Customer Service and Sales Manager
for section headings. Use - for any list of duties/requirements/benefits. Use
for prose.
We must preserve all substantive information; do not invent or summarize away detail. So we need to include all details from responsibilities, qualifications, benefits, pay.
We must not create sections with filler like "commensurate with experience". Not needed.
We need to decide headings: About the role (maybe using General Summary). Responsibilities (maybe combine Service and Sales and Operations). Qualifications (maybe include college degree, experience, knowledge, skills). Skills (maybe separate but we could incorporate into Qualifications). Benefits (list). Pay (hourly range and bonus). Possibly also "Direct Reports" as part of Responsibilities.
We must not include headings with no content.
Let's extract content:
General Summary: "Responsible for supporting the branch sales goals while overseeing all aspects of customer service levels and branch operational integrity. Responsible for personnel administration, staff development as well as the service driven sales culture of branch banking. Promote, implement, and ensure quality customer service. Provide operational support to areas involving business development and portfolio administration. Support customer retention and acquisition programs by partnering with related Cathay department colleagues to proactively provide services for customers. Ensure regulatory compliance and staff adherence to bank policies and procedures. Maintain operational integrity of the branch."
Direct Reports: "The incumbent supervises Relationship Bankers and all Operations staff (depending on the branch’s staffing requirements)"
Essential Functions: split into Service and Sales Responsibilities and Operations, Management & Administration Responsibilities.
Service and Sales Responsibilities bullet points (looks like sentences separated by no punctuation but we can treat each sentence as a duty). Let's list them:
- Interact in an effective and professional manner with all levels of bank personnel, corporate and bank clients demonstrating commitment to quality and extraordinary customer service
- Ensure staff are actively profiling customers during new account and teller transaction process to identify cross sell opportunities to meet customer needs/requirements
- Responsible for developing and tracking individual performance goals.
- Develop coaching and mentoring process for staff to ensure their performance meets bank customer service, sales, and operational requirements
- Establish and manage achievement of assigned team and individual sales production goals
- Collaborate with Branch Manager / Relationship Manager in support of prospect and customer calls to develop customer onboarding plan, including set-up of products and services
- Support business development colleagues, and perform marketing activities as needed in efforts to achieve branch growth and profitability goals
- May register as MLO (Mortgage Loan Originator)- based on branch/market needs, to support loan inquiries, interview loan 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 as appropriate
Operations, Management & Administration Responsibilities:
- Direct the operations functions of the branch. This encompasses the full knowledge of branch functions which include- new accounts, teller operations and safe box. The incumbent acts as the resident expert on procedural, risk and regulatory functions within the branch
- Ensure that the branch consistently complies with all bank policies/procedures, banking regulations and meets satisfactory audit rating. Implement appropriate controls and oversight for any identified deficiencies
- Ensure sound operating conditions are maintained in the branch by utilizing the daily and monthly operational and reporting reviews along with completion of required branch certifications
- Perform staffing evaluation to ensure appropriate levels of staffing and skill sets in support of customer service requirements. Work with Branch Manager and Regional management on effective staff deployment and utilization
- Ensure performance reviews/evaluations of the branch’s non-officer staff and officers as assigned, are completed timely, objectively and with proper emphasis on individual development, coaching skills, customer service skills and sales/referral activities
- Recommend hires, transfers, terminations, salary adjustments, performance standards and reviews. Approve employee daily time records, work assignments, vacations, sick pay, etc.
- May serve as Safety and/or Security Officer for the branch
Qualifications:
- 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 and productivity, and personnel policies and procedures.
- 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.
- Bi-lingual English and Chinese (Mandarin or Cantonese) preferred.
Benefits:
- Cathay Bank offers its full-time employees a competitive benefits package which is a significant part of their total compensation.
- It is our goal to provide employees with a comprehensive benefits package to fit their needs which includes, coverage for medical insurance, dental insurance, vision insurance, life insurance, long-term disability insurance, and flexible spending accounts (FSAs), health saving account (HSA) with company contributions, voluntary coverages, and 401(k).
Pay:
- $26.92 - $38.46 / hour Pay determined based on job-related knowledge, skills, experience, and location.
- This position may be eligible for a discretionary bonus.
