Client Service Manager

Position

The Client Service Manager oversees the efficient operation of the Branch ensuring all the operational functions are completely and properly performed by the staff while conveying a feeling of trust, service, security, and satisfaction to Clients and staff.

Key Responsibilities

• Support the Bank’s “People First” focus and rules of engagement-maintaining a professional demeanor, working as an active member of the CNOB team, providing all clients excellent service, always striving to make CNOB “A Better Place to Be”.
• Client First- model expected behaviors; coach employees on the spot; engage with Clients to ensure complete satisfaction when necessary.
• Sense of Urgency - be swift in taking action, provide answers/solutions, be responsive; meet deadlines.
• Make an Impact - ensure your work adds value to the Client, company and team.
• We Connect - create and lead employee networks to promote and improve our company culture and employee engagement.
• Forward Thinking - plan and strategize; anticipate and prepare.
• Works with the Business Relationship Manager to develop and execute strategy for meeting branch sales and profitability goals, overall branch expense management, community development.
• Responsible for meeting and exceeding all client service goals established for the retail location, emphasizing client satisfaction and retention.
• Proactively identifies opportunities for relationship acquisition and development by cross-selling Bank products and serving in a consultative manner.
• Ensures all activities, transactions, and records are in compliance with operational, security, and control of the Bank, as well as all applicable laws and regulations.
• Handles client service issues by conducting research, taking ownership and following up with on a daily basis as necessary until conclusion.
• Fosters a team culture within the branch, assesses performance of the Branch team; rewarding and recognizing strong performers, and develops an action plan to address performance issues.
• Prepares weekly, monthly, and annual reports and plans as needed, and communicates that information to applicable departments.
• Oversees all scheduling of branch employees, reviews overdrafts on a daily basis, and oversees the management of the physical space both internally and externally.

Knowledge

• Knowledge of relevant Federal and State banking regulations. 
• Familiarity with Bank security and safety practices.
• Expert knowledge of CNOB products, services, and procedures.

Skills

• Strong management skills and coaching abilities.
• Conflict resolution experience.
• Proficient with Microsoft Office Applications.

Abilities

• Excellent communication and interpersonal skills.
• Strong “People First” interest and ability.
• Ability to lift items up to 25 lbs.

Other Requirements

•  Five to seven years banking experience.
•  Prior retail branch experience required.
• Sales and/or sales leadership experience.
• To support business needs, ability to work a flexible schedule is required. Branch hours are Monday-Friday, 8 AM-6PM. Saturday 9AM-1PM.