Customer Service & Sales Manager

$59,987 - $74,984/Yr

Unclassified - Cupertino, CA

Full-time - Mid Level

Cupertino, CA

About the position

The Customer Service & Sales Manager at Cathay Bank is responsible for supporting the branch's sales goals while overseeing all aspects of customer service levels and ensuring operational integrity. This role involves personnel administration, staff development, and fostering a service-driven sales culture within branch banking. The manager will promote, implement, and ensure quality customer service while providing operational support for business development and portfolio administration. Additionally, the manager will support customer retention and acquisition programs by collaborating with related departments to proactively provide services for customers. Regulatory compliance and adherence to bank policies and procedures are critical components of this role, as is maintaining the operational integrity of the branch. In this position, the manager will interact effectively and professionally with all levels of bank personnel, corporate clients, and bank clients, demonstrating a commitment to quality and extraordinary customer service. The manager will ensure that staff are actively profiling customers during new account and teller transactions to identify cross-sell opportunities that meet customer needs. Developing and tracking individual performance goals for staff, as well as establishing and managing team and individual sales production goals, are essential responsibilities. The manager will also collaborate with the Branch Manager and Relationship Manager to support customer onboarding plans and assist with marketing activities to achieve branch growth and profitability goals. On the operational side, the manager will direct the branch's operations functions, ensuring compliance with bank policies and procedures, banking regulations, and satisfactory audit ratings. This includes maintaining sound operating conditions through daily and monthly operational reviews and completing required branch certifications. The manager will evaluate staffing needs to ensure appropriate levels of staffing and skill sets are in place to support customer service requirements. Performance reviews for non-officer staff and officers will be conducted timely and objectively, with a focus on individual development and coaching skills. The manager may also serve as the Safety and/or Security Officer for the branch, ensuring a safe and secure environment for both employees and customers.

Responsibilities

• Oversee all aspects of customer service levels and branch operational integrity.
• Support branch sales goals and promote a service-driven sales culture.
• Interact professionally with all levels of bank personnel and clients to ensure quality customer service.
• Develop and track individual performance goals for staff, providing coaching and mentoring as needed.
• Establish and manage team and individual sales production goals.
• Collaborate with Branch Manager and Relationship Manager to develop customer onboarding plans.
• Support business development colleagues and perform marketing activities to achieve branch growth.
• Ensure compliance with bank policies, procedures, and regulatory requirements.
• Direct the operations functions of the branch, including new accounts and teller operations.
• Conduct staffing evaluations to ensure appropriate levels of staffing and skill sets.
• Complete performance reviews for branch staff and recommend personnel actions.

Requirements

• College degree preferred.
• Three to five years of experience in a similar capacity with management/supervisory responsibilities.
• Comprehensive knowledge of all aspects of branch service functions.
• Thorough knowledge of bank policies and procedures.
• General knowledge of complex support systems and branch efficiency.
• Direct sales experience desired.
• Computer experience with Microsoft Word, Excel, and Outlook required.
• Good management skills with emphasis on planning, organization, and scheduling.
• Excellent verbal and written communication skills.
• Bi-lingual in English and Chinese (Mandarin or Cantonese) preferred.

Nice-to-haves

• Experience in the banking industry.
• Knowledge of mortgage loan origination processes.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• 401(k) plan with company contributions
• Flexible spending accounts (FSAs)
• Health savings account (HSA) with company contributions
• Long-term disability insurance
• Voluntary coverages.