Schedule: not present.
We should not include boilerplate like EEO, accessibility, privacy policy, etc.
Now produce HTML:
We need sections: maybe About the role (h3) with p containing General Summary and Direct Reports? Could combine.
Responsibilities (h3) with ul li for each duty (maybe combine both categories but we can keep as one list). Could separate into two subheadings? But only h3 allowed for section headings; we could have nested headings? Not specified; better to keep one Responsibilities section with all duties.
Qualifications (h3) with ul li.
Skills maybe not separate; we could incorporate into Qualifications.
Benefits (h3) with ul li.
Pay (h3) with p.
We must not include empty sections.
Let's craft.
Check that we preserve all substantive information: Did we miss any? The "General Summary" includes multiple sentences; we included. Direct Reports included? We haven't added Direct Reports explicitly; we could include as a bullet under Responsibilities or as a separate sentence in About the role. Better to include as a bullet under Responsibilities (since it's about supervising). But the Direct Reports statement is separate; we can include as a bullet under Responsibilities.
Also "Essential Functions" heading is not needed; we just list duties.
Now ensure we didn't miss any duty: The Service and Sales Responsibilities list includes 9 items; we captured. Operations list includes 7 items; we captured.
Now Benefits: we captured medical, dental, vision, life, long-term disability, FSAs, HSA with company contributions, voluntary coverages, 401(k). Also mention that it's a significant part of total compensation. We'll include that as prose maybe before list.
Pay: include range and discretionary bonus.
Now produce HTML.
We must not include markdown fences. Just raw HTML.
Let's write:
About the role
Responsible for supporting the branch sales goals while overseeing all aspects of customer service levels and branch operational integrity. Responsible for personnel administration, staff development as well as the service driven sales culture of branch banking. Promote, implement, and ensure quality customer service. Provide operational support to areas involving business development and portfolio administration. Support customer retention and acquisition programs by partnering with related Cathay department colleagues to proactively provide services for customers. Ensure regulatory compliance and staff adherence to bank policies and procedures. Maintain operational integrity of the branch.
Responsibilities
- The incumbent supervises Relationship Bankers and all Operations staff (depending on the branch’s staffing requirements)
- Interact in an effective and professional manner with all levels of bank personnel, corporate and bank clients demonstrating commitment to quality and extraordinary customer service
- Ensure staff are actively profiling customers during new account and teller transaction process to identify cross sell opportunities to meet customer needs/requirements
- Responsible for developing and tracking individual performance goals.
- Develop coaching and mentoring process for staff to ensure their performance meets bank customer service, sales, and operational requirements
- Establish and manage achievement of assigned team and individual sales production goals
- Collaborate with Branch Manager / Relationship Manager in support of prospect and customer calls to develop customer onboarding plan, including set-up of products and services
- Support business development colleagues, and perform marketing activities as needed in efforts to achieve branch growth and profitability goals
- May register as MLO (Mortgage Loan Originator)- based on branch/market needs, to support loan inquiries, interview loan 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 as appropriate
- Direct the operations functions of the branch. This encompasses the full knowledge of branch functions which include- new accounts, teller operations and safe box. The incumbent acts as the resident expert on procedural, risk and regulatory functions within the branch
- Ensure that the branch consistently complies with all bank policies/procedures, banking regulations and meets satisfactory audit rating. Implement appropriate controls and oversight for any identified deficiencies
- Ensure sound operating conditions are maintained in the branch by utilizing the daily and monthly operational and reporting reviews along with completion of required branch certifications
- Perform staffing evaluation to ensure appropriate levels of staffing and skill sets in support of customer service requirements. Work with Branch Manager and Regional management on effective staff deployment and utilization
- Ensure performance reviews/evaluations of the branch’s non-officer staff and officers as assigned, are completed timely, objectively and with proper emphasis on individual development, coaching skills, customer service skills and sales/referral activities
- Recommend hires, transfers, terminations, salary adjustments, performance standards and reviews. Approve employee daily time records, work assignments, vacations, sick pay, etc.
- May serve as Safety and/or Security Officer for the branch
Qualifications
- 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 and productivity, and personnel policies and procedures.
- 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.
- Bi-lingual English and Chinese (Mandarin or Cantonese) preferred.
