Customer Service Manager

About the Role

The Customer Service Manager performs the duties of a Teller and Personal Banker, oversees daily Teller and Personal Banking operations, ensures compliance, and provides performance coaching to meet client acquisition and service objectives. This role also establishes and grows customer relationships through sales and referrals of retail, commercial, and other banking products and services.

Responsibilities

• Provide service leadership within the branch and manage/develop the teller team.
• Cross-sell bank products and services to current and potential customers.
• Handle daily responsibilities such as opening/closing accounts, processing transactions, stop payments, wire transfers, and account maintenance.
• Review daily file maintenance, new account reports, and monitor NSF/overdraft accounts.
• Train and support new and less experienced Personal Bankers and Tellers.
• Recommend hiring, discipline, promotion, transfers, and termination of teller staff.
• Conduct performance evaluations for tellers and resolve grievances.
• Ensure compliance with banking policies, procedures, and regulations.
• Manage cash funds, balance cash items, and process cash shipments.
• Open and close the branch as needed.

Qualifications

• High School Diploma or equivalent.
• Minimum five (5) years of related banking experience in retail banking and/or sales, or equivalent combination of education and experience.

Skills

• Extensive cash handling and basic math skills.
• Proficient computer skills.
• Strong communication and professional demeanor.
• In-depth knowledge of banking policies, procedures, and regulations.
• Leadership and decision-making abilities.
• Teamwork and positive interaction with co-workers and management.
• Sales initiative and flexibility in scheduling.

Benefits

• Competitive salary range: $23 - $31 per hour (final compensation varies based on experience, skills, and qualifications).
• Generous Paid Time Off (PTO).
• Health, dental, and vision insurance with FSA and HSA options.
• Retirement benefits, including 401k with discretionary matching contributions.
• Childcare assistance program.
• Parental Leave for primary and secondary caregivers.
• Short-term and long-term disability coverage.
• Basic Life and AD&D insurance with elective additional coverage.
• Mental health & wellness benefits, including Headspace subscription and Employee Assistance Program.

Every employee is responsible for adhering to Bank Secrecy Laws (AML/CIP/SAR/CTR/OFAC), the USA Patriot Act, and related regulations. Training is provided during the Introductory Period and annually thereafter. Employment is at-will, with no specific contract period.