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Senior Retail Customer Service Officer
Bank of the West
Tempe, AZ, United States
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Description
What sets Bank of the West apart from other banks is our team members–they embody the optimistic spirit of the West. There is a spirit here that drives us to do more. Our team of more than 10,000 employees is vital to the success of our Bank. They reflect our modern western values—straightforward, entrepreneurial and optimistic. We seek to create a corporate culture that fosters and rewards excellence, encourages creative thinking and respects diversity – an environment where team members are engaged, supportive of one another and enthusiastic about serving our customers. Bank of the West offers the stability of a company that has a 135 year history and is part of BNP Paribas, a European leader in global banking and financial services and one of the 6 strongest banks in the world. We offer opportunities across our diverse business lines – Retail Banking, Commercial Banking, National Finance, and Wealth Management.
Job Description Summary
Responsible for promoting and supporting superior sales/customer service in every branch within a region and for monitoring the quality of the branch operation. Responsible for serving as a technical resource for the branches and assisting the Regional Manager with the administration of the branches. Understands, communicates, and works to achieve the mission of the Bank.
Essential Job Functions
• Works with the Regional Manager and Branch Management team to generate and achieve sales, service, growth, and profit goals for the individual branches within the assigned territory.
• Trains and coaches CSMs and ACSMs in the ORS sales management process. Leads the Branch CSMs in developing realistic strategies and goal setting that aligns with the branch, region, and company objectives.
• Develops and implements sales management tools to assist the branches in supporting the CSR referral efforts.
• Coordinates and/or conducts sales, customer service, security, and technical training as needed. Facilitates CSM and ACSM meetings for the region on an ongoing basis.
• Takes a visible role in the operational and sales activities of all branches within the region.
• Possesses a strong working knowledge of Bank products and services, reporting, policy and procedure, and RBG special programs.
• Reviews, recommends, and implements modifications to current operating procedures to increase overall efficiencies in the branch, region, and bank.
• Performs or reviews semi-annual audits of branch operations and makes recommendations to improve noted deficiencies.
Other Job Duties
• Works with branch CSMs to balance operational controls and customer service in order to minimize risk to the Bank.
• Interacts with branches, internal departments, and customers to resolve customer service problems. Manages the region’s customer complaint process.
• Performs other duties as assigned.
• Operates with a leadership style that consistently demonstrates effective communication and empowerment. Leads by example and manages through change and adversity.
• Demonstrates strong decision making skills by recognizing problems and responding appropriately. Systematically gathers information, sorts through complex issues, seeks input to determine root cause and makes timely decisions.
• Assists Regional Manager and branches with the handling of personnel related issues.
• Assists Regional Manager in planning process of region’s budget/goals.
• Monitors and ensures that compliance standards determined by senior management are met by use of established audits/reviews and follow-up.
• Performs other duties as assigned.
Qualifications
Required Experience
• Requires deep knowledge of job area typically obtained through advanced education combined with experience.
• Typically viewed as a specialist within discipline.
• May have broad knowledge of project management.
• Requires 7 years minimum prior relevant experience.
Skills
• Knowledge of branch banking, sales and consumer lending.
• Knowledge of the bank products and services.
• Analytical and research skills.
• Bank product and service knowledge.
• Customer service skills.
• Demonstrated management skills.
• Planning and organizational skills.
• PC skills.
• Written and verbal communication skills.
• Ability to make branch calls.
Equal Employment Opportunity Policy
Bank of the West is an Equal Opportunity employer and proud to provide equal employment opportunity to all job seekers without regard to any status protected by applicable law. Bank of the West is also an Affirmative Action employer - Minority / Female / Disabled / Veteran.
Bank of the West will consider for employment qualified applicants with criminal histories pursuant to the San Francisco Fair Chance Ordinance subject to the requirements of all state and federal laws and regulations.