Customer Service Manager

About the position

Westamerica is among the largest commercial banks headquartered in California. We are looking for outstanding people to join on 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.

Responsibilities

• Deliver 5 Points of Service.
• 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.
• 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.
• Maintain control and tracking of operational losses and teller cash differences.
• Screen and interview applicants for operational positions.
• 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.
• Ensure training & cross-training of staff.
• 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.
• Exercise sound judgement and common sense in protecting bank assets, while providing excellent customer service.
• Implement changes to policies and procedures timely and effectively.
• Ensure satisfactory ratings by Internal Audit.
• Ensure satisfactory ratings by Branch Review.
• Follow security protocols in opening, closing and internal operations procedures.
• Ensure that all staff is knowledgeable and adheres to Control Consciousness policies and procedures.
• Complete regulatory tutorials to ensure understanding of compliance standards & expectations.

Requirements

• Progressively more responsible in-branch operations experience.
• Thorough knowledge of operational policies and procedures.
• Previous lead or supervisory experience preferred.
• Excellent interpersonal, organization and communication skills required.