Customer Service Manager

Job Description

Job Description

Description :

Westamerica is among the largest commercial banks headquartered in California. We are looking for outstanding people to join on our winning team. We reached our current strength because our employees, customers, and shareholders believe in the same fundamental goals : Delivering a wide variety of financial services with a superior customer service guarantee.

JOB SUMMARY : Under the direction of the Regional Service Manager : Provides customers with quality service; supervises operational staff; promotes sales of all Bank services.

ESSENTIAL FUNCTIONS :

Customer Service & Sales Support

• Deliver 5 Points of Service. (Your Community Banker, Sundown Rule, It’s your time, 24hrs or bust, Statement of fact, Everybody makes a difference)
• Meet SERVICE standards for external customers.
• Conduct / facilitate daily 8a.m. sales meetings.
• Resolve complex customer problems; ensure good customer relations. Serve as point of contact for branch staff questions.
• Support Sales efforts through coaching and mentoring.
• Focus on stabilization of transaction accounts.
• Promote internal sales activities for new product and service referrals with an emphasis on all Key Initiatives.
• Ensure that average monthly teller incentive goal of $110 / FTE is met.
• Ensure minimum SPF referral goals are met for each visit as well as monthly. At the conclusion of each visit, ensure a meeting with the investment representative for review of sales and referrals.
• Maintain or grow branch deposits.
• Meet or exceed NII goal as outlined in your annual budget.
• Meet minimum Elan goals.
• Meet established QIS standards of 95% or above.

Ownership & Accountability

Administrative Control, Security & Audit

Compliance Responsibilities

Work Environment :

The work environment described here is representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee generally works in an office environment but may occasionally be required to perform job duties outside of the typical office setting. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate.

EQUIPMENT USED TO PERFORM FUNCTIONS :

10-key machine, Microsoft based computers, fax machine, photocopier, ATM, tube system for drive-up window, Branch Capture equipment.

DECISION MAKING : (Give examples of decisions and recommendations made by incumbent)

SUPERVISORY RESPONSIBILITY : (List number of subordinates)

Directly Supervised : Depends on size of branch

Supervised by Subordinates : Depends on size of branch

Contacts :

Internal : Deals with branch personnel and other internal bank personnel.

External : Customers and representatives of various community organizations.

FINANCIAL IMPACT :

Ensures operational losses are kept to a minimum.

PROMOTIONAL GUIDELINES :

Customer Service Managers are eligible for promotions based upon the approved level of the branch, i.e. CSM I, II, III, etc.

After one year in current position, the following criteria must be met :

Requirements :

MINIMUM KNOWLEDGE, PRIOR WORK EXPERIENCE, AND SKILLS NEEDED TO PERFORM JOB FUNCTIONS :

Progressively more responsible in-branch operations where incumbent has gained a thorough knowledge of operational policies and procedures. Previous lead or supervisory experience preferred. Excellent interpersonal, organization and communication skills required.

PHYSICAL DEMANDS :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee may be required to use hands to finger, handle, feel, or manipulate computers, calculators, phones and other office equipment and must be able to clearly communicate and write, hear, and talk with co-workers and customers. The employee is required to walk and stand for long periods of time. The employee is required to occasionally reach, sit, stoop, kneel or crouch. The employee may occasionally lift and / or move up to 25 pounds. Specific visual abilities are required in the job including close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

MENTAL DEMANDS :

EOE

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