Job Description

Summary:

Under the direction of the Branch Manager (BM), the Customer Service Manager (CSM) is responsible for establishing a full-relationship with customers. The Customer Service Manager is personally committed to consistently creating a great customer experience by meeting a broad range of financial service needs. The CSM performs routine branch duties. In addition, the CSM is responsible for leading the branch team to attain branch goals. Adheres to all bank established policies, procedures and overall banking/compliance regulations.

Essential Job Functions:

• Serves in a leadership role by helping to develop and mentor CSR's on the team. Takes an active role in onboarding and training new CSR's. Communicates to the Manager any training opportunities or gaps. Acts as a branch liaison between CSR's and the Branch manager and Branch Administration.

• Promotes, represents and welcomes current and potential customers, employees and vendors to the bank in a professional and inviting manner.

• Develop a strong, value-added relationship with current and prospective customers by engaging in conversations that uncover their current and future financial needs. Provide solutions to ensure the customer feels understood, informed and confident in the bank and products/services offered.

• Leads and encourages a positive working environment with a can-do attitude, which fosters our Cultural Beliefs.

• Proficiently performs routine, basic and complex transactions and tasks including but not limited to:

• Accept and process deposits, withdrawals, transfers, check cashing, loan payments and advances.
• Provide approvals and overrides to CSR's for routine transactions and within established limits.
• Maintain proper cash levels and keeps cash secure at all times. Accurately balances cash drawer and vault and reports variations in accordance with bank policy.
• Process daily branch capture, verifying accuracy of scanned documents to minimize non-posts.
• Collects information for outgoing wire transfers up to specified limit.
• Basic account maintenance including address changes, holds, and stop pays.
• Open and Close all depository accounts including but not limited to: IRA, HSA, Business and Consumer accounts. Ensure proper Customer Identification (CIP) and Bank Secrecy (BSA) procedures are appropriately followed.
• Completes required reports timely and accurately (including UAR and CTR)

6. Expert knowledge of Bank of Utah's depository products accounts, apps and online services along with a strong understanding of bank's products and services. Promote and refer other bank products/services to customers and convert service opportunities to sales when appropriate.

7. Actively develops, promotes, and leads awareness campaigns to help strengthen customer relationships.

8. Proactively seek solutions to customer service and efficiency issues. Troubleshoot online and mobile banking issues. Service customer accounts and requests accurately in accordance with bank policy and procedure.

9. Maintain comprehensive and up to date knowledge of banking regulations related to assigned job function. Complete required compliance and job specific training.

10. Actively participate and conduct weekly team meetings. Facilitate individual and group feedback/training sessions.

Additional Responsibilities:

• Quality, accuracy, reliability, friendliness, thoroughness and timeliness of services provided to internal and external customers
• Ability to earn the trust and respect of customers and co-workers
• Exhibits professional workplace appearance and conduct
• Keeps Bank, customer, and employee information confidential
• Participates in training and appropriate professional development
• Reliability in reporting to work regularly and on time
• Informs customers and potential customers of additional Bank services when appropriate.

Experience, Skills, and Education:

• Requires High School Diploma or equivalent
• Minimum of two years' branch banking and account opening experience
• Previous Management experience preferred.
• Basic computer and Microsoft Office Suite skills.
• Good risk-based decision-making skills and the ability to follow complex policies and procedures.

Supervisory Requirements

• Supervise a staff of two to five CSR's

Working Conditions:

• Work is performed largely in a pleasant office environment. Prolonged sitting, standing, mental and visual concentration for computer and equipment usage required.

• Must be able to bend, turn, twist, lift and move up to 30 pounds of office supplies, equipment, and coin.

• Position is not telework eligible, all job duties must be performed in the branch or office

• Travel may be required between branches, to and from training/meetings etc.

• Attendance is an essential function of the job.

• The wage listed is within the range associated with this position. Actual compensation will be based on qualifications and experience.

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