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.
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.
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.
Lead by example
Strong organizational skills
Attention to detail
Strong interpersonal skills
Results/goal orientated have accountability