A Sales & Service Manager is responsible for supervising the deposit operations of the banking center. This includes encouraging a strong sales environment and an efficient, smooth and professional customer servicing area. This position works with the Banking Center Manager (BCM) to reach banking center goals.
Essential Duties & Responsibilities
To perform this position successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.
- Assists BCM by assuming or backup of duties in relation to daily, weekly, bi-weekly, monthly, quarterly or annual tasks.
- Monitor and review of daily reject report and address any employee related error issues.
- Review and oversight of clearing of cash items on a daily basis.
- Open, monitor and maintain Safe Deposit box records along with assistance of Head Teller.
- Produce reports for BCM and Market President as requested.
- Responsible for ensuring excellent, efficient and accurate customer service at all times
- Opens deposit accounts.
- Perform the duties of a CSR when needed.
- Coach and train Head Teller, Assistant Head Teller and CSRs on expectations based on bank’s mission, vision and values.
- Cross-sell products and train employees to do same.
- Provide oversight to ensure audits are satisfactory, and assist with any follow-up items.
- Observe/evaluate/modify employee behavior with timely and constructive feedback.
- Assist BCM in communications, maintaining a positive morale, and by holding employees accountable.
- Work in conjunction with BCM and Head Teller on compliance issues and outages
- Perform other duties as assigned.
This position does have supervisory responsibilities over the Head Teller and Customer Service Representatives.
The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Proficient in the use of Microsoft Office products and banking information systems that are applicable to the area of assignment which include: CBS, Desktop, and Nautilus.
- Ability to deal effectively and tactfully with customers.
- Ability to promote and cross sell bank products.
- Ability to work with a team and members of other departments.
- Ability to work with little direct supervision in carrying out the tasks and responsibilities assigned.
- Ability to communicate orally to others to convey information effectively.
- Strong attention to detail.
- Ability to operate standard business equipment: fax, copiers, printers, computers, etc.
- Ability to handle sensitive documents or other confidential information.
- Ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
- Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar including the ability to comprehend written sentences and paragraphs in work related documents.
- Ability to manage time and be efficient and effective in the completion of assignments.
- Knowledge of arithmetic and their applications specific to the position.
Physical Demands and Abilities
The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions.
- Manual dexterity which provides the ability to handle and count both coins and paper currency. Will regularly be required to use hands and fingers to handle and feel.
- Ability to listen to and understand information and ideas presented through spoken words and sentences.
- Ability to communicate information and ideas in speaking and writing so others will be able to understand.
- Ability to arrange things or actions in a certain order or pattern according to the specific role or set of rules (e.g., patterns of numbers, letters, pictures, mathematical operations).
- Ability to identify and understand the speech of another person.
- Ability to see details at close range (within a few feet of the observer).
- Ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
- Ability to sit or stand for long periods of time.
- Ability to demonstrate manual dexterity through use of typing on a keyboard, sorting through paperwork, reaching and grabbing objects.
- Ability to stand, bend, and lift up to 20 pounds.
- Ability to operate standard business equipment such as a fax, computer, printer, copier, etc.
- Ability to look at a computer screen for several hours.
- Ability to travel to other locations as needed.
- Must be able to work on a flexible schedule that at times may include late working hours or weekend hours.
Required Education and Experience
- Associate’s degree in Business, Finance, Accounting or related degree; additional years of experience may be substituted in lieu of education.
- Minimum of two (2) years’ experience in a field that required face-to-face customer service skills and money handling responsibilities.
- Supervisory experience is preferred.
- Knowledge of bank operations, procedures, and regulations.
- May be required to attend activities outside the bank to stay abreast of new developments, best practices, civic activities, and statutory and regulatory changes.
- Pursuant to the Drug Free Workplace Act of 1988, all employees must remain drug free and alcohol free when reporting to work and while engaged in any work related activities.
- Must comply with all Bank Secrecy Act rules, regulations and requirements.
This document and the statements contained within it are intended to describe the general nature and level of work being performed by the employee assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the employee.