Regional Customer Service Manager / Sr. Regional Customer Service Manager
Employment Type : Full-Time
Job Description:
At Community West Bank, we put deposits to work locally, making loans to businesses, families and non-profit organizations. We are the largest publicly traded and only community bank headquartered and serving California's Central and South Coast areas of Ventura, Santa Barbara and San Luis Obispo counties, with full-service branches in Goleta, Oxnard, Paso Robles, San Luis Obispo, Santa Barbara, Santa Maria, and Ventura. We were recently named one of the Central Coast Best Places to Work by the Pacific Coast Business Times, and we love working here and think you may too!
The Regional Customer Service Manager is responsible for mitigating operational risk and controllable losses to the bank by following established policies and procedures. Responsible for fee income, expense management, relationship profitability and account retention, this position serves in a leadership role of one or more branch offices. Minimum satisfactory ratings on external and internal audits, testing and exams. This position participates in industry groups and community civic events as appropriate to promote Bank products and services that improve the quality of life in the communities we serve. This position performs all essential duties in compliance with regulatory requirements as well as Bank policies and procedures.
Essential Duties:
- Maintains extraordinary customer service delivery standards
- Provides guidance and long term solutions to customers
- Efficiently and accurately oversees branch operations, while monitoring controllable income and expense items
- Complies with security controls and procedures, follows and enforces all bank policies and procedures, and complies with all bank regulations and compliance programs
- Expected to consistently represent the Bank to customers in a courteous and professional manner, and to provide prompt, effective and accurate service
- Ensures all transactions for existing and new customers, including deposit transactions and opening new accounts, are processed accurately and courteously
- Responsible for the development and training of branch staff, which includes customer service delivery, problem resolution, job knowledge, products and services, ongoing coaching and career advancement
- Directs and participates in bank and branch goals, campaigns and strategies to retain existing customers and develop new relationships
- Manages staffing levels to ensure the branch performs efficiently while maintaining customer service standards and expectations
- Cross-trains to be able to open new accounts at various levels of complexity and may pull a cash drawer and perform transactions if necessary
- Receives and resolves customer requests and issues at various levels of complexity
- Approves large items, GL entries, monetary instruments, incoming and outgoing wire transactions and teller transactions within assigned limits
- Oversees monthly cash counts in coordination with the Regional Banking Managers or Customer Service Officers or Regional Customer Service Manager
- Meets response and resolution times as defined in service level agreements and/or service requests, and follows established processes to meet service level commitments
- Completes all required regulatory training as assigned within deadlines established including BSA, Bank Security and any other training as assigned, within required timeframes and on an annual basis.
- Works with Central Operations, Treasury Management ,Human resources and the Branch Operations Manager to develop standardized Branch training programs, policies and procedures
- Could manage other Customer Service Managers or Branch Offices as assigned by the Chief Banking Officer
- Participates and leads the Relationship Banking representation on committees as designated (I.E. Branch Optimization Committee, etc.)
- Expresses ideas clearly in writing and verbally. Makes clear, concise presentations and demonstrates effective listening skills. Conveys necessary ideas and information to others
- Additional assignments as designated by the Regional Banking Manager, Regional Market Manager or Branch Operations Manager
Community West Bank is an EEO/AA/Disability /Vets employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the esential functions of this position.
Required Experience:
Prerequisites:
- High School Diploma required with minimum of five (5) years progressively responsible experience in Branch Operations and 2 years managing a branch office (4+ years branch management experience required for the Senior Regional Customer Service Manager position)
- Thorough knowledge of bank operations policies and procedures, bank regulations, bank security and bank compliance
- Knowledge of branch management, budgeting, problem-solving management techniques, and supervisory functions
- Ability to manage and develop personnel resources.
- Must possess good interpersonal skills and professionalism to represent the Bank to customers and to the general public
- Professional in appearance and in verbal communication
- Excellent interpersonal skills to communicate effectively with a wide range of employees and customers.
- Ability to effectively resolve customer and employee relations issues
- Ability to lead by example and provide performance coaching and goal setting
- Excellent written and oral communication skills, as well as organizational skills
- Exhibit high degree of professionalism and confidentiality in handling and having access to sensitive customer or employee information.
- Ability to complete tasks within prescribed time frames.
- Ability to disseminate information and guidelines clearly to employees and check for understanding.
- Ability to exercise good judgment and make sound decisions
- Ability to work under pressure, prioritize and meet deadlines.
- Ability to work independently and collaborate effectively as a team member
- Proficient with: MS Word, Excel, Access, PowerPoint, Outlook, Internet
- Ability to protect and maintain confidential information
- Requires attention to detail and the ability to interpret a variety of instructions furnished in written and oral form
- Ability to comprehend and apply Bank policies and procedures in the work environment
- Ability to operate a variety of office machines, including 10-key calculator, personal computer, photocopier, fax machine, and scanner
- Ability to travel to perform required duties (up to 20-25%) as directed by your supervisor or as needed
From: Community West Bank
Job Type: Full-time