Customer Service Manager

Description:

Westamerica is among the largest commercial banks headquartered in California. We are looking for outstanding people to join our winning team. We reached our current strength because our employees, customers, and shareholders believe in the same fundamental goals: Delivering a wide variety of financial services with a superior customer service guarantee.

JOB SUMMARY: Under the direction of the Regional Service Manager: Provides customers with quality service; supervises operational staff; promotes sales of all Bank services.

ESSENTIAL FUNCTIONS:

Customer Service & Sales Support

• Deliver 5 Points of Service. (Your Community Banker, Sundown Rule, It’s your time, 24hrs or bust, Statement of fact, Everybody makes a difference)
• Meet SERVICE standards for external customers.
• Conduct/facilitate daily 8a.m. sales meetings.
• Resolve complex customer problems; ensure good customer relations. Serve as point of contact for branch staff questions.
• Support Sales efforts through coaching and mentoring.
• Focus on stabilization of transaction accounts.
• Promote internal sales activities for new product and service referrals with an emphasis on all Key Initiatives.
• Ensure that average monthly teller incentive goal of $110/FTE is met.
• Ensure minimum SPF referral goals are met for each visit as well as monthly. At the conclusion of each visit, ensure a meeting with the investment representative for review of sales and referrals.
• Maintain or grow branch deposits.
• Meet or exceed NII goal as outlined in your annual budget.
• Meet minimum Elan goals.
• Meet established QIS standards of 95% or above.

Ownership & Accountability

• Maintain control and tracking of operational losses and teller cash differences.
• Screen and interview applicants for operational positions. Coordinate with the RSM on actions and documentation related to disciplinary situations.
• Manage overall operations of the branch through effective delegation & follow-up.
• Demonstrate leadership skills as evidenced by modeling professional conduct & professional boundaries & coaching & mentoring staff, especially in sales activities.
• Ensure training & cross-training of staff. Identify any training, coaching or scripting needs.
• Ensure all necessary reports are completed and forwarded on a timely basis.
• Communicate problems, successes, challenges and personnel issues to the RSM on a regular basis. Adhere to the “no surprises” standard.
• Exercise sound judgement and common sense in protecting bank assets, while providing excellent customer service.
• Implement changes to policies and procedures timely and effectively.
• Personal losses within loss limit.
• Meet attendance guidelines.

Administrative Control, Security & Audit

• Ensure satisfactory ratings by Internal Audit.
• Ensure satisfactory ratings by Branch Review (See Audit Performance Matrix, Personnel Policy manual, Page 8.1.1).
• Follow security protocols in opening, closing and internal operations procedures.
• Ensure that all staff is knowledgeable and adheres to Control Consciousness policies and procedures.
• Ensure branch remains within established loss limits.

Compliance Responsibilities

• Complete regulatory tutorials to ensure understanding of compliance standards & expectations.
• Ensure that all staff completes regulatory tutorials and has an understanding of compliance standards & expectations.
• Answer regulatory questions correctly during Audit/Branch Review.
• Ensure CRA service hours branch goals are met.

Work Environment:

The work environment described here is representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee generally works in an office environment but may occasionally be required to perform job duties outside of the typical office setting. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate.

EQUIPMENT USED TO PERFORM FUNCTIONS:

10-key machine, Microsoft based computers, fax & photocopier, ATM, tube system for drive-up window, Branch Capture equipment.

DECISION MAKING: (Give examples of decisions and recommendations made by incumbent)

• Approves non-standard transactions based on knowledge of client’s account history.
• Schedules appropriate number of staff to successfully meet varying service demands and address any training needs.
• Determines best method to apply to resolve customer and/or staff conflicts, which preserve individual’s dignity and comply with established banking policies.

SUPERVISORY RESPONSIBILITY: (List number of subordinates)

Directly Supervised: Depends on size of branch

Supervised by Subordinates: Depends on size of branch

Contacts:

Internal: Deals with branch personnel and other internal bank personnel.

External: Customers and representatives of various community organizations.

FINANCIAL IMPACT:

Ensures operational losses are kept to a minimum.

PROMOTIONAL GUIDELINES:

Customer Service Managers are eligible for promotions based upon the approved level of the branch, i.e. CSM I, II, III, etc.

After one year in current position, the following criteria must be met:

• Must have all audits and branch reviews rated satisfactorily.
• Must obtain an “at expectation” or better in all categories on the annual performance appraisal.
• Consistent pattern of growth in all areas of sales support.

Requirements:

MINIMUM KNOWLEDGE, PRIOR WORK EXPERIENCE, AND SKILLS NEEDED TO PERFORM JOB FUNCTIONS:

Progressively more responsible in-branch operations where incumbent has gained a thorough knowledge of operational policies and procedures. Previous lead or supervisory experience preferred. Excellent interpersonal, organization and communication skills required.

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 the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee may be required to use hands to finger, handle, feel, or manipulate computers, calculators, phones and other office equipment and must be able to clearly communicate and write, hear, and talk with co-workers and customers. The employee is required to walk and stand for long periods of time. The employee is required to occasionally reach, sit, stoop, kneel or crouch. The employee may occasionally lift and/or move up to 25 pounds. Specific visual abilities are required in the job including close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

MENTAL DEMANDS:

• Successfully prioritize demands and meet quality and quantity service standards.
• Apply basic math skills to balance cash and reconcile ledger accounts.
• Evaluate job performance and identify training needs of subordinate staff.
• Identify and capture business opportunities.

EOE

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