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Branch Customer Service Manager

2 months ago

Mountain View, California, United States Jobs via eFinancialCareers Full time
General Overview
Accountable for driving the branch's sales objectives while ensuring exceptional customer service standards and operational excellence. Responsible for managing personnel, fostering staff development, and cultivating a service-oriented sales culture within branch banking. Advocate for, implement, and uphold high-quality customer service practices. Provide operational assistance in areas related to business growth and portfolio management. Collaborate with relevant departments to enhance customer retention and acquisition initiatives. Ensure compliance with regulations and adherence to organizational policies and procedures. Maintain the operational integrity of the branch.

DIRECT REPORTS
The role supervises Relationship Bankers and all Operations personnel, depending on branch staffing needs.

Key Responsibilities

Service and Sales Functions:
Engage effectively and professionally with all levels of bank personnel, corporate clients, and customers, demonstrating a commitment to outstanding service quality.
Ensure that staff actively profile customers during account openings and transactions to identify cross-selling opportunities that meet customer needs.
Responsible for setting and monitoring individual performance objectives. Develop a coaching and mentoring framework for staff to ensure they meet customer service, sales, and operational standards.
Establish and oversee team and individual sales targets.
Collaborate with the Branch Manager and Relationship Manager to support customer onboarding, including the setup of products and services.
Assist business development colleagues and participate in marketing initiatives to achieve branch growth and profitability goals.
May register as a Mortgage Loan Originator (MLO) based on branch requirements to assist with loan inquiries and related functions.
Represent the bank by engaging in community and industry-related organizations and activities as appropriate.

Operations, Management & Administration Duties:
Oversee the operational functions of the branch, possessing comprehensive knowledge of all branch activities, including new accounts, teller operations, and safe deposit services. Serve as the expert on procedural, risk, and regulatory matters within the branch.
Ensure consistent compliance with all organizational policies, banking regulations, and satisfactory audit outcomes. Implement necessary controls for any identified deficiencies.
Maintain sound operational conditions by utilizing daily and monthly operational reviews and completing required branch certifications.
Conduct staffing evaluations to ensure adequate staffing levels and skill sets to meet customer service demands. Collaborate with the Branch Manager and regional management on effective staff deployment.
Ensure timely and objective performance evaluations for non-officer staff and assigned officers, emphasizing individual development, coaching abilities, customer service skills, and sales activities.
Recommend hiring, transfers, terminations, salary adjustments, and performance standards. Approve employee time records, work assignments, and leave requests.
May serve as the Safety and/or Security Officer for the branch.

Qualifications
A college degree is advantageous.
Three to five years of experience in a similar role with management responsibilities. Comprehensive understanding of all aspects of branch service functions.
Thorough knowledge of bank policies and procedures.
General understanding of complex support systems, branch efficiency, and personnel policies.
Direct sales experience is preferred.
Proficiency in computer applications (Microsoft Word, Excel, Outlook) is required.
Strong management skills with a focus on planning, organization, and scheduling.
Excellent verbal and written communication abilities.
Bi-lingual proficiency in English and Chinese (Mandarin or Cantonese) is preferred.

Additional Information
Compensation is $33.65 per hour, determined based on job-related knowledge, skills, experience, and location.
Cathay Bank offers a competitive benefits package for full-time employees, which includes medical, dental, and vision insurance, life insurance, long-term disability insurance, flexible spending accounts (FSAs), health savings accounts (HSA) with company contributions, voluntary coverages, and a 401(k) plan.
Cathay Bank is an Equal Opportunity and Affirmative Action Employer, committed to diversity, equity, and inclusion in the workplace.