 100% provided by company
• Long-term disability
• Maternity/paternity leave – 100% of pay
• Community involvement programs (Pay-It-Ohnward, Grilling for Charity, TGIM Company Event)