Customer Service Manager (Bank Experience Only)

Essential Duties And Responsibilities

• Overall branch oversight for service and operations and performance of Teller and Relationship banker staff.
• Lead team to provide excellent customer service with the ability to effectively resolve customer issues.
• Sourcing, developing, coaching and leading a team that reinforces Union Banks core values, business objectives and employee performance standards.
• Demonstrate and maintain a working knowledge of Union Banks products, services, processes, and internal resources to stay informed, guide and lead the team.
• Drive teams performance and lead by example in the following areas; Customer Service, Sales & Referrals, Operational Excellence.
• Promote good customer experiences by consistently providing best in class customer satisfaction.
• Have a developed rapport with the customer base and have knowledge of account ownership.
• Process a variety of transactions: including but not limited to check cashing, deposits, withdrawals, and payments.
• Count, prove, and package currency and coin.
• Redeem US Savings Bonds.
• Absorb night depository functions.
• Absorb safe deposit box access in accordance with bank policies and procedures.
• Operate TCR machines where applicable including balancing the TCR drawer at the end of the day.
• Fund and sales of pre-paid Visa Cards.
• Perform a variety of customer service transactions such as account holds, stop payments, ACH forms, AFT forms, and others forms/documents as needed.
• Serve as ATM and/or Vault teller as assigned.
• Absorb issuing instant issue debit cards where applicable.

Cash Handling & Operational Excellence

• Know and adhere to appropriate security and emergency procedures.
• Keep customer information in a secured area at all times while maintaining an organized work station.
• Maintain knowledge of the banks policies and procedures.
• Cash checks following proper bank procedures, making sure funds are available and collected.
• Maintain balancing record that is in line with policy and have the ability to find and correct outages and enlist help as appropriate.
• Assist in the opening and closing of the branch.
• Help coordinate branch document retention and destruction in accordance with the banks policies and procedures.

Sales & Referrals

• Consistently meet or exceed sales referrals, as set by management.
• Proactively work to deepen both new and existing customer relationships through cross-sell opportunities.
• Engage in consultative discussions with customers through the new account opening process to understand their financial picture and recommend products and services that best align with meeting their needs.
• Lead branch huddles and participate in applicable sales meetings and staff meetings.
• Maintain a thorough understanding of all Retail products and services offered.
• Initiate conversations to uncover customer needs and effectively refer customer to line of business partners (Mortgage, Commercial, TM, etc.) for the selling of banks products and services.
• Have a good understanding of the banks IRA (Traditional & Roth) and HSA offerings, including tax benefits, contributions and distributions.
• Have a good understanding of the banks lending products.

Qualifications

• Professionalism: Exhibits a high level of professionalism, maintaining integrity and ensuring quality service delivery in all aspects of the role.
• Leadership: Demonstrates the ability to lead teams effectively, manage performance, and inspire collaboration to meet organizational goals.
• Effective Communication: Exceptional verbal and written communication skills, with the ability to engage and collaborate with a diverse range of stakeholders, including employees, clients, business partners, and the public.
• Financial Expertise: A solid understanding of financial principles, including the ability to manage and interpret financial data, and apply key concepts such as discounts, interest, commissions, and other financial variables.
• Analytical Capability: Strong problem-solving skills with the ability to analyze complex data, identify key issues, and propose practical, actionable solutions.
• Technical Proficiency: Proficiency with the Microsoft Office Suite (or equivalent software), and the ability to quickly adapt to new technologies and tools relevant to the role.
• Leadership Excellence: Proven leadership ability with a focus on team development, fostering collaboration, and effectively managing team performance to achieve organizational goals.
• Experience Requirements: Minimum 5 years of recent experience in a retail banking branch environment; experience with a commercial bank is preferred. At least 2 years of direct leadership and management experience required. Proven experience in retail bank sales, serving both consumer and small business clients required. A High School diploma or equivalent required. An Associate's degree or higher in Business, Accounting, and/or Finance preferred. An equivalent combination of education and experience may be considered.