Client Service Manager II

SUMMARY: Manages the staff and operations area of a full-service branch office. Responsible for branch operations, customer service, new accounts and account servicing, and demonstrates problem solving skills. Provides leadership, guidance, and support to branch staff. Works closely with the VP/Regional Operations Manager in developing and training branch employees in all areas of the Operations Department with an emphasis on cross training and quality customer service. Responsible for supervising the daily operation of the branch and acting as the primary supervisor for branch staff. May supervise fewer than five employees. Performs other related functions at the direction of VP/Regional Operations Manager. JOB RESPONSIBILITIES1.      Provides support in directing, guiding, and supervising the activities of the Operations staff, to achieve results through delegation, control, and follow-up procedures. Duties include but are not limited to training and cross training staff, scheduling staff hours, monitoring workflow and accuracy standard, ensuring departmental controls are maintained, meeting department deadlines and reporting requirements.2.      Maintains a thorough understanding of the organizational structure, lines of authority and communication within the bank. Employs the proper means within this framework to meet assigned personal, department and bank goals.3.      Works with all employees to ensure superior customer service is provided at all times, both to internal and external customers of the bank. 4.      Provides support to the VP/Regional Operations Manager with regards to department audits and leads, trains, directs, and supervises staff so that policies are followed in accordance with Bank established policies and procedures. 5.      Supports the coordination of all operations service/maintenance related activities. Ensures cooperation and completion of actions requiring joint decisions which could include but not limited to non-sufficient funds approval, overdraft actions, ATM inquiries and statement processing. 6.      Protects the bank against losses related to fraud by following policies and procedures. Maintains continued knowledge of the Bank’s current policies and procedures.7.      Understands and supports bank philosophies, products, services, programs, campaigns, and goals and demonstrates commitment to staff and the public.  8.      Provides support for departmental compliance. Keep abreast of all regulatory compliance issues and Bank policies and procedures that affect the operations of the department, including, but not limited to Reg. CC, BSA, Reg. E, Standard Practice Manual guidelines, and branch security. Enforces and complies with all areas of the bank compliance. 9.      Assists with day-to-day operations (i.e., Teller, Wires, New accounts, adjustments, certifications etc.) 10.   Processes levies and attachments in a timely manner.11.   Researches any branch or teller difference.12.   Processes Dormant/Inactive accounts.13.   Opens and closes branch and performs security checks.14.   Opens and closes vault.15.   Exercises official signing authority, signing checks, GL entries, overdrafts, etc. Approves checks for encashment, approves checks for deposits.16.   Responsible for reviewing and reporting CTRs generated by the branch.17.   Responsible for BSA (e.g., reporting unusual or suspicious activity)18.   Responsible for completing training courses by the assigned due dates.19.   Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.20.   Performs the position safely, without endangering the health or safety of themselves or others and will be expected to report potentially unsafe conditions. SUPERVISORY RESPONSIBILTYThe position of Client Services Manager II is responsible for the supervision of fewer than five employees.  ENVIRONMENT AND PHYSICAL ACTIVITYThe incumbent is in a non-confined office-type setting in which he or she is free to move about and at will. It may include some minor annoyances such as noise, odors, drafts, etc. The incumbent while performing this position spends time writing, typing, speaking, listening, lifting (up to 30 pounds), carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling, and reaching.  MENTAL DEMANDS The incumbent in this position must be able to accommodate reading documents or instruments, detailed work, problem   solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, multiple concurrent tasks and  occasional interruptions.  MINIMUM REQUIREMENTS        These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.  ·        High school diploma and/or college degree; or 5 years  of related experience and/or training; or the equivalent combination of education and experience. Work related experience should consist of a financial institution cash handling and customer service background, some supervisory or managing role. Educational experience, through in-house training sessions, formal school, or financial industry related curriculum, should be business or financial industry related. ·        To perform the essential functions of the job, requirements include but are not limited to (1) ability to make sound and logical decisions, (2) ability to perform basic mathematical functions, (3) ability to handle routine problems as well as difficult customers, (4) effective oral, written, and interpersonal skills with the ability to apply common sense to carry out instructions. Interpret documents, understand procedures, write reports and correspondence and (5) possess good organizational and time management skills.