Customer Service Manager

Investar Bank - Gonzales, LA

Full-time - Mid Level

Gonzales, LA

Credit Intermediation and Related Activities

About the position

The Customer Service Manager plays a crucial role in assisting and supporting the Branch Manager in the administration and efficient daily operation of a full-service branch office. This includes overseeing operations, lending, product sales, customer service, and ensuring security and safety in alignment with the Bank's objectives. The position requires performing supervisory duties in the absence of the Branch Manager, providing leadership, training, and supervision to branch personnel. The Customer Service Manager is also responsible for actively participating in sales management and officer call programs to help achieve established Bank goals. In this role, the Customer Service Manager reinforces superior customer service by setting an example and ensuring appropriate follow-through with customers and employees. They conduct periodic meetings and presentations focused on customer service, develop new deposit and loan business, and promote a sales and service culture through effective coaching and staff motivation. The manager is expected to achieve individual goals while assisting the Branch Manager in meeting branch, region, and Bank sales goals through new business sales, referrals, and retention of customer relationships. The position involves engaging in business development activities, soliciting new business prospects, and maintaining a positive sales environment by educating staff on the Bank's products and services. The Customer Service Manager investigates significant changes in the status of existing customers, meets with them to discuss needs or concerns, and outlines appropriate Bank products and services. They assist the Branch Manager in ensuring the branch is organized and that resources are coordinated for maximum results, while also performing operational duties to maintain compliance with regulatory guidelines. Additionally, the manager ensures audit compliance, maintains knowledge of security and safety policies, and participates in the day-to-day operations of the branch, including approving large deposits and withdrawals, reviewing daily reports, and ensuring the branch is well-maintained.

Responsibilities

• Reinforces the application of superior customer service through example and follow-through with customers and employees.
• Conducts periodic meetings and presentations regarding customer service with staff members.
• Develops new deposit and loan business and promotes a sales and service culture through effective coaching and staff motivation.
• Achieves individual goals while assisting the Branch Manager in attaining branch, region, and Bank sales goals.
• Engages in business development activities and solicits new business prospects.
• Instills and maintains a positive sales environment through education of the Bank's products and services.
• Investigates and follows up on significant changes in status of existing customers.
• Assists the Branch Manager in ensuring the branch is organized and resources are coordinated for maximum results.
• Performs operational duties to maintain compliance with regulatory guidelines.
• Assures audit compliance and recommends corrective actions as necessary.
• Maintains knowledge of security and safety policies and adheres to established procedures.
• Participates in day-to-day operations for the branch and approves large deposits and withdrawals.
• Ensures effective communication to staff and implementation of policy and procedure changes.
• Reviews NSF and overdraft reports for assigned customers and approves or declines exceptions.
• Ensures compliance with all applicable laws, regulations, policies, and guidelines.

Requirements

• High School Diploma or equivalent (GED) required.
• 5 or more years of Retail or related experience preferred.
• Previous supervisory experience preferred.
• Thorough understanding of all deposit accounts and other products and services offered by the bank.
• Basic understanding of the loan application process.
• Good interpersonal skills.
• Ability to use good judgment and discretion.
• Ability to learn new tasks and computer programs quickly and retain information.
• Knowledge of standard office equipment including computer, ten key adding machine, typewriter, fax machine, scanner, and copy machine.
• Knowledge of computers and computer operations, specifically MS Office software.
• Good verbal and written communication skills.
• Good organizational skills.
• Ability to perform detailed tasks with accuracy.