Retail Service Manager

We are looking to fill this new position to the bank

POSITION SUMMARY

The Retail Service Manager is responsible for managing our branch retail department and handling customer service interactions including both retail and business. The service manager's responsibilities include providing the highest level of customer service, developing lasting customer relationships, and managing an assigned team. The service manager maintains a strong working knowledge of industry standards and practices as well as the Bank's products and services.

To be successful as a Retail Service Manager, you should display a strong sales-minded attitude as well as excellent leadership skills. You should also be able to develop and maintain strong, positive relationships with customers and third-party vendors.

WHAT YOU'LL DO:

• Delegating and directing service tasks, monitoring the progress of current projects, and managing team members to ensure the team's objectives and goals are met.
• Are the face of Wolf River Community Bank's assigned branch location and are responsible for providing exceptional customer service while handling all front-line client needs and ensuring compliance with all Retail policies and procedures. The SM serves as the Universal Banker for new accounts and Head Teller.
• Provide WOW experiences both internally and externally to support the servicing of customers including both retail and business customers, and deposits and lending.
• Manage your team's development through on-going coaching, training, and performance feedback including the Bank's performance review process.
• Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure a WOW customer experience.
• Assisting with or performing administrative tasks, such as managing and updating invoices, processing new orders, and tracking inventory.
• Monitoring department issues and client complaints to create methods to lessen recurring issues.
• Auditing work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.
• Responsible for training new employees that join the Bank.
• Maintaining a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes.
• Drive to support Branch profitability and growth
• As a leader in the organization, this role is responsible for being a steward to the Banks' core values as well as driving excellence, delivering tangible and consistent results, a hunger for knowledge and an ability to cultivate growth in others.

WHAT YOU'LL NEED:

• A bachelor's degree in business, administration, or related field OR commensurate amount of on-the-job experience in a related role.
• 3-5 years of experience in Retail Banking or a supervisory role is required.
• Strong Banking industry knowledge.
• Excellent leadership, communication, sales, and customer service skills.
• Computer literacy and good organizational skills.
• Strong creative thinking and problem-solving skills.
• Ability to communicate effectively at many levels of the organization including the delivery of key information and training.
• Ability to use sound judgment, utilizing Bank procedures and policies when making decisions.
• Ability to act with integrity, professionalism, and confidence.
• Proficient in MS Office suite of products (Outlook, Excel, Word, PowerPoint).

Wolf River Community Bank is an equal opportunity employer and makes employment decisions without regard to race, color, religion, national origin, age, gender, gender identity, sexual orientation, marital status, ancestry, disability, or veteran status.