Customer Service and Sales Manager

About the Role

Responsible for supporting branch sales goals while overseeing all aspects of customer service levels and branch operational integrity. This includes personnel administration, staff development, and fostering a service-driven sales culture in branch banking. You will promote and ensure quality customer service, provide operational support for business development and portfolio administration, and partner with related departments to proactively serve customers. The role ensures regulatory compliance, staff adherence to bank policies, and the operational integrity of the branch.

The incumbent supervises Relationship Bankers and all Operations staff, depending on the branch’s staffing requirements.

Responsibilities

• Service and Sales Responsibilities:
  • Interact professionally with all levels of bank personnel, corporate, and bank clients, demonstrating commitment to quality and extraordinary customer service.
  • Ensure staff actively profile customers during new account and teller transactions to identify cross-sell opportunities.
  • Develop and track individual performance goals; coach and mentor staff to meet customer service, sales, and operational requirements.
  • Establish and manage achievement of assigned team and individual sales production goals.
  • Collaborate with Branch Manager/Relationship Manager to support prospect and customer calls, developing customer onboarding plans, including product and service setup.
  • Support business development colleagues and perform marketing activities to achieve branch growth and profitability goals.
  • May register as an MLO (Mortgage Loan Originator) based on branch/market needs to support loan inquiries, interview applicants, and assist with loan-related functions.
  • Represent the bank by actively participating in outside civic/community affairs, business/industry-related organizations, and other professional activities.
• Operations, Management & Administration Responsibilities:
  • Direct branch operations, acting as the resident expert on procedural, risk, and regulatory functions.
  • Ensure branch compliance with all bank policies/procedures, banking regulations, and satisfactory audit ratings; implement controls for identified deficiencies.
  • Maintain sound operating conditions through daily/monthly operational reviews and required branch certifications.
  • Evaluate staffing levels and skill sets to support customer service requirements; work with management on effective staff deployment.
  • Ensure timely, objective performance reviews/evaluations for branch staff, emphasizing development, coaching, customer service, and sales/referral activities.
  • Recommend hires, transfers, terminations, salary adjustments, and performance standards; approve employee time records, work assignments, vacations, and sick pay.
  • May serve as Safety and/or Security Officer for the branch.

Requirements

• College degree a plus.
• Three to five years’ experience in a similar capacity with management/supervisory responsibilities.
• Comprehensive knowledge of all aspects of branch service functions.
• Thorough knowledge of bank policies and procedures.
• General knowledge of complex support systems, branch efficiency, productivity, and personnel policies.
• Direct sales experience desired.
• Computer experience (Microsoft Word, Excel, Outlook) required.
• Good management skills with emphasis on planning, organization, and scheduling.
• Excellent verbal and written communication skills.
• Bilingual in English and Chinese (Mandarin or Cantonese) preferred.

Pay

$26.44 - $31.25 per hour. Pay determined based on job-related knowledge, skills, experience, and location. This position may be eligible for a discretionary bonus.

Benefits

Cathay Bank offers its full-time employees a competitive benefits package, including:

• Medical, dental, and vision insurance.
• Life insurance and long-term disability insurance.
• Flexible Spending Accounts (FSAs) and Health Savings Account (HSA) with company contributions.
• Voluntary coverages.
• 401(k) retirement plan.