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Client Service Manager

ESSENTIAL FUNCTIONS AND BASIC DUTIES: Accomplish staff results by communicating job expectations; planning, monitoring and appraising job results; coaching, counseling, developing personal growth opportunities and disciplining employees; developing, coordinating and enforcing systems, policies, procedures and productivity standards. Ability to handle all customer interaction, including making appropriate recommendations to CSRs and Supervisors, and the ability to handle all facets of maintenance on customer accounts. Originate consumer loan applications and deposit account origination, if applicable. Exercise good decision making with authority limits and in the event credit decisions are needed, follow credit guidelines as outlined. Actively involved in monitoring and managing the budget including expense management and allocations, while ensuring branch goals are met by working with team on referral and retention goals. Ensures branch operations comply with bank policy, procedures and banking regulations; ensures delegates have adequate and current compliance training and branch maintains a satisfactory audit rating or better, while providing guidance and coaching. Promotes a positive image of the bank; develops and maintains effective business relationships with customers, employees and retail partners; in addition to serving as a liaison within all areas of the organization. Serve as the problem resolution specialist in addressing and resolving complex customer service issues and employee disputes; performs and reviews tasks requiring manager level approvals. Meet the needs of customers by providing accurate, personable, prompt and efficient processing of all transactions in accordance with Customer First. Adheres to and coaches to the Six Step Experience guidelines with each customer interaction. Responsible for branch Business Contingency Plan. Ensure the completion of monthly surprise cash audit for each CSR in accordance with cash audit procedures. Maintain a balanced cash drawer and perform within the Customer Service Performance Parameters. Participate in the recruitment process of interviewing and hiring of applicants. Demonstrates a positive reflection of the organization in public through their actions and behaviors. Coordinate branch facility maintenance with corporate facility management. Complete other duties as assigned.



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