Service Excellence Manager I

Job Responsibilities

Responsibilities include, but are not limited to :

• Achieve and maintain a high level of customer service and satisfaction, individually and collectively within the branch. Provides quality customer service through personal contact with customers and prospects in adherence with company policy including, handling customer issues in person or over the phone in researching and resolving issues.
• Build and promote branch identity, drive product sales and promote overall ownership and accountability for improving customer experience and branch success. Create a welcoming atmosphere that ensures continuous client engagement.
• Meets with customers to analyze financial needs and maximize sales opportunities. Offers all bank products and assists with other service needs (account opening - maintenance and processing transactions) for existing and prospective customers. Comprehensive knowledge of all Bank products and services and the ability to discuss and demonstrate with customers.
• Ability to perform all transactions required by a customer and use appropriate technology to provide services most effectively and efficiently. Maintain and balance a cash box. Ability to utilize technology such as Teller Scanning Equipment, Cash Recycling and Cash Dispensing machines and support customers in the use of Coin Machines.
• Act as Vault Teller ensuring adequacy of Branch cash for daily transactions by assisting the branch staff in ordering and shipping currency - coin and controlling - distributing cash to Tellers in prescribed limits.
• Participates and supports CRA initiatives, activities and programs.
• Reviews and approves requests - to include approval to cash large checks, authorizing bank checks or general ledger tickets, and the approval of various reports, paperwork and cash counts.
• Works to meet existing branch performance standards in areas such as controllable operating losses through compliance with established Bank policies and procedures.
• Continues to build proficiency of banking principles and sales techniques by attending internal training, external training, and completion of continuing education courses.
• Collaborates with the Market Manager by providing feedback regarding interviews, hiring, performance appraisals and disciplinary actions for the staff.
• Assists in community events (i.e. Habitat for Humanity) etc. Participates in and supports CRA initiatives, activities and programs.
• Maintains knowledge and compliance with the Bank's Code of Conduct and all policies and procedures.

Operational responsibilities :

Ensure Staff and Branch is in full proof daily.

Knowledge of wire documentation, with responsibility for obtaining proper documentation and approvals prior to sending a wire.

Sales Requirements :