Client Experience Banker Manager

ESSENTIAL RESPONSIBILITIES

• Assist in the recruiting and hiring of Client Experience Bankers (Tellers and Teller Leader).

• Supervise Client Experience Bankers (Tellers and Teller Leader) by providing coaching, mentoring, and specific performance feedback to create a world class service environment for Southern First clients.

• Support local vendors, clients and the Southern First Facility and IT teams as the main point of contact for local partnerships and events.

• Maintain security standards for the office, including opening and closing procedures.

• Serve as assistant to the Client Experience Officer/Client Experience Relationship Team with retail deposit needs in the absence of Client Experience Officer.

• Provide services such as account opening, responding to clients and providing leadership to the team.

• Research and verify account information and resolve problems for clients with exceptional service.

• Educate clients on bank services, products, and digital capabilities by developing and maintaining a strong working knowledge of all relevant Bank products and services.

• May include answering and directing incoming client phone calls by discerning the levels of priority as well as escalation of calls to the appropriate team member, as necessary.

• Ensuring all monthly audits are performed and documented accordingly and that additional training or debriefs are incorporated for continuous learning and growth of the team.

• Adhere to high ethical standards and comply with all policies/procedures/regulations/applicable laws.

• Assure full compliance with BSA and Reg CC and all other regulations, policies, and procedures.

• Complete other duties as assigned.

ADDITIONAL RESPONSIBILITIES OR DETAILS

• May be required to represent the Bank in the local business community.

ESSENTIAL SKILLS, EDUCATION AND EXPERIENCE

Required

• Minimum of 2 years of banking experience and ability to write and conduct an objective employee performance review.

• Must have proficiency with basic computer skills and an ability to adapt quickly and train others with new systems and/or technology.

• Excellent interpersonal communication skills and professional writing to represent the Bank in a positive way in dealing with clients and other team members.

• Proficiency in Microsoft Outlook.

• Knowledge of retail banking rules, regulations, policies, and procedures

• Maintain regular, consistent, and professional attendance, punctuality, and professional appearance.

• Successful completion of compliance training deemed necessary by the Bank.

Preferred

• High school diploma or equivalent.

• Experience using bank systems, such as Horizon XE

BEHAVIORAL COMPETENCIES

Conscientious

Thorough

Precise

Concerned with rules and accuracy

Quick to connect with others

Service minded

Confidential

Enthusiastic

Enjoys variety

WORK CONDITIONS

• This position must be able to sit for long periods of time as the position involves large amount of time spent at desk and computer.

• Standard office environment with climate control and sufficient lighting.

PHYSICAL REQUIREMENTS:

• Ability to sit for up to eight hours.

• Ability to hear or see telephone ringing and respond to telephone calls.

• Ability to perform work on computer using Bank Systems and software.

This description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent an expressed or implied contract of employment nor does it alter your at-will employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.