Customer Relations Manager

Responsibilities

• Manages branch in absence of and in conjunction with the Market Manager.
• Aids in hiring, coaching plans, progressive discipline, performance reviews, promotions and salary recommendations of branch staff.
• Builds trust with customers by identifying their financial goals through established customer experience processes and proactively provides advice and guidance to customers to help them meet their financial goals.
• Participates in creating marketing plans and promotions to move branch forward.
• Leads the branch in following up with customers as outlined in the customer experience process.
• Works with the Market Manager to establish and execute sales plans, coach the team on the established customer experience framework to achieve branch targets.
• Oversees all aspects of branch activities to achieve branch goals.
• Leads and/or participates in branch and peer CRM meetings regarding leadership, product knowledge, sales and goals objectives.
• Supports sales promotions and promotional campaigns through positive communication and engagement.
• Schedules and oversees Customer Relations personnel with teller duties and assists with customers’ transactions during peak periods as well as being primary backup for Customer Relations Supervisor.
• Keeps staff informed of pertinent changes in operational policy and procedures.
• Ensures excellent customer service skills are practiced by all branch staff.
• Assists new branch personnel with training.
• Fosters teamwork and directs branch activity to provide high quality customer service, achieve retail sales goals and deliver that service profitability through a well-trained and motivated staff.
• Represents the Bank with professionalism in appearance and conduct, consistently upholding high ethical and professional standards.
• Represents the Bank through visible leadership involvement in various community-related activities to promote goodwill and generate new business.
• Attends community events and Bank functions, including extended and weekend hours.
• Keeps abreast of regulatory compliance and developments for assigned area and apprises staff of same.
• Recommends procedural changes to Market Manager as needed to support prescribed requirements.
• Ensures effective risk management and daily operations of branch: minimizes teller differences and charge-offs, research teller differences, compliant to all regulatory requirements in completion of BSA and CTR forms, and effectively balance ATM’s, Vault and Branch.
• In conjunction with the Market Manager, works to meet existing branch performance standards in areas such as operating loss control, bank secrecy, and compliance with established policies and procedures.

Qualifications

• Proficient with various computer software programs.
• Ability to use office equipment, including faxes, copiers, computers and cellular phone.
• Strong organizational skills.
• Decision making ability.
• Strong written and verbal communication skills.
• Strong supervisory and coaching skills; motivational and training skills.
• Desire to work with the public focusing on meeting customer needs/including proactive sales and services.
• Professional appearance.
• Working knowledge of all bank products and services.
• Exhibit tact and diplomacy working with a diverse staff.
• Availability to work weekends and extended hours to meet customer needs.
• Notary Public a plus.