Client Relationship Manager - Retail Bank Manager

Job Description

Job Description

Client Relationship Manager (Retail Bank Manager)

Position Summary : The Client Relationship Manager is responsible for overseeing the management and operation of the branch while ensuring excellent customer service, compliance, and daily operational excellence.

This role involves managing staff, customer relations, lending, and teller operations, while providing day-to-day leadership and coaching to the retail team.

The Client Relationship Manager is the primary representative of the Bank in branch-related matters, including management and community relations.

Essential Functions and Responsibilities :

• Oversee daily operations of the branch, ensuring seamless customer service, teller operations, and lending activities.
• Develop new business by contacting prospects and customers for banking services, identifying opportunities for growth.
• Manage branch office environments and facilities to ensure they are maintained to high standards.
• Supervise personnel matters, including making recommendations for hiring, promotions, terminations, and handling other HR-related tasks in collaboration with senior management.
• Approve monthly office expenses and manage the branch budget.
• Conduct annual job performance interviews with employees and recommend salary adjustments where appropriate.
• Lead and facilitate branch staff meetings, ensuring open communication and alignment on goals and objectives.
• Coach and mentor staff, recognizing achievements and addressing performance issues.
• Develop, implement, and model a sales and service culture for retail delivery systems, establishing and monitoring sales goals and service satisfaction.
• Manage consumer loan portfolios and ensure adherence to loan policies and regulatory compliance.
• Guide branch audits and internal control efforts, with a focus on facilities management, fraud reduction, and security.
• Oversee the teller and customer service operations, ensuring proper training for onboarding and servicing commercial clients, treasury management products, and customer accounts.
• Handle overdrawn accounts, daily exceptions, and maintain open communication with customers.
• Act as the primary contact for branch-related projects, reports, and communications.
• Ensure the continuous training and development of staff to meet the evolving needs of the bank.

Compliance :

• Serve as a backup Bank Secrecy Act / Anti-Money Laundering (BSA / AML) Officer.
• Manage and review all compliance policies and procedures, ensuring adherence to BSA / AML, privacy laws, and new regulations.
• Provide documentation and assistance during state and federal examinations.
• Conduct compliance training for staff across the bank and trust divisions.
• Review and file Suspicious Activity Reports (SAR) and Currency Transaction Reports (CTR) through appropriate channels.
• Stay informed on regulatory changes through industry resources (ABA, ICBA, MBA) and ensure marketing materials, product disclosures, and loan rates meet regulatory requirements.
• Monitor high-risk deposit accounts and review customer activity for potential fraud or suspicious actions.

Skills & Attributes :

• Proficiency with Fiserv Premier (preferred), Microsoft Word, Excel, Outlook, and Internet.
• LaserPro / DepositPro experience preferred.
• Strong problem-solving and analytical skills.
• Self-motivation, attention to detail, and ability to maintain discretion and confidentiality.
• Exceptional team building, coaching, and communication skills.
• High level of accuracy, responsiveness, and timeliness.
• In-depth knowledge of compliance, internal control requirements, and bank regulations.
• Ability to multitask, prioritize tasks, and work with minimal supervision.

Education and Experience :

• Bachelor’s Degree or equivalent experience in retail / commercial operations.
• Minimum 5 years of experience in retail / commercial banking operations.
• At least 2 years of supervisory or management experience with proven leadership and team development capabilities.
• Experience with researching regulatory changes and implementing necessary process improvements to maintain compliance.
• Strong organizational and time management skills.

Physical and Mental Requirements and Work Environment :

• Ability to lift or carry up to 25 pounds intermittently.
• Regular sitting, walking, speaking, hearing, and repetitive hand motions required.
• Standard vision requirements.
• Ability to manage teller and customer service operations for a team.
• Schedule staff for opening and closing duties and ensure adequate coverage.

Additional Requirements :

• Must be physically or removely available during scheduled work hourss.
• Ability to provide backup coverage for direct reports as needed.

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