Benefits
Cathay Bank offers its full-time employees a competitive benefits package which is a
for prose. We must preserve all substantive information; do not invent or summarize away detail. So we need to include all details from responsibilities, qualifications, benefits, pay. We must not create sections with filler like "commensurate with experience". Not needed. We need to decide headings: About the role (maybe using General Summary). Responsibilities (maybe combine Service and Sales and Operations). Qualifications (maybe include college degree, experience, knowledge, skills). Skills (maybe separate but we could incorporate into Qualifications). Benefits (list). Pay (hourly range and bonus). Possibly also "Direct Reports" as part of Responsibilities. We must not include headings with no content. Let's extract content: General Summary: "Responsible for supporting the branch sales goals while overseeing all aspects of customer service levels and branch operational integrity. Responsible for personnel administration, staff development as well as the service driven sales culture of branch banking. Promote, implement, and ensure quality customer service. Provide operational support to areas involving business development and portfolio administration. Support customer retention and acquisition programs by partnering with related Cathay department colleagues to proactively provide services for customers. Ensure regulatory compliance and staff adherence to bank policies and procedures. Maintain operational integrity of the branch." Direct Reports: "The incumbent supervises Relationship Bankers and all Operations staff (depending on the branch’s staffing requirements)" Essential Functions: split into Service and Sales Responsibilities and Operations, Management & Administration Responsibilities. Service and Sales Responsibilities bullet points (looks like sentences separated by no punctuation but we can treat each sentence as a duty). Let's list them: - Interact in an effective and professional manner with all levels of bank personnel, corporate and bank clients demonstrating commitment to quality and extraordinary customer service - Ensure staff are actively profiling customers during new account and teller transaction process to identify cross sell opportunities to meet customer needs/requirements - Responsible for developing and tracking individual performance goals. - Develop coaching and mentoring process for staff to ensure their performance meets bank customer service, sales, and operational requirements - Establish and manage achievement of assigned team and individual sales production goals - Collaborate with Branch Manager / Relationship Manager in support of prospect and customer calls to develop customer onboarding plan, including set-up of products and services - Support business development colleagues, and perform marketing activities as needed in efforts to achieve branch growth and profitability goals - May register as MLO (Mortgage Loan Originator)- based on branch/market needs, to support loan inquiries, interview loan 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 as appropriate Operations, Management & Administration Responsibilities: - Direct the operations functions of the branch. This encompasses the full knowledge of branch functions which include- new accounts, teller operations and safe box. The incumbent acts as the resident expert on procedural, risk and regulatory functions within the branch - Ensure that the branch consistently complies with all bank policies/procedures, banking regulations and meets satisfactory audit rating. Implement appropriate controls and oversight for any identified deficiencies - Ensure sound operating conditions are maintained in the branch by utilizing the daily and monthly operational and reporting reviews along with completion of required branch certifications - Perform staffing evaluation to ensure appropriate levels of staffing and skill sets in support of customer service requirements. Work with Branch Manager and Regional management on effective staff deployment and utilization - Ensure performance reviews/evaluations of the branch’s non-officer staff and officers as assigned, are completed timely, objectively and with proper emphasis on individual development, coaching skills, customer service skills and sales/referral activities - Recommend hires, transfers, terminations, salary adjustments, performance standards and reviews. Approve employee daily time records, work assignments, vacations, sick pay, etc. - May serve as Safety and/or Security Officer for the branch Qualifications: - 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 and productivity, and personnel policies and procedures. - 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. - Bi-lingual English and Chinese (Mandarin or Cantonese) preferred. Benefits: - Cathay Bank offers its full-time employees a competitive benefits package which is a significant part of their total compensation. - It is our goal to provide employees with a comprehensive benefits package to fit their needs which includes, coverage for medical insurance, dental insurance, vision insurance, life insurance, long-term disability insurance, and flexible spending accounts (FSAs), health saving account (HSA) with company contributions, voluntary coverages, and 401(k). Pay: - $26.92 - $38.46 / hour Pay determined based on job-related knowledge, skills, experience, and location. - This position may be eligible for a discretionary bonus. Schedule: not present. We