Client Service Manager I

This position reports on-site.

Summary: This position is responsible for all daily client service/sales efforts within the branch. Serve as the “lobby leader” overseeing and consistently delivering superior client service. As the branch’s primary risk management leader, the CSM maintains the integrity of all branch operations. Performs complex client service duties and ensures a high level of efficiency. Leads/Manages assigned branch staff. Understands and communicates the desired works to achieve the Bank's values, vision, and mission.

Duties and Responsibilities:

• Works with the Branch Manager and team to foster a consistently superior client service experience
• Participates in individual, and team, client retention, needs-based cross-selling of bank products/services, and expanding client relationships
• Works with the Branch Manager to establish and achieve challenging sales/service goals for all team members of the branch
• Conducts ongoing client service, security, and technical training in the branch
• Supports the achievement of branch sales goals (i.e. coaching/motivating assigned staff in the sales/service of FFB and FFA products/services, selling/cross-selling bank products, organizing and participating in branch campaign activities, etc.)
• Balances operational controls and client needs to minimize risk to the Bank
• Assists with control of branch expenses
• Develops methods to streamline daily functions and improve branch productivity
• Performs self-audits as scheduled and submits results in a timely fashion
• Performs all technical functions accurately and on time to remain in compliance with regulatory standards
• Implements procedures in which compliance objectives are incorporated
• Schedules and reinforces individual and team training
• Performs periodic reviews to measure compliance knowledge and technical application
• In partnership with the Branch Manager, manages assigned branch employees (i.e. selection, training, coaching, performance review, work allocation, etc.)
• Oversees and administers branch personnel issues for their direct reports
• Responsible for the branch in the manager's absence. i.e. outside appointments, PTO, vacancies, etc.
• Secures and maintains Notary commission and serves as one of the branch’s Notaries
• Regular and consistent attendance required
• Perform other duties as assigned

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and/or Experience:

• High School diploma or equivalent required; Associate/Bachelor’s degree preferred
• Minimum of 3 to 5 years of experience supervising branch sales, service, and operations

Skills:

• Excellent command of the English language, both written and verbal, and the ability to effectively communicate with all levels within the organization and out in the community
• General Mathematics and Accounting
• Must be able to assess any given situation, make decisions, and bring to a successful resolution
• Must be experienced in the effective use of one or more core banking deposits and new account software
• Must have satisfactory working knowledge and proficiency with Word, Excel, Outlook PowerPoint, etc.

Approximate Time Allocation:

35% = Risk Management, Branch Operations, Compliance, QA, Audit, etc.

50% = Client Service/Sales, Lobby Management

15% = Branch Administration, Training, Coaching, etc.

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 essential functions.

While performing the duties of this job, the employee is regularly required to sit for long periods; use hands to operate controls on the computer; reach with hands and arms for phone and computer work; to communicate on the phone for extended periods. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. This job description is subject to change at any time.

First Foundation is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with a disability, sexual orientation, gender identity, or any other characteristic protected by law.