Job Description

Job Description

Job Description

GOLDEN BANK, N.A.

JOB DESCRIPTION

JOB TITLE: Customer Service Manager/Supervisor

DEPARTMENT: Branch Banking

INCUMBENT: All Operations Staff

SUPERVISOR: Branch Manager

STATUS: Exempt

DATE:

JOB PURPOSE

Customer Service Manager/Supervisor is responsible for supporting the branch sales goals while overseeing all aspects of customer service levels and branch operational integrity. Responsible for personnel administration, staff development as well as the service driven sales culture of branch banking. Promote, implement, and ensure quality customer service. Provide operational support to areas involving business development and portfolio administration. Support customer retention and acquisition program partnering with related internal department colleagues to proactively provide services for customers. Ensure regulatory compliance and staff adherence to bank policies and procedures.

ESSENTIAL FUNCTIONS

Sales & Service Responsibilities

• Ensure staff are actively profiling customers during new account and teller transaction process to identify cross sell opportunities to meet customer needs/requirements.

• Responsible for developing and tracking individual performance goals. Develop coaching and mentoring process for staff to ensure their performance meets bank customer service, sales, and operational requirements.

• Collaborate with Branch Manager in support of prospect and customer calls to develop customer onboarding plan, including set-up products and services.

• Support business development colleagues and perform marketing activities as needed in efforts to achieve branch growth and profitability goals.

• Represent the bank by actively participating in outside civic/community affairs, business/industry related organizations and other professional activities as appropriate.

Operations and Management Responsibilities

• Direct the operations functions of the branch. This encompasses the full knowledge of branch functions which include-new accounts, teller operations and safe deposit box.

• Ensure that the branch consistently complies with all bank policies/procedures, banking regulations and meets satisfactory audit rating.

• Ensure sound operating conditions are maintained in the branch by utilizing the daily and monthly operational and reporting reviews along with completion of required branch certification.

• Perform staffing evaluation to ensure appropriate levels of staffing and skill sets in support of customer service requirements.

• Approve employee daily time records, work assignments, vacation, sick pay, etc.

QUALIFICATIONS

• College degree a plus.
• At least 3-5 years banking experience in a similar capacity with management/supervisory responsibilities.
• Comprehensive knowledge of all aspects of branch service functions.
• Thorough knowledge of bank policies and procedures.
• Computer experience (Microsoft Word, Excel, Outlook) required.
• Good management skills with emphasis on planning, organization and scheduling.
• Excellent verbal and written communication skills.
• May obtain (optional) MLO (Mortgage Loan Originator) Status
• Bi-lingual English and Chinese (Mandarin or Cantonese) preferred.

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