Consumer Client Service Manager

1 month ago

Harlan, United States First Merchants Bank Full time
Job DescriptionJob Description

Position Goals:

Under the direction of or in collaboration with the Banking Center Manager develop and implement a sales plan for the banking center to achieve the strategic and tactical goals of the company. Take a leading role in mentoring the banking center staff to ensure the delivery of a meaningful customer experience. Take a leading role in mentoring and developing the team to exceed sales and referral goals and deliver high quality customer service expectations. Under the direction of or in collaboration with the Banking Center Manager to ensure the operational soundness of the banking center through training, inspecting and coaching to policies and procedures. Serve as a key member of the banking center leadership team to ensure delivery of the whole bank to both new and existing customers.

Essential Duties and Responsibilities:

  1. Under the direction of or in collaboration with the Banking Center Manager develop, implement and lead sales tactics and strategies for the banking center to drive individual and team sales productivity while growing market share for deposits and loans through the following responsibilities:
  2. Engage the team in the sales management process including direct leadership of huddles, weekly sales and platform meetings, touch bases and coaching sessions.
  3. Establish weekly and monthly goals for service associates and customer service representatives to support the overall team goals.
  4. Meet and/or exceed all established team scorecard goals and metrics for the banking center and contribute to the growth of the banking centers deposit and loan portfolios through referral and sales processes.
  5. Provided balanced feedback through ongoing informal and formal documented coaching sessions monthly as a part of the Sales Management Process.
  6. Actively produce individual referrals to model and lead the team in the attainment of referral goals.
  7. Participate in and mentor to teleconsulting activities including call blocks and call nights to achieve all weekly partner referral and appointment goals.
  8. Utilize the kiosk to provide education and help new and existing customers enroll in electronic banking products and services as needed.
  9. Fill in service and sales gaps as needed, i.e. open accounts and take loan applications.
  10. Effectively utilize and mentor to the guided conversation to deepen client relationships and deliver the whole bank through cross selling and partner referrals to increase share of wallet.
  11. Actively participate in and provide input regarding the recruitment and hiring of Associates.
  12. Provide input for Performance Evaluations and complete Performance Evaluation forms as directed.
  13. Provide high quality customer service on a wide variety of banking matters to nurture and grow both new and established long term relationships.
    1. Be highly responsive to process non-monetary requests for customers i.e. approve checks for cashing, accept and process stop payment requests, order debit cards, complete address changes and process check orders.
    2. Be the first person to provide assistance on the teller line during peak times or when needed to help reduce wait times and fill service gaps.
    3. Resolve customer inquiries, problems and complaints with scope of authority while proactively using service to sales techniques to provide solutions to customers for current financial needs.
    4. Use feedback from Customer Service surveys to coach team members to build customer loyalty and create customer advocates.
    5. Provide assistance with maintaining customer records and accounts.
    6. Engage banking center team and business partners to assist customers with a variety of personal and business banking needs.
  14. Ensure banking center team and partners deliver upon Gold Standard for Service expectations.
  15. Under the direction of the or in collaboration with the Banking Center Manager to manage all operational aspects of the banking center. Ensure successful results on the operational scorecard for the banking center.
  16. Oversee and participate in completing the Daily Security Checklist including items such as oversight of operational aspects of the banking center; control opening and closing of the banking center, conduct audits, and banking center balancing.
  17. Monitor and assist with the resolution of deposit and loan exceptions in a timely fashion to ensure compliance and improve the customer experience.
    1. Attend and/or complete applicable and required training classes. Manage and ensure completion of applicable and required training classes for all team members within the banking center.
    2. Ensure compliance for regulations and reporting, including but not limited to: BSA, OFAC, CIP, CRA, EDD, etc.
    3. Ensure total compliance of physical and information security policy including business and consumer verification procedures.
    4. Set and maintain high expectations for branch appearance standards.
  18. Review and resolve personnel issues by partnering with the Banking Center Manager and/or Human Resources to ensure resolution within established procedures and guidelines.
  19. Evaluate overall performance of team members on a constant basis in an honest and impartial manner.
  20. Collaborate with the Banking Center Manager to foster a robust employee experience within the banking center.
  21. Promote the bank through community involvement and leverage contacts to create a pipeline of new business.
  22. Partner effectively throughout the bank with all lines of business to grow the banking center and fulfill the financial needs of our clients.

Position Requirements:

Education - High school diploma or equivalent.
Experience - Over one (1) year of sales, management, banking, or related experience.
License - This position requires S.A.F.E Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS). Employees hired or transferring into this position will need to meet the qualification requirements within three (3) months of hire.
Other - Obtain Notary Public designation within six (6) months of employment.

Preferred Requirements:

Demonstrated ability to sell and cross-sell bank products and services. Consumer lending experience.
Supervisory or lead experience in the banking industry.
Demonstrated ability to manage sales team to achieve threshold activity levels and performance goals.
Bachelor’s degree.

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