As an integral member of the Relationship Banking Team for Community West Bank, this position will provide extraordinary customer service to our clients, prospective clients, and internal team members responding to branch operations and customer service related questions and business opportunities in a professional and timely manner, setting an example to ELEVATE the bank's corporate culture of our Statement of Values and dedication to quality and service. This position will have direct responsibility as a Relationship Banking Team member to assist in the accomplishment of the Department's Business Plan goals and objectives that will provide for a high performance culture that emphasizes empowerment, quality, productivity, ethical standards, goal attainment and the ongoing development of CWB's vision to become the leading Community Bank serving the Central Coast of California by total assets, market share and profitability.
The Customer Service Manager is responsible for mitigating operational risk and controllable losses to the bank by following established policies and procedures. Responsible for fee income, expense management, relationship profitability and account retention. Minimum satisfactory ratings on external and internal audits, testing and exams. This position participates in industry groups and community civic events as appropriate to promote Bank products and services that improve the quality of life in the communities we serve. This position will also be responsible for meeting established and agreed upon branch goals that support the Bank's strategic plan in new production for deposit and loan relationships. This position performs all essential duties in compliance with regulatory requirements as well as Bank policies and procedures.
Maintains extraordinary customer service delivery standards
Provides guidance and long term solutions to customers
Efficiently and accurately oversees branch operations, while monitoring controllable income and expense items
Complies with security controls and procedures, follows and enforces all bank policies and procedures, and complies with all bank regulations and compliance programs
Responsible for the development and training of branch staff, which includes customer service delivery, problem resolution, job knowledge, products and services, ongoing coaching and career advancement
Directs and participates in bank and branch goals, campaigns and strategies to retain existing customers and develop new relationships
Manages staffing levels to ensure the branch performs efficiently while maintaining customer service standards and expectations
Expresses ideas clearly in writing and verbally. Makes clear, concise presentations and demonstrates effective listening skills. Conveys necessary ideas and information to others
Completes all required regulatory training as assigned within deadlines established including BSA, Bank Security and any other training as assigned, within required timeframes and on an annual basis.
Additional assignments as designated by the Community Banking Manager and/or the Regional President
Community West Bank is an EEO/AA/Disability/Vets Employer. Reasonable accommodations may be made to individuals with disabilities to perform the essential functions of this position.
Experience and Skills
High School Diploma required with minimum of five (5) years progressively responsible experience in Branch Operations and 2 or more years managing a branch office
Thorough knowledge of bank operations policies and procedures, bank regulations, bank security and bank compliance
Knowledge of branch management, budgeting, problem-solving management techniques, and supervisory functions
Must possess good interpersonal skills and professionalism to represent the Bank to customers and to the general public
Professional in appearance and in verbal communication
Ability to effectively resolve customer and employee relations issues
Ability to lead by example and provide performance coaching and goal setting
Excellent written and oral communication skills, as well as organizational skills
Ability to disseminate information and guidelines clearly to employees and check for understanding.
Ability to exercise good judgment and make sound decisions
Ability to work independently and collaborate effectively as a team member
Proficient with: MS Word, Excel, Access, PowerPoint, Outlook, Internet
Ability to protect and maintain confidential information
Requires attention to detail and the ability to interpret a variety of instructions furnished in written and oral form
Ability to comprehend and apply Bank policies and procedures in the work environment
Ability to operate a variety of office machines, including 10-key calculator, personal computer, photocopier, fax machine, and scanner
Ability to travel to perform required duties (up to 20-25%) as directed by your supervisor or as needed
Community West Bank