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Banking Center Customer Service Manager
First Merchants Corporation
Upper Arlington, OH, United States
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Description
This description is intended to indicate the essential responsibilities of the position. It is not intended to be all-inclusive nor does this limit management’s right and responsibility to determine work assignments, reassignments, priorities, etc.
Working at First Merchants is more than a job. When you join our team, you participate in our mission to build financial solutions, provide sound advice and products, and deliver exceptional service. We’re a community bank with local roots and we care about our customers and our employees.
Our focus on building individual career development plans and providing robust and timely learning and development programs are additional reasons to join the First Merchants team.
If you’re ready to join a local organization that is a leader in the community, take a look at our exciting opportunities. First Merchants is an expanding company with new career possibilities forming every day.
Position Goals:
Assist with implementation of sales plans for the banking center to achieve the strategic and tactical goals of the company. Provide guidance to the banking center staff to ensure the delivery of a meaningful customer experience. Ensure the operational soundness of the banking center through training, inspecting and coaching to retail policies and procedures. Take a lead role in coaching and developing the team to reach predefined referral goals and deliver defined service expectations. Serve as a key member of the banking center management team to orientate the customer and deliver the whole bank.
Supervision Received:
Under the general supervision of Banking Center Manager.
Supervision Exercised:
Service Associate, Lead Service Associate, Customer Service Representative
Essential Duties and Responsibilities:
1. Responsible for the direct supervision and development of Retail Associate.
• Provided balanced feedback through formal documented coaching sessions monthly.
• Provided balanced feedback through ongoing informal coaching.
• Participate in the recruiting and hiring of Retail Associates.
• Complete Annual Performance Evaluations for Service Associates.
2. Manage operational aspects of the banking center; control opening and closing of the banking center, conduct audits, and branch balancing.
• Functional supervision of banking center staff; train, coach, and assist with annual performance evaluations.
• Coach to sales goals for branch staff to directly support the retail scorecard established for the assigned banking center.
• Ensure compliance for regulations and reporting, including but not limited to: BSA, OFAC, CIP, CRA, etc.
• Ensure total compliance of physical and information security policy.
3. Nurture and grow established long term relationships through superior customer service.
4. Interview customers and compile loan applications for consumer and business loans, and home equity lines of credit according to lending policies; evaluate and approve or deny within authorized lending limit.
5. Manage to the Sales Management Process by conducting Huddles, Observations, Touch Bases and Skill Builders per established guidelines.
6. Develop, implement, and lead sales tactics to increase market and wallet share.
7. Assist with development and implementation of strategies for the banking center to meet and exceed loan and deposit goals as established in the designated market.
• Contribute to the growth of the banking center’s deposit portfolio.
8. Provide assistance on the teller line during peak times or when needed to help reduce wait times and fill service gaps.
9. Attend and/or complete applicable and required training sessions.
10. Promote the bank through community involvement and leverage contacts to create a pipeline of new business.
11. Partner effectively throughout the bank to grow the banking center and fulfill clients financial needs.
Knowledge, Skills and Abilities:
In addition to the list below, it is understood that all positions with the company require individuals who possess a pleasant and friendly attitude, project sensitivity towards customers and fellow employees, and maintain a neat and clean professional appearance. Core competencies have been identified as relevant to every position within the company and include: Ethics and Integrity, Listening, Business Acumen, Customer Focus, Approachable and Savvy, Action Oriented, Managing Time & Priorities, Work/Life Balance, Composure & Patience, Drive for Results, Self Development & Knowledge, Dealing with Change, Decision Quality, and Informing.
Competencies
Negotiating
• Can negotiate skillfully in tough situations with clients and others in the organization
• Can win concessions without damaging relationships
• Can be both direct and forceful as well as diplomatic
• Gains trust of others through negotiations
Managing Talent
• Provides employees with challenging assignments and tasks
• Establishes clear directions and performance expectations for employees to meet banking center scorecard metrics
• Holds frequent performance and development discussions and uses performance management to increase employee performance
• Provides current, direct, complete and actionable positive and corrective feedback to employees
• Knows each direct report’s career and personal goals
• Treats all employees equitably and does not give preferential treatment
• Creates a working environment where employees will do their best and feel empowered
• Is a people developer and someone employees like working for and with
Planning
• Develops schedules and task/people assignments
• Knows the length and difficulty of a task or project
• Anticipates and adjusts for problems and roadblocks
• Breaks down work into process steps
• Evaluates results
Requirements
Position Requirements:
Education - High school diploma or equivalent (GED).
Experience - Over one (1) year of sales, management, banking, or related experience.
Other -
Preferred Requirements:
Demonstrated ability to sell and cross-sell bank products and services.
Consumer lending experience.
Supervisory or lead experience in the banking industry.
Demonstrated ability to manage retail sales team to achieve threshold activity levels and performance goals.
Active Insurance licenses (Series 6, life, etc.).
College degree.