Service Manager II

First Citizens Bank Woodruff , SC 29388

Posted 2 months ago

Position Description:

Manage service line associates; oversee branch operations with support from an Operations Services Lead; open deposit accounts; deliver consumer and business products and services; loan products sold are consumer loans as well as limited secured and unsecured business loans; identify referrals for specialty partner sales; basic to complex service and maintenance.

Team Management:

Manages a team sales & service plan that aligns with the financial expectations of bank and maximizes results by effectively aligning associates and their activities to create value for both the customer and the bank.

For each managed associate, clarifies expectations, outlines accountabilities and authorities and supports ongoing development through coaching as well as ensuring role appropriate learning plans are in place and being acted upon.

Through regular interactions and inspection, ensures utilization of the Bank's processes and provides one on one feedback and coaching to support associate development and achievement of results

Partners with Human Resources to perform various personnel functions to include staffing and disciplinary action.

Facilitates regular team meetings that drive team focus on sales & service plans and achievement of results, incorporating recognition, knowledge and skill building activities and best practice sharing.

Operations and Administration:

Associates in roles defined to take deposits are accountable to accuracy, efficiency, and workload results as defined by the Operational Scorecard. The results may include a requirement for individual contribution as well as team performance.

Adheres to all regulations, compliance and Bank policies, procedures and delegated authorities.

Manages risk related to credit, operational, reputational, regulatory and legal aspects of personal interactions.

Performs general office management duties as assigned.

Completes required training by established deadlines

Service & Sales Support and Referrals:

Demonstrates Bank's service standards of accuracy, responsiveness, courtesy, partnership and responsibility along with other service expectations as established.

Ensures service and referral activities are aligned to create value for both the customer and the bank.

Uses problem-solving, listening, understanding and responding techniques to address a customers' immediate needs and when appropriate, link need to a solution where there is an opportunity to expand or retain a relationship.

Regularly creates value added conversations with customers to uncover opportunities to make quality referrals to branch or other business partners.

Prepares sales support materials for prospect and customer calling efforts. Schedules prospect and client appointments.

Proactively looks for ways to enhance service and referral performance by seeking coaching, supporting Bank initiatives, and leveraging tools to enhance activities.

Sales:

Achieve Financial, Production and Relationship results as defined by the role specific metrics and goals for the Sales Scorecards. The results may include a requirement for individual contribution as well as team performance.

Develops and implements an individual sales & service activities plan that aligns with the team plan.

Proactively looks for way to enhance sales performance by seeking coaching, supporting Bank initiatives and leveraging tools to enhance activities.

Ensures sales activities are aligned to create value for both the customer and the bank. Sales results should align with the needs of the community and ultimately support the organizational commitment to diverse lending.

Effectively engages partners to develop holistic customer relationships.

Uses a relationship selling approach in customer/prospect interactions, ensuring appropriate preparation and planning is completed and probing customer-centric conversations occur.

When appropriate, represents the Bank in the community by attending and participating in civic and community events for purpose of generating additional business and identifying potential CRA opportunities for the Bank.

Position Requirements:

Bachelor degree with a minimum of 1 year experience in a financial services or sales role.

  • or -

High school diploma or GED with a minimum of 5 years experience in a financial services or sales role.

Must complete federal registration and annual renewal as required by the SAFE Act.

Must possess a valid driver's license. Position requires frequent driving to other offices, bank customers, etc. Bank car not provided.

In cases where licensing is required, associates must complete the bank sponsored licensing program within 12 months of entering the role.

Preferred Qualifications:

Considerable knowledge of consumer and business deposit and loan risk issues.

Ability to identify, think through and solve problems accurately and efficiently.

Ability to manage multiple priorities.

Ability to work with little direct supervision.

At least 2 years experience in a leadership role.


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Service Manager II

First Citizens Bank