Customer Service Manager

Bank Of Utah - Layton, UT

Full-time - Mid Level

Layton, UT

Credit Intermediation and Related Activities

About the position

The Customer Service Manager (CSM) plays a pivotal role in the banking branch, operating under the guidance of the Branch Manager (BM). This position is dedicated to fostering strong relationships with customers, ensuring that their diverse financial service needs are met with excellence. The CSM is not only responsible for routine branch operations but also for leading the branch team towards achieving set goals while adhering to all established banking policies and compliance regulations. The CSM is committed to creating a positive customer experience and is actively involved in mentoring and developing Customer Service Representatives (CSRs) within the team. In this leadership role, the CSM takes charge of onboarding and training new CSRs, identifying any training gaps, and communicating these to the Branch Manager. The CSM serves as a liaison between the CSRs and the Branch Manager, ensuring effective communication and collaboration within the team. A key aspect of the role involves engaging with current and prospective customers to understand their financial needs and providing tailored solutions that instill confidence in the bank's services. The CSM is expected to maintain a positive work environment, encouraging a culture of teamwork and a can-do attitude. This includes performing a variety of transactions, such as processing deposits, withdrawals, and loan payments, while ensuring compliance with banking regulations. The CSM also plays a crucial role in promoting the bank's products and services, leading awareness campaigns, and troubleshooting customer service issues. Regular participation in team meetings and training sessions is essential to foster continuous improvement and development within the branch.

Responsibilities

• Develop and mentor Customer Service Representatives (CSRs) on the team.
• Onboard and train new CSRs, identifying training opportunities or gaps.
• Act as a liaison between CSRs and the Branch Manager.
• Promote and welcome customers, employees, and vendors to the bank.
• Engage with customers to uncover their financial needs and provide solutions.
• Encourage a positive working environment that fosters cultural beliefs.
• Perform routine and complex transactions including deposits, withdrawals, and loan payments.
• Approve and override transactions for CSRs within established limits.
• Maintain cash levels and secure cash at all times, balancing cash drawers and vaults accurately.
• Process daily branch capture and verify accuracy of scanned documents.
• Collect information for outgoing wire transfers up to specified limits.
• Conduct basic account maintenance and open/close depository accounts following proper procedures.
• Complete required reports timely and accurately, including UAR and CTR.
• Promote and refer bank products/services to customers, converting service opportunities to sales.
• Develop and lead awareness campaigns to strengthen customer relationships.
• Troubleshoot online and mobile banking issues, servicing customer accounts accurately.
• Maintain up-to-date knowledge of banking regulations and complete required training.
• Facilitate weekly team meetings and individual/group feedback sessions.

Requirements

• High School Diploma or equivalent required.
• Minimum of two years' branch banking and account opening experience.
• Previous management experience preferred.
• Basic computer skills and proficiency in Microsoft Office Suite.
• Good risk-based decision-making skills and ability to follow complex policies and procedures.

Nice-to-haves

• Experience in customer relationship management.
• Knowledge of banking regulations and compliance standards.

Benefits

• Competitive hourly wage ranging from $16.85 to $23.58 USD.
• Opportunities for professional development and training.
• Supportive work environment with a focus on teamwork.