Senior Client Service Manager AVP

About the role

The Senior Client Service Manager is accountable for ensuring the daily delivery of optimal service, operations, and sales to both customers and internal departments through their assigned branch. This role establishes service, operations, and sales standards by leading through example, coaching, and mentoring branch employees. The position reports directly to the Branch Manager and/or Branch Banking Regional Manager and focuses on measurable improvements in service, operations, and sales through structured coaching and performance tracking.

Responsibilities

• Lead daily employee coaching routines to drive measurable results in service, operations, and sales, verified through reporting, meetings, and direct observations.
• Provide structured coaching and mentoring to identify opportunities for cross-selling, account retention, and acquisition of new deposit relationships (personal and business).
• Ensure sales integrity by guaranteeing all products and services sold are genuinely beneficial to customers; uphold zero-tolerance for unethical sales behaviors.
• Maintain operational integrity to meet all audit and regulatory compliance requirements, including BSA, Anti-Money Laundering, OFAC, CIP, and elder abuse reporting.
• Act as the control point for the branch to ensure compliance with CIP, BSA, OFAC, and other regulatory procedures and timelines.
• Engage with the community by supporting organizations that align with the bank’s core values through attendance and appropriate activities.
• Partner effectively with other bank departments to enhance operations, service, and sales.
• Conduct and log client contact calls to maintain annual communication with customers.
• Identify, recruit, and retain top talent for the branch as part of an ongoing effort.

Requirements

• Bachelor’s Degree or equivalent work experience.
• Minimum of 3 to 5 years of branch experience managing employees and/or overseeing branch sales or operations.
• Knowledge of business products and services, bank policies, BSA, privacy laws, and federal banking regulations.
• Ability to comply with all state and federal banking regulations, including BSA, Anti-Money Laundering, OFAC, CIP, elder abuse reporting, sexual harassment policies, and information security requirements.
• Decisiveness, accountability, and ability to drive action.

Skills

• Proficiency in desktop computers and standard office equipment (copiers, fax machines).
• Strong coaching and mentoring abilities.
• Effective communication and partnership-building skills.

Physical Requirements & Work Environment

• Repetitive movement and prolonged sitting.
• Lifting up to 25 lbs.
• Frequent use of hands to handle or control objects.
• Office setting with controlled temperature.

This position is classified as sensitive, requiring a minimum one-week absence each calendar year for separation of duties. Additional related duties may be assigned as needed.