Customer Service Manager
Company: Westamerica Bancorporation
Location: San Rafael
Posted on: June 22, 2022
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Job Description:
Westamerica is among the largest commercial banks headquartered
in California. -We are looking for outstanding people to join our
winning team. - We reached our current strength because our
employees, customers, and shareholders believe in the same
fundamental goals: - -Delivering a wide variety of financial
services with a superior customer service guarantee. -Job Summary:
Under the direction of the Regional Service Manager: Provides
customers with quality service; supervises operational staff;
promotes sales of all bank services.Essential Functions: Customer
Service & Sales SupportDeliver 5 points of service. (Your community
banker, sundown rule, it's your time, 24 hours or bust, statement
of fact and everybody makes a difference).Meet service standards
for external customers.Conduct/facilitate daily 8:00 am sales
meetings.Resolve complex customer problems; ensure good customer
relations. Serve as a point of contact for branch staff
questions.Support sales efforts through coaching and
mentoring.Focus on stabilization of transaction accounts.Promote
internal sales activities for new product and service referrals
with an emphasis on all key initiatives.Ensure that the average
monthly teller incentive goal of $110/FTE is met.Ensure minimum SPF
referral goals are met for each visit as well as monthly. At the
conclusion of each visit, ensure a meeting with the investment
representative for review of sales and referrals.Maintain or grow
branch deposits.Meet or exceed NII goal as outlined in your annual
budget.Meet minimum Elan goals.Meet established QIS standards of
95% or above.Ownership & AccountabilityMaintain control and
tracking of operational losses and teller cash differences.Screen
and interview applicants for operational positions. Coordinate with
the RSM on actions and documentation related to disciplinary
situations.Manage overall operations of the branch through
effective delegation and follow up.Demonstrate leadership skills as
evidenced by modeling professional conduct and professional
boundaries coaching and mentoring staff, especially in sales
activities.Ensure training and cross-training of staff. Identify
any training, coaching or scripting needs.Ensure all necessary
reports are completed and forwarded on a timely basis.Communicate
problems, successes, challenges and personnel issues to the RSM on
a regular basis. Adhere to the "no surprises" standard.Exercise
sound judgement and common sense in protecting bank assets, while
providing excellent customer service.Implement changes to policies
and procedures timely and effectively.Personal losses within loss
limit.Meet attendance guidelines.Essential Functions:Administrative
Control, Security & AuditEnsure satisfactory ratings by Internal
Audit.Ensure satisfactory ratings by Branch Review. (See Audit
Performance Matrix, Personnel Policy Manuel, Page 8.1.1).Follow
security protocols in opening, closing and internal operations
procedures.Ensure that all staff is knowledgeable and adheres to
control consciousness policies and procedures.Ensure branch remains
within established loss limits.Compliance ResponsibilitiesComplete
regulatory tutorials to ensure understanding of compliance
standards and expectations.Ensure that all staff completes
regulatory tutorials and has an understanding of compliance
standards and expectations.Answer regulatory questions correctly
during Audit/Branch Review.Ensure CRA service branch hours goals
are met.Minimum knowledge, prior work experience, and skills needed
to perform job functions:Progressively more responsible in-branch
operations where incumbent has gained a thorough knowledge of
operational policies and procedures. - Previous lead or supervisory
experience preferred. - Excellent interpersonal, organization and
communication skills required.Physical Demands:The physical demands
described here are representative of those that must be met by an
employee to successfully perform the essential functions of the
job. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions.While
performing the duties of this job the employee may be required to
use hands to finger, handle, feel, or manipulate computers,
calculators, phones and other office equipment and must be able to
clearly communicate and write, hear, and talk with co-workers and
customers. - The employee is required to walk and stand for long
periods of time. - The employee is required to occasionally reach,
sit, stoop, kneel or crouch. The employee may occasionally lift
and/or move up to 25 pounds. - Specific visual abilities are
required in the job including close vision, distance vision, color
vision, peripheral vision, and ability to adjust focus.Work
Environment:The work environment described here is representative
of those an employee encounters while performing the essential
functions of the job. - Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential
functions. The employee generally works in an office environment
but may occasionally be required to perform job duties outside of
the typical office setting. - While performing the duties of this
job, the employee is occasionally exposed to moving mechanical
parts. - The noise level in the work environment is usually
moderate.Mental Demands:Successfully prioritize demands and meet
quality and quantity service standards.Apply basic math skills to
balance cash and reconcile ledger accounts.Evaluate job performance
and identify training needs of subordinate staff.Identify and
capture business opportunities.Decision Making:Approves
non-standard transactions based on knowledge of client's account
history.Schedules appropriate number of staff to successfully meet
varying service demands and address any training needs.Determines
best method to apply to resolve customer and/or staff conflicts,
which preserve individual's dignity and comply with established
banking policies.Supervisory Responsibility: Directly Supervised: -
- - - - - - - - - - - - - - - - - - - -Depends on size of
branchSupervised by Subordinates: - - - - - - - Depends on size of
branchEOEWestamerica Bank's Privacy Policy may be found at:
Keywords: Westamerica Bancorporation, San Rafael , Customer Service Manager, Hospitality & Tourism , San Rafael, California
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