Job: Customer Service Manager - Banking

The Customer Service Manager oversees the customer service department at a community bank office. This position provides guidance to the Customer Service Representatives and works to enhance overall service to customers. This role will be responsible for effectively managing the customer service department (teller line) of the bank, developing and mentoring employees, ensuring compliance with established standards and regulations, and encouraging business generation activities.

Position Expectations:
Managing and Developing Staff

Effectively trains and coaches staff for improved performance.
Leads by example and helps to create a positive environment.

Hold regular meetings to keep staff informed of expectations and changes in processes and/or procedures.

Regularly documents performance and prepares and administers performance evaluations within two weeks of an employee’s anniversary.

Assists in the creation of a fun, productive and creative environment.

Customer Service

Monitors the processing of consumer account transactions and maintenance of accounts.

Assists in resolving customer issues in a tactful, effective manner and explains First Bank Financial Centre policies.

Ensures the staff delivers distinctive customer service.

Operational Tasks

Ensures staff complies with established standards and regulations.

Resolves audit exceptions in a timely manner on an as needed basis.

Works to resolve internal and external customer issues promptly and courteously.

Ensures training of procedures has been implemented.

Miscellaneous

Works with other departments to streamline processes.

Demonstrates support for new products and services.

Serves as a leader or member on various projects.

Other duties may be assigned.

High school diploma or GED.

2 years of supervisory experience in a retail bank.

2 years experience in customer service in a retail bank.

Knowledge of bank audit/compliance procedures.

Focus on mentoring and coaching to improved performance.

Strong customer service focus.

Strong initiative and ability to make independent decisions.

New accounts experience preferred.