Customer Service Manager

PRIMARY PURPOSE:  

Responsible for the operations of the branch office, including all teller functions, enforcement of policies and procedures, regulatory compliance, new business development and retention, branch security, internal controls, and physical facilities. This position supervises the Customer Service Staff to ensure courteous and friendly service that meets customer needs efficiently and productively. The Customer Service Manager identifies training needs, plans, and organizes work schedules and assignments, and recommends actions to improve performance. This role is also key in handling customer concerns and branch issues, taking or recommending actions to resolve them. Additionally, the CSM assists in identifying, soliciting, and referring potential loan customers to qualified loan officers and provides necessary support to lending personnel. 

MINIMUM QUALIFICATION REQUIREMENTS 

• 3-5 years of experience in customer service, preferably in a banking or financial services environment.
• Proven track record of achieving sales, service, and operational goals.
• Strong understanding of banking products, services, and regulations (e.g., Bank Secrecy Act, Anti-Money Laundering, and Know Your Customer protocols).
• Familiarity with branch operations, cash handling procedures, and risk management practices.
• Proficiency in using customer relationship management (CRM) systems and banking software.
• Excellent leadership and team management skills, with the ability to motivate and develop staff.
• Strong problem-solving and conflict-resolution abilities, particularly in customer-facing situations.
• Exceptional communication and interpersonal skills, with a focus on customer satisfaction.
• Adept at time management and multitasking in a high-pressure environment.
• Sales acumen with the ability to identify and pursue cross-selling and upselling opportunities.
• Certification in banking operations or customer service management is a plus (e.g., Certified Financial Services Security Professional (CFSSP) strongly preferred.

ESSENTIAL FUNCTIONS:  

1. Leadership and Team Management
   • Supervise, train, and mentor customer service staff to ensure high levels of performance and engagement.
   • Schedule and manage workloads to maintain adequate staffing levels and meet service demands.
   • Conduct regular performance evaluations and provide constructive feedback to team members.
2. Customer Experience Management
   • Foster a customer-focused environment by ensuring that staff consistently deliver exceptional service.
   • Address escalated customer issues and complaints, providing timely and effective resolutions.
   • Analyze customer feedback and implement improvements to enhance the overall banking experience.
3. Sales and Relationship Management
   • Support branch sales goals by identifying cross-selling opportunities and coaching staff to promote bank products and services.
   • Develop strategies to deepen customer relationships and retain high-value accounts.
   • Monitor customer retention metrics and implement proactive engagement strategies.
4. Compliance and Risk Management
   • Ensure the customer service team adheres to all federal, state, and bank regulations, including Bank Secrecy Act (BSA), Anti-Money Laundering (AML), and Know Your Customer (KYC) protocols.
   • Monitor branch operations to mitigate risks and report any suspicious activities or compliance breaches.
   • Conduct regular audits to ensure adherence to operational standards and procedures.
5. Operational Efficiency
   • Oversee daily branch operations, ensuring smooth functioning of teller lines and customer service areas.
   • Manage cash levels, monitor transaction accuracy, and resolve discrepancies in a timely manner.
   • Utilize data analytics and reporting tools to evaluate branch performance and identify areas for improvement.
6. Training and Development
   • Develop and deliver training programs to ensure staff are knowledgeable about bank products, services, and regulatory updates.
   • Promote professional development by identifying opportunities for skill enhancement and career growth.
   • Stay updated on industry trends and best practices to guide the team effectively.
7. Collaboration and Communication
   • Serve as a liaison between branch staff and upper management, communicating goals, updates, and feedback.
   • Partner with other departments, such as lending, compliance, and marketing, to align customer service strategies with bank objectives.
   • Facilitate regular team meetings to share updates, set goals, and address challenges.
8. Crisis and Conflict Management
   • Handle sensitive situations, such as account disputes or fraud cases, with discretion and professionalism.
   • Serve as the point of contact during emergencies, such as system outages, ensuring minimal disruption to customers.
   • Implement contingency plans to maintain service quality during high-volume periods or unforeseen events.