should not include boilerplate like EEO, accessibility, privacy policy, etc. Now produce HTML: We need sections: maybe About the role (h3) with p containing General Summary and Direct Reports? Could combine. Responsibilities (h3) with ul li for each duty (maybe combine both categories but we can keep as one list). Could separate into two subheadings? But only h3 allowed for section headings; we could have nested headings? Not specified; better to keep one Responsibilities section with all duties. Qualifications (h3) with ul li. Skills maybe not separate; we could incorporate into Qualifications. Benefits (h3) with ul li. Pay (h3) with p. We must not include empty sections. Let's craft. Check that we preserve all substantive information: Did we miss any? The "General Summary" includes multiple sentences; we included. Direct Reports included? We haven't added Direct Reports explicitly; we could include as a bullet under Responsibilities or as a separate sentence in About the role. Better to include as a bullet under Responsibilities (since it's about supervising). But the Direct Reports statement is separate; we can include as a bullet under Responsibilities. Also "Essential Functions" heading is not needed; we just list duties. Now ensure we didn't miss any duty: The Service and Sales Responsibilities list includes 9 items; we captured. Operations list includes 7 items; we captured. Now Benefits: we captured medical, dental, vision, life, long-term disability, FSAs, HSA with company contributions, voluntary coverages, 401(k). Also mention that it's a significant part of total compensation. We'll include that as prose maybe before list. Pay: include range and discretionary bonus. Now produce HTML. We must not include markdown fences. Just raw HTML. Let's write:
About the role
Responsible for supporting the branch sales goals while overseeing all aspects of customer service levels and branch operational integrity. Responsible for personnel administration, staff development as well as the service driven sales culture of branch banking. Promote, implement, and ensure quality customer service. Provide operational support to areas involving business development and portfolio administration. Support customer retention and acquisition programs by partnering with related Cathay department colleagues to proactively provide services for customers. Ensure regulatory compliance and staff adherence to bank policies and procedures. Maintain operational integrity of the branch.
Responsibilities
- The incumbent supervises Relationship Bankers and all Operations staff (depending on the branch’s staffing requirements)
- Interact in an effective and professional manner with all levels of bank personnel, corporate and bank clients demonstrating commitment to quality and extraordinary customer service
- Ensure staff are actively profiling customers during new account and teller transaction process to identify cross sell opportunities to meet customer needs/requirements
- Responsible for developing and tracking individual performance goals.
- Develop coaching and mentoring process for staff to ensure their performance meets bank customer service, sales, and operational requirements
- Establish and manage achievement of assigned team and individual sales production goals
- Collaborate with Branch Manager / Relationship Manager in support of prospect and customer calls to develop customer onboarding plan, including set-up of products and services
- Support business development colleagues, and perform marketing activities as needed in efforts to achieve branch growth and profitability goals
- May register as MLO (Mortgage Loan Originator)- based on branch/market needs, to support loan inquiries, interview loan 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 as appropriate
- Direct the operations functions of the branch. This encompasses the full knowledge of branch functions which include- new accounts, teller operations and safe box. The incumbent acts as the resident expert on procedural, risk and regulatory functions within the branch
- Ensure that the branch consistently complies with all bank policies/procedures, banking regulations and meets satisfactory audit rating. Implement appropriate controls and oversight for any identified deficiencies
- Ensure sound operating conditions are maintained in the branch by utilizing the daily and monthly operational and reporting reviews along with completion of required branch certifications
- Perform staffing evaluation to ensure appropriate levels of staffing and skill sets in support of customer service requirements. Work with Branch Manager and Regional management on effective staff deployment and utilization
- Ensure performance reviews/evaluations of the branch’s non-officer staff and officers as assigned, are completed timely, objectively and with proper emphasis on individual development, coaching skills, customer service skills and sales/referral activities
- Recommend hires, transfers, terminations, salary adjustments, performance standards and reviews. Approve employee daily time records, work assignments, vacations, sick pay, etc.
- May serve as Safety and/or Security Officer for the branch
Qualifications
- 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 and productivity, and personnel policies and procedures.
- 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.
- Bi-lingual English and Chinese (Mandarin or Cantonese) preferred.
Benefits
Cathay Bank offers its full-time employees a competitive benefits package which is a