Customer Service Manager - Downtown Grand Rapids

Macatawa Bank Grand Rapids , MI 49504

Posted 2 weeks ago

The Customer Service Manager is responsible for the daily operation of a branch. Manage CSR activities to provide efficient, high quality customer service while developing a well-trained and motivated staff.

Location: Grand Rapids

Schedule: Full-time 40 hours per week with occasional Saturdays

We are seeking someone to perform the following:

Supervision

  • Create, administer, and follow-up with development plans for each CSR on team

  • Create thorough and timely annual review for all CSRs

  • Mentor and train CSRs to improve weaknesses and build strengths.

  • Professionally handle performance management as appropriate while following all of the Bank's policies and procedures.

  • Create a branch schedule, making sure that the branch is adequately staffed at all times while maintaining the budget.

  • Coach CSRs on product knowledge and referrals.

Team Development

  • Take ownership of the interviewing and hiring process for new CSRs.

  • Coordinate team meetings and include a security and/or audit topic to discuss.

  • Be a role model for the team in regards to attitude, sales referrals, and customer service.

Administrative/Operational Tasks

  • Follow the policies and procedures of Macatawa Bank.

  • Be sure that the branch is balanced each day and work to resolve issues related to this immediately.

  • Take ownership of the audit process, security, and compliance of the branch.

  • Process customer overdrafts while maintaining the budget goals and excellent customer service.

  • Assist with ATM balancing, vault, or branch capture procedures as needed.

Customer Service Transactions

  • Greet and communicate with customers to build a lasting and long term relationship with them.

  • Must be knowledgeable on all products and services.

  • Initiate open ended conversations to best uncover the customer's needs.

  • Refer new and existing customers to Relationship or Branch Manager.

  • Use best discretion and knowledge to initiate and approve wire transfers, cashiers' checks, maintenance requests, and other customer transactions.

  • May assist Relationship Manager with opening customer accounts when needed.

MORE ABOUT THE ROLE

Supervisor - has formal supervisory responsibilities over Customer Service Representatives.

Qualities

  • Lead by example

  • Strong organizational skills

  • Attention to detail

  • Strong interpersonal skills

  • Professional

  • Results/goal orientated have accountability

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Banquet Server Embassy Suites Grand Rapids Downtown

Suburban Inns

Posted 2 days ago

VIEW JOBS 4/17/2019 12:00:00 AM 2019-07-16T00:00 Position Summary: Responsible for assisting in service, set up, and clean-up of all banquet functions. This position will provide excellent guest service, while following local health department standards, Suburban Inns' Core Values, and Hilton/Embassy Suites standards, as well as going above and beyond to ensure that guests are 100% satisfied. Essential Functions: * Report to work in professionally appropriate attire, presented neat and clean * Greet all guests in a friendly, positive manner. Ask questions of guests and make personal connections to make them feel they are welcome and valued * Anticipate and meet the needs and expectations of our guests, then go one step further * Maintain knowledge of event menu items and their contents, as well as appropriate table settings and service ware and the correct preparation and garnishing methods * Run food from the kitchen to the banquet hall on demand * Assist with food and table prep before the event begins * Set up buffets with food presentation standards and practices in mind, ensuring safe food handling performance * Serve plated dinners to guests and respond to requests for beverages, appetizers and other needs * Communicate with banquet supervisor as well as other servers and event organizers * Ability to follow directions from banquet event orders * Responsible for set up, service, maintenance, and break down of banquet rooms * Ability to carry large and heavy trays on a continuous basis throughout a shift * Report needed repairs of unsafe conditions to supervisor * Respond quickly to requests from guests, supervisors, or management in a timely, friendly, and efficient manner * Practice "clean as you go" techniques of service; keeping all banquet areas clean, neat, and supplied at all times * Maintain security of equipment, keys, and supplies issued each day * Clean up venue after event ends and assist with inventory, food storage and other closeout tasks * Follow all Suburban Inns processes and Embassy Suites standards * Exhibit regular and recurrent attendance records * Other duties as requested by management Position Requirements: Minimum Knowledge: Requires ability to interpret / extract information and / or perform arithmetic functions. Good communication skills Formal Education and Job-Related Experience: None License, Registration, and/or Certification Required: TIPS Certification (may be completed upon hire) Suburban Inns Grand Rapids MI

Customer Service Manager - Downtown Grand Rapids

Macatawa Bank