Customer Service Manager

Responsibilities:

• Engage the team in the sales management process, including direct leadership of huddles, weekly sales and platform meetings, touch bases and coaching sessions
• Establish weekly and monthly goals for service associates and customer service representatives to support the overall team goals
• Meet and/or exceed all established team scorecard goals and metrics for the banking center and contribute to the growth of the banking center's deposit and loan portfolios through referral and sales processes.
• Actively produce individual referrals to model and lead the team in the attainment of referral goals
• Fill in service and sales gaps as needed, i.e., open accounts and take loan applications.
• Effectively utilize and coach to the guided conversation to deepen client relationships and deliver the whole bank through cross-selling and partner referrals to increase share of wallet
• Complete Bi-annual Performance Evaluations for Service Associates and Customer Service Representatives
• Provide high-quality customer service on a wide variety of banking matters to nurture and grow both new and established long-term relationships
• Resolve customer inquiries, problems, and complaints within scope of authority while proactively using service-to-sales techniques to provide solutions to customers for current financial needs.
• Use feedback from Customer Service surveys to coach team members to build customer loyalty and create customer advocates.
• Oversee and participate in completing the Daily Security Checklist, including items such as oversight of operational aspects of the banking center; control opening and closing of the banking center; conduct audits; and banking center balancing.
  
• Employee may be asked to perform other duties as required by business needs

Requirements:

• A minimum of 7 years of experience
  
• A minimum of a degree in a related field