Customer Service Manager II
Company: Riverview Community Bank
Location: Vancouver
Posted on: June 22, 2022
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Job Description:
This is a full-time position at our Hazel Dell Branch location
in Vancouver, WA. It is eligible for a benefits package including
medical, dental, 401k, life insurance, and a paid time off
program.
SUMMARY
Supervises the branch operations function - typically in a large or
high-volume branch - which includes quality service, compliance
with Riverview policies and procedures, and staff supervision.
Assists the Branch Manager by effectively cross-selling Riverview
products and services, and coaches staff to develop and improve
individual cross-selling skills.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Provide customer service and use problem solving skills to satisfy
customer needs (may be in person and/or via the telephone). Monitor
the quality of branch customer service and customer
relationships.
Supervise Customer Service Representatives in all duties, including
training and development and performance appraisal, making
recommendations to the branch manager on hiring, corrective action
and/or termination.
Perform computer data entry and customer inquiries; process,
record, track and verify various types of financial transactions,
information and events. Maintain a balanced cash drawer.
Cross-sell Riverview products and services, open new accounts and
coach staff to develop and improve individual cross-selling
skills.
Prepare and/or complete and monitor various reports and forms
accurately to be in compliance with established policies and
procedures.
Ensure balanced staffing levels to provide quality service and
maximize sales while ensuring cost containment.
Follow and instruct others on proper branch operational security
procedures.
Ensure branch operational efficiency and compliance.
Facilitates training objectives, including time allotment and
coordination of electives.
Additional Duties and Responsibilities:
Participates in and completes training objectives with passing
scores.
Responsible to monitor and assess staff training regularly and in a
timely manner.
Follow all Riverview policies and procedures.
Other duties as assigned.
RELATIONSHIPS
Frequent contact with supervisor to receive direction and
interpretation of sales/marketing/cross-selling goals.
Daily contact with customers and prospective customers providing
assistance to fulfill their banking needs.
Daily contact with branch staff to give direction and
interpretation of existing and new branch procedures.
Coordinate with the Retail Service Manager (RSM) for staffing,
Fiserv or other operational issues.
Periodic contact with other branch and department staff who provide
assistance and coordination of products and services.
Occasional contact with members of professions with whom the
incumbent must consult from time to time, i.e., attorneys,
accountants, and other financial intermediaries.
SUPERVISORY RESPONSIBILITIES
Directly supervises 1 to 5 employees (or FTE) in branch operations.
Carries out supervisory responsibilities in accordance with the
organization's policies and applicable laws. Responsibilities
include interviewing prospective employees as well as training new
hires. Is also involved in planning, assigning, and directing work;
appraising performance; rewarding and disciplining employees;
addressing complaints and resolving problems.
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 the essential
functions.
EDUCATION and/or EXPERIENCE
Associate's Degree (AA) or equivalent from two-year college and
five or more years related experience and/or training; or
equivalent combination of education and experience. Proven
leadership skills within an efficient branch environment. Continued
education in related subjects is strongly encouraged.
LICENSES, CERTIFICATIONS
If the position is filled by a candidate who will act as an MLO,
the candidate must be registered in the NMLS, and must complete the
process prior to taking applications beyond the deminimus exception
allowed by the Safe Act. A mortgage loan originator or MLO is an
individual who (1) takes a residential mortgage loan application
and (2) offers or negotiates terms of a residential mortgage loan
for compensation or gain.
SKILLS:
Ability to read and interpret documents such as safety rules,
operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or
employees of organization.
Ability to add, subtract, multiply, and divide in all units of
measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and
interpret bar graphs.
Ability to solve practical problems and deal with a variety of
concrete variables in situations where only limited standardization
exists.
Ability to interpret a variety of instructions furnished in
written, oral, diagram, or schedule form.
Ability to promote the sale of products and services through verbal
recommendation.
Basic knowledge and ability to use Microsoft Office products and/or
equivalent computer software applications preferred.
High attention to detail.
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. While performing the duties of
this job, the employee is regularly required to talk or hear. The
employee frequently is required to stand; walk; use hands to
finger, handle, or feel; and reach with hands and arms. The
employee is occasionally required to sit. The employee must
regularly lift and/or move up to 10 pounds, and occasionally lift
and/or move up to 50 pounds. Specific vision abilities required by
this job include close vision in working with computers, and
peripheral vision in acknowledging customers and keeping a general
awareness of activity in the work area.
WORK ENVIRONMENT
The work environment characteristics described here are
representative of those an employee encounters while performing the
essential functions of this job. While performing the duties of
this job, the employee is occasionally exposed to risk of
electrical shock in working with standard office equipment. The
noise level in the work environment is usually moderate.
COMMENTS
In supporting the accomplishment of company and departmental goals,
it is the employee's responsibility to do all that is necessary to
provide quality service to customers and fellow employees while
furthering the positive image and interests of Riverview Community
Bank. It is also the employee's responsibility to continually
strive to enhance skills and professional growth.
Equal Opportunity Employer/Protected Veterans/Individuals with
DisabilitiesThe contractor will not discharge or in any other
manner discriminate against employees or applicants because they
have inquired about, discussed, or disclosed their own pay or the
pay of another employee or applicant. However, employees who have
access to the compensation information of other employees or
applicants as a part of their essential job functions cannot
disclose the pay of other employees or applicants to individuals
who do not otherwise have access to compensation information,
unless the disclosure is (a) in response to a formal complaint or
charge, (b) in furtherance of an investigation, proceeding,
hearing, or action, including an investigation conducted by the
employer, or (c) consistent with the contractor's legal duty to
furnish information. 41 CFR 60-1.35(c)
Keywords: Riverview Community Bank, Vancouver , Customer Service Manager II, Executive , Vancouver, Washington
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