Client Service Manager

9 hours ago

Englewood Cliffs, New Jersey, United States ConnectOne Bank Full time
About Us

ConnectOne Bank is a growth-oriented commercial bank that prioritizes its employees' growth and development. Our mission is to empower our employees to make important decisions, reach their potential, and make a meaningful impact.

About the Role

The Client Service Manager oversees the Sales and Service functions, ensuring that all operational tasks are completed efficiently and effectively. This role requires a strong focus on the Client Experience, with a sense of urgency and a commitment to making a positive impact.

Key Responsibilities
  • Support the Bank's 'People First' focus and maintain a professional demeanor.
  • Sense of Urgency - take swift action, provide answers/solutions, and meet deadlines.
  • Make an Impact - ensure work adds value to the Client, company, and team.
  • We Connect - engage employee networks to promote and improve company culture and employee engagement.
  • Forward Thinking - plan and strategize, anticipate, and prepare.
  • Interview, hire, and train staff.
  • Manage and coach employees to engage clients, address issues promptly, and create an environment that encourages an amazing client experience.
  • Facilitate regular team meetings/huddles to educate and inform.
  • Assist Bankers in maintaining and deepening existing client relationships through onsite engagement and proactive outbound calling.
  • Perform account opening for deposit products; educate and provide an Amazing client on-boarding experience.
  • Conduct transactions, including cash and/or checks (use of a TCR may be required); support teammates with transactions and overall operations.
  • Maintain expert knowledge of ConnectOne Bank's products and services.
  • Fulfill service requests, including account maintenance.
  • Take ownership of escalated Client service issues to full resolution.
  • Energize, motivate, and support active team participation in all campaigns and initiatives.
  • Instill a team culture and model expected behaviors.
  • Assess performance and create development plans; develop action plans to address performance issues as appropriate.
  • Educate clients about products and services that will help them save time and money and protect their assets.
  • Promote the ConnectOne brand by building relationships with local businesses and demonstrating strong community involvement.
  • Partner with the Business Relationship Manager, Sales and Service Leader, Lenders, and others to develop and execute sales strategies for meeting deposit goals and service expectations.
  • Manage scheduling, sales, and operational tasks.
  • Maintain the appearance of the facility inside and out as outlined in the Look & Feel Guide.
  • Ensure all activities, transactions, and records are in compliance with operational, security, and control procedures of the Bank, as well as all applicable laws and regulations.
  • Perform other duties as assigned.
Requirements
  • Knowledge of relevant Federal and State banking regulations.
  • Familiarity with Bank security and safety practices.
  • Expert knowledge on the Bank's deposit and small business lending products and cash management services.
  • Working knowledge of local centers of influence and established relationships within the Community as well as Ambassador Board Members.
  • Thorough knowledge of procedures and policies with respect to banking transactions.
  • Proven track record driving sales and achieving goals.
  • Strong leadership skills and coaching abilities.
  • Exceptional networking and relationship building skills.
  • Conflict resolution experience.
  • Proficiency with Microsoft Office applications is preferred.
Bonus Points For
  • Sales and/or sales leadership experience.
  • Undergraduate degree is preferred.

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