Customer Service

4 weeks ago

Cupertino, United States Solugenix Full time

Customer Service & Sales Manager $60k - 75k

Cupertino, CA (Onsite)

Direct Hire

Job ID 2023-9254


We are looking for a Customer Service & Sales Manager. This is a direct hire opportunity in Cupertino, CA (Onsite).


Qualifications:

  • A college degree is a plus.
  • Three to five years’ experience in a similar capacity with management/supervisory responsibilities. Comprehensive knowledge of all aspects of branch service functions.
  • Thorough knowledge of bank policies and procedures.
  • General knowledge of complex support systems, branch efficiency and productivity, and personnel policies and procedures.
  • Direct sales experience desired.
  • Computer experience (Microsoft Word, Excel, Outlook) required.
  • Good management skills with an emphasis on planning, organization, and scheduling.
  • Excellent verbal and written communication skills.
  • Bi-lingual English and Chinese (Mandarin or Cantonese) must have.


Direct Reports:

The incumbent supervises Relationship Bankers and all Operations staff (depending on the branch’s staffing requirements).


Responsibilities:

  • Responsible for supporting the branch sales goals while overseeing all aspects of customer service levels and branch operational integrity.
  • Responsible for personnel administration, staff development as well as the service-driven sales culture of branch banking.
  • Promote, implement, and ensure quality customer service. Provide operational support to areas involving business development and portfolio administration.
  • Support customer retention and acquisition programs by partnering with related Cathay department colleagues to proactively provide services for customers.
  • Ensure regulatory compliance and staff adherence to bank policies and procedures. Maintain operational integrity of the branch.

Service and Sales Responsibilities:

  • Interact effectively and professionally with all levels of bank personnel, corporate and bank clients demonstrating commitment to quality and extraordinary customer service.
  • Ensure staff are actively profiling customers during new account and teller transaction process to identify cross-sell opportunities to meet customer needs/requirements.
  • Responsible for developing and tracking individual performance goals. Develop coaching and mentoring processes for staff to ensure their performance meets bank customer service, sales, and operational requirements.
  • Establish and manage the achievement of the assigned team and individual sales production goals.
  • Collaborate with Branch Manager / Relationship Manager in support of prospect and customer calls to develop customer onboarding plan, including set-up of products and services.
  • Support business development colleagues and perform marketing activities as needed in efforts to achieve branch growth and profitability goals.
  • May register as MLO (Mortgage Loan Originator)- based on branch/market needs, to support loan inquiries, interview loan applicants, and assist with loan-related functions.
  • Represent the bank by actively participating in outside civic/community affairs, business/ industry-related organizations, and other professional activities as appropriate.

Operations, Management & Administration Responsibilities:

  • Direct the operations functions of the branch. This encompasses the full knowledge of branch functions which include- new accounts, teller operations and safe box. The incumbent acts as the resident expert on procedural, risk, and regulatory functions within the branch.
  • Ensure that the branch consistently complies with all bank policies/procedures, banking regulations and meets satisfactory audit ratings. Implement appropriate controls and oversight for any identified deficiencies.
  • Ensure sound operating conditions are maintained in the branch by utilizing the daily and monthly operational and reporting reviews along with the completion of required branch certifications.
  • Perform staffing evaluation to ensure appropriate levels of staffing and skill sets in support of customer service requirements. Work with the Branch Manager and Regional management on effective staff deployment and utilization.
  • Ensure performance reviews/evaluations of the branch’s non-officer staff and officers as assigned, are completed timely, objectively and with proper emphasis on individual development, coaching skills, customer service skills and sales/referral activities.
  • Recommend hires, transfers, terminations, salary adjustments, performance standards and reviews. Approve employee daily time records, work assignments, vacations, sick pay, etc.
  • May serve as Safety and/or Security Officer for the branch.


Annual Base Salary Range for CA, CO, IL, NJ, NY, WA, and DC: $60,000 to $75,000. Actual compensation offered may vary depending on factors including but not limited to, position offered, location, education, training and/or experience.

About the Client

Our client is one of the largest commercial banks in Southern California.

About Solugenix

Solugenix is an information technology services company known for its deep experience and knowledge in providing comprehensive technology services, solutions, and talent support for companies around the world. The company offers a variety of cutting edge and talent support solutions to promote growth and cutting-edge advancement to our esteemed clients and candidates. We provide these talent support solutions on a contract, contract-to-hire, and direct hire basis. We also have additional resources from our staffing partners to ensure the right match and expertise for the best result.

For over 50 years, global and local brands have trusted Solugenix as an added resource and partner in taking steps to ensure their immediate and future success. In addition to generating ground-breaking, industry-defining solutions, Solugenix has been delivering the talent and support needed to make it happen. We are dedicated to partnering with clients and candidates whose core values also foster a culture of professionalism, teamwork, and integrity.

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