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National Bank is currently seeking candidates for a full-time Customer Assistance Assistant Manager position in Pulaski. Â The successful candidate must enjoy a team atmosphere and be committed to providing outstanding customer service. This position is responsible for assisting the Customer Assistance Manager in all facets of operations. The Assistant Manager supervises the day-to-day operations of the office and must be able to assume full responsibility for the office during the absence of the Customer Assistance Manager.
Major Accountabilities:
1. Provide back-up support to the Customer Assistance Manager in his or her absence.
2. Assist Customer Assistance Manager in preparing performance appraisals and participate in the performance appraisal interview with the employee and Customer Assistance Manager.
3. Complete customer service observations daily to ensure quality of the customer service provided by each employee. Collaborate with Customer Assistance Manager and provide coaching.
4. Coach, counsel and direct employees with various employment issues as needed.
5. Coordinate schedules.
6. Set a professional example in regards to business like manners, appearance, work effort and employee relations.
7. Possess an in-depth knowledge of the banks products and services and make referrals to various lines of business. Coach and develop team to identify, recommend and refer.
8. Develop new business by regularly offering customers appropriate additional bank products and services.
9. Ensure compliance and security procedures are being followed by all staff members.
10. Provide in depth customer service on eBanking services, including answering questions, researching and resolving customer issues or concerns.
11. Answer customer inquiries and resolve customer problems.
12. Perform other duties as assigned; returned mail, address/phone number changes, file maintenance, eBanking limit changes, daily review of stop payments, etc.
13. Applicant must possess strong computer skills, specifically Microsoft 365 products, web-ex, etc.
Decision Making:
1. Ability to understand and explain the personnel policies in the employee handbook.
2. Ability to give and receive detailed instructions.
3. Employee is responsible for having a working knowledge of the compliance responsibilities pertaining to his/her job functions.
4. Employee will maintain a knowledge of BSA/AML regulatory requirements at a level required by their job functions.
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