Customer Service Manager

About The Role

Summary:

Citizens Community Bank is a dynamic, growing community bank dedicated to providing exceptional financial services to individuals and businesses. Our mission is to build lasting relationships through personalized service and a community-focused banking experience. As part of our team, you'll have the opportunity to grow your career in a supportive, innovative environment while contributing to the success of both our customers and our organization.

The Customer Service Manager plays a vital leadership role in branch operations, supporting the Branch Manager by overseeing the Teller line and ensuring exceptional service delivery. This position supervises and develops teller staff, manages daily workflow, and maintains operational compliance while helping the branch achieve performance goals. The ideal candidate will be a strong communicator and problem-solver with proven leadership skills and a passion for delivering outstanding customer experiences.

Essential Functions:

Supervise and provide leadership to the Teller and New Accounts teams.Perform Teller and Vault Teller duties as needed.Train, coach, and cross-train employees to ensure operational excellence.Assist with new account openings and cross-sell bank products and services.Manage debit/ATM card processing, check orders, account maintenance, and cash certification processes.Oversee branch reports, correspondence, and account balancing.Conduct customer research, resolve inquiries, and ensure satisfaction.Complete annual performance reviews, manage scheduling, and maintain time-off records.Act as a communication link between supervisors and frontline staff.Monitor and follow up on audit correction tasks.Support the Branch Manager in marketing, promotions, and business development efforts.Contribute to the branch's High-Performance Growth (HPG) initiatives and goal achievement.Oversee teller progression plans, providing regular coaching and development opportunities.Regular, on-site attendance during standard business hours is required to perform the duties of this position.

Additional Responsibilities:

Participate in Community Service and Bank-sponsored activities that serve and support the mission and values of CCB.Provide superior internal and external customer service: must demonstrate self-governance, courtesy, and respect toward external customers as well as internal customers (all organization personnel).Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.Must complete the assigned online training courses and achieve a passing score by due date.Represent in a professional manner which includes a professional image, confidentiality, a positive attitude, good attendance, punctuality, flexibility and adaptability in meeting bank and customer needs.  Regular and predictable attendance in order to accomplish, among other things, in-person contact with customers Additional duties as requested or assigned.About You

Qualifications:

High school diploma or equivalent required.Minimum of 3 years of retail banking experience.Strong knowledge of banking compliance, operational policies, and branch procedures.Familiarity with local market conditions and customer needs.Demonstrated leadership skills with the ability to coach, train, and motivate staff.Excellent customer service, communication, and interpersonal skills.Strong problem-solving and organizational abilities; able to manage multiple priorities effectively.Proficiency with computers and banking software applications.

WORK ENVIRONMENT:

 Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise level

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is often required to: sit; use hands in repetitive motions to finger, grasp, handle or feel; and talk or hear. The employee is occasionally required to: stand; walk; and lift or reach with hands and arms. 

Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance. Must be capable of climbing / descending stairs in an emergency situation.

Specific vision abilities required by this job include: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation/inspection of machines and/or using measurement devices at distances close to the eyes.

What We Offer

COMPENSATION & BENEFITS: Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position. We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance. Coverage is available to employees and their eligible dependents in accordance with our written plan documents. You may also be eligible for a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a retirement savings plan, including 401(k) and Profit-Sharing plans, short and long-term disability benefits, education and training benefits, and discounts on banking products and services. We also offer a generous Paid Time Off (PTO) plan and paid holidays. PTO accruals begin at .0745 per hour worked for our part time employees up to a maximum accrual of 240 hours per year for certain Full-Time employees. PTO accruals are dependent on position, status (Full time or Part time), and years of experience in accordance with our PTO policy. Most Full-Time employees are also offered 6 paid holidays and Part Time employees are offered pro-rated paid holidays. In addition, employees in Utah and Nevada may be eligible for pay for certain state recognized holidays. Visit our website for more details.  Check it out

We are an Equal Opportunity Employer and qualified applicants, or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state, or local laws.

 

Glacier Bancorp, Inc. does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.

 

No Recruiters or unsolicited agency referrals please.

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