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:


  • 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.


Supervisor - has formal supervisory responsibilities over Customer Service Representatives.


  • Lead by example

  • Strong organizational skills

  • Attention to detail

  • Strong interpersonal skills

  • Professional

  • Results/goal orientated have accountability

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Customer Service Manager - Downtown Grand Rapids

Macatawa Bank