Service Excellence Manager I - Westwood, NJ

Service Excellence Manager

At Valley Bank, we believe in people's growth potential. We invest in it. We protect it. We focus it. For nearly 100 years, we've been the bank that clients from every industry turn to for our expertise, strategies, and advice building the kind of trust that can fuel every goal. We are the leading relationship bank built for growth with over $60 billion in assets, 3,800 experts, and more than 200 consumer branches and commercial banking offices in communities across the US. At Valley, we're all driven by an ambition that goes deeper than just having a job. That's why when you work for us, we make it our goal to help you focus on what drives you working to turn your passions and strengths into assets you can use to propel your ambitions and build the professional legacy you want. Because when we say we're a relationship bank built for growth, that's not just reserved for our clients that includes all our associates as well.

Under the direction of the Market Manager, the Service Excellence Manager provides branch staff with oversight, works with branch staff to ensure compliance and adherence to all Bank policies while providing an outstanding customer experience. Leads by example in bank product knowledge, sales and customer support. Provides a supportive work environment and guidance to branch staff to meet product sales goals and service standards.

Expected Work Hours

40 hours to include Saturdays

Job Description

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

Under the direction of the Market Manager, supervises all operational aspects of the branch functions to ensure satisfactory audit ratings and adherence to compliance requirements. Full knowledge of all branch operations encompassing making sound business decisions and including evaluating, honoring and approving all exception items minimizing potential loss to the bank; supervises Operational Risk. Ensure the branch complies daily, meeting all Retail Banking Policy and Procedures. Ensure staff and branch is in full proof daily. Order and / or prepare currency shipments, ensuring cash vault in proof daily and maintained with assigned cash limits. Maintain and prepare daily, weekly and / or monthly reports. Knowledge and review of proper account opening documentation, ensuring proper documentation is collected and maintained to comply with policy and procedure, including the completion of timely site visits. Knowledge of KYC (Know Your Customer) and CIP (Customer Identification Program). Knowledge of wire documentation, with responsibility for obtaining proper documentation and approvals prior to sending a wire. Oversees timely submission and accuracy of all Branch Management Operational reports, AML reporting and audits as required, including reconciliation of Branch general ledger accounts and other report inconsistencies, knowledge of Suspicious Activity red flags. Represent VNB in dealing with customer complaints, inquiries or problems, including written correspondence; escalate through proper channels where appropriate. Complete all Learning - Development classes as required, including annual Learning Management System training. Oversees expenses within established budget guidelines (contra, branch expense). Ensure branch appearance meets the Bank's standards including correct and complete signage, address building maintenance issues timely.

Sales Requirements

Participate in, help develop and organize in-branch sales activities. Meet individual in-branch sales goals. Build and expand customer relationships to maintain deposit base and grow the branch.

Requirements

Total Rewards Summary

We provide a comprehensive and competitive total rewards package including base salary determined by factors such as the role, relevant experience, skill set, and geographical location. Eligible positions may also be eligible to receive commission-based compensation and / or discretionary incentive compensation, which may be awarded as cash or forfeitable equity, recognizing individual performance and contributions. In addition to financial compensation, we offer a robust suite of benefits tailored to meet diverse employee needs based on eligibility criteria. These include comprehensive health care and insurance plans, retirement savings options, tuition and adoption reimbursement programs, paid time off, mental health support, and other valuable benefits programs. Further details regarding total compensation and benefits will be shared during the hiring process.

Job Details

Pay Range : $23.17 - $38.65 / hour

Valley National Bank is an Equal Opportunity / Affirmative Action Employer. All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or other legally protected characteristics, and will not be discriminated against on the basis of disability.