<span>AVP, Customer Service &amp; Sales Manager</span>

$69,992 - $79,997/Yr

Cathay Bank - Cupertino, CA

Full-time - Mid Level

Cupertino, CA

Credit Intermediation and Related Activities

About the position

The AVP, Customer Service & Sales Manager is responsible for overseeing the customer service and sales operations within the branch. This role involves managing staff performance, ensuring compliance with bank policies, and driving sales production goals while providing exceptional customer service. The manager will also engage in community activities and support business development efforts to enhance branch growth and profitability.

Responsibilities

• Interact effectively and professionally with all levels of bank personnel and clients to demonstrate commitment to quality customer service.
• Ensure staff are profiling customers during new account and teller transactions to identify cross-sell opportunities.
• Develop and track individual performance goals for staff.
• Create a coaching and mentoring process to meet customer service, sales, and operational requirements.
• 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 and profitability goals.
• May register as a Mortgage Loan Originator to support loan inquiries and assist with loan-related functions.
• Represent the bank in civic/community affairs and professional organizations.
• Direct branch operations, ensuring compliance with bank policies and regulations.
• Implement controls and oversight for identified deficiencies in branch operations.
• Maintain sound operating conditions through operational reviews and branch certifications.
• Evaluate staffing levels and skill sets to support customer service requirements.
• Conduct performance reviews for non-officer staff and officers as assigned.
• Recommend hires, transfers, terminations, and salary adjustments.

Requirements

• College degree preferred.
• Three to five years of experience in a similar management/supervisory role.
• Comprehensive knowledge of branch service functions and bank policies/procedures.
• General knowledge of complex support systems and personnel policies.
• Direct sales experience is desired.
• Proficient in Microsoft Word, Excel, and Outlook.

Nice-to-haves

• Bilingual in English and Chinese (Mandarin or Cantonese) preferred.

Benefits

• Competitive hourly wage of $33.65 - $38.46.
• Full-time employment with potential for career advancement.