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Bank of Utah · 1 day ago

Customer Service Manager

Logan, UT

Full-time

Onsite

Entry, Mid Level

2+ years exp

Bank of Utah is one of Utah’s largest privately owned community banks, established in 1952. They are seeking a Customer Service Manager who will be responsible for developing customer relationships, leading the branch team, and ensuring a positive customer experience while adhering to banking regulations.

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Culture & Values

Responsibilities

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)

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

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

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

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

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

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

Supervise a staff of two to five CSR’s

Qualification

Branch banking experienceManagement experienceRisk-based decision makingMicrosoft Office SuiteCustomer relationship managementTrainingTeam leadershipMentoringCommunication skills