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Mountain West Bank · 3 hours ago

Customer Service Manager

Meridian, ID

Full-time

Onsite

Mid Level

3+ years exp

Mountain West Bank is a company that values its community and employees, striving to make a positive impact. They are seeking a Customer Service Manager to ensure high-quality service for customers and to lead and develop branch teller staff.

Financial Services

No H1B

Responsibilities

Ensure through training, personal example, and work atmosphere that all operational staff maintain a professional, courteous demeanor and provide customer service of the highest quality at all times

Supervise and instruct Teller staff according to established policies and procedures and accepted standards. Assign duties to meet workload fluctuations. Direct training of subordinate staff including remedial training when needed. Solve or assist in solving personnel and operational problems within the branch. Evaluate the performance of subordinate staff and recommend promotions, salary adjustments, disciplinary action, etc. to the Branch Manager

Answer customer inquiries and resolve problems regarding operational and depository matters. Provide assistance to customers who need help with their account. Determine account and service needs of customers and prospective customers, referring them to the appropriate person for follow up and close of sale

Oversee the courier process, work with couriers, prepare bags, and ensure all documentation is completed, filed, and retained. If items need to be addressed, work with the manager

Ensure that proper records are maintained, and that safeguards and systems are in place for retention and storage as needed. Responsible for the training of personnel and maintenance of proper security procedures according to established Bank policy

Responsible for the preparation and submission of branch certifications, monthly operational reports, etc. Maintain proof of accounting records, Teller balancing records including proof of overages and shortages, measures taken to locate differences, reports of differences not located in amounts reportable to Administration

Maintain internal audit functions within branch operations. Report potential losses, fraud, kiting, embezzlement, etc. in a timely manner to the proper authority

Assist the Tellers in the performance of their duties and responsibilities including training them in the procedures related to their position, providing additional training if needed. Assume responsibility for all transactions processed by a Teller that exceeds their assigned limits by reviewing the transactions and initialing to show approval on those that are authorized. Sign and authorize cashier’s checks. Waive service charges and fees when appropriate and within specified authority. Verify Teller and vault cash on a routine basis noting discrepancies and/or dollar amounts more than assigned limits. Approve temporary retention of excess cash on a limited basis as befitting the circumstances

Ensures the staff understands the standards and expectations of the Bank’s High-Performance Growth (HPG) program, the referral process and the Tell-a-Friend program. Coaches staff on use of HPG skills including the HPG 8-step process. Reviews service and skills shops and works with staff to continually improve

Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control

Qualification

Retail banking experienceSupervisory experienceBanking compliance knowledgeCustomer service skillsMath skillsComputer skillsCommunication skillsCash handling experienceJack Henry softwareMWB products