Valley Bank
Service Excellence Manager I
Valley Bank, Monmouth Heights at Manalapan, New Jersey, United States
At Valley Bank, we believe in people’s growth potential. We invest in it. We protect it. We focus it. For nearly 100 years, we’ve been the bank that clients from every industry turn to for our expertise, strategies, and advice—building the kind of trust that can fuel every goal. We are the leading relationship bank built for growth— with over $60 billion in assets, 3,800 experts, and more than 200 consumer branches and commercial banking offices in communities across the U.S.
At Valley, we’re all driven by an ambition that goes deeper than just having a job. That’s why when you work for us, we make it our goal to help you focus on what drives you—working to turn your passions and strengths into assets you can use to propel your ambitions and build the professional legacy you want. Because when we say we’re a relationship bank built for growth, that’s not just reserved for our clients—that includes all our associates as well.
Position Service Excellence Manager
Responsibilities
Achieve and maintain a high level of customer service and satisfaction, individually and collectively within the branch. Provides quality customer service through personal contact with customers and prospects in adherence with company policy including, handling customer issues in person or over the phone in researching and resolving issues.
Build and promote branch identity, drive product sales and promote overall ownership and accountability for improving customer experience and branch success. Create a welcoming atmosphere that ensures continuous client engagement.
Meet with customers to analyze financial needs and maximize sales opportunities. Offer all bank products and assist with other service needs (account opening – maintenance and processing transactions) for existing and prospective customers. Demonstrate comprehensive knowledge of all Bank products and services.
Perform all transactions required by a customer and use appropriate technology to provide services most effectively and efficiently. Maintain and balance a cash box. Utilize technology such as Teller Scanning Equipment, Cash Recycling and Cash Dispensing machines and support customers in the use of Coin Machines.
Act as Vault Teller ensuring adequacy of Branch cash for daily transactions by assisting the branch staff in ordering and shipping currency – coin and controlling – distributing cash to Tellers in prescribed limits.
Participate and support CRA initiatives, activities and programs.
Review and approve requests – including approval to cash large checks, authorizing bank checks or general ledger tickets, and the approval of various reports, paperwork and cash counts.
Work to meet existing branch performance standards in areas such as controllable operating losses through compliance with established Bank policies and procedures.
Continue to build proficiency of banking principles and sales techniques by attending internal training, external training, and completing continuing education courses.
Collaborate with the Market Manager by providing feedback regarding interviews, hiring, performance appraisals and disciplinary actions for the staff.
Assist in community events (e.g., Habitat for Humanity) and other CRA initiatives.
Maintain knowledge and compliance with the Bank’s Code of Conduct and all policies and procedures.
Operational Responsibilities
Under the direction of the Market Manager, supervise all operational aspects of the branch functions to ensure satisfactory audit ratings and adherence to compliance requirements.
Have full knowledge of all branch operations encompassing making sound business decisions, evaluating, honoring and approving all exception items to minimize potential loss to the bank; supervise operational risk.
Ensure the branch complies daily, meeting all Retail Banking Policy and Procedures.
Ensure staff and branch are in full proof daily.
Order and/or prepare currency shipments, ensuring cash vault is in proof daily and maintained with assigned cash limits.
Maintain and prepare daily, weekly and/or monthly reports.
Know and review proper account opening documentation, ensuring proper documentation is collected and maintained to comply with policy and procedure, including the completion of timely site visits.
Know KYC (Know Your Customer) and CIP (Customer Identification Program).
Know wire documentation, with responsibility for obtaining proper documentation and approvals prior to sending a wire.
Oversee timely submission and accuracy of all Branch Management Operational reports, AML reporting and audits as required, including reconciliation of Branch general ledger accounts and other report inconsistencies, knowledge of Suspicious Activity red flags.
Represent VNB in dealing with customer complaints, inquiries or problems, including written correspondence; expedite through proper channels where appropriate.
Complete all Learning and Development classes as required, including annual Learning Management System training.
Oversee expenses within established budget guidelines (contra, branch expense).
Ensure branch appearance meets the Bank’s standards including correct and complete signage, address building maintenance issues timely.
Sales Requirements
Participate in, help develop and organize in-branch sales activities.
Meet individual in-branch sales goals.
Build and expand customer relationships to maintain deposit base and grow the branch.
Required Skills
Ability to prioritize, organize and delegate and follow up on assignments.
Ability to effectively present information in one-on-one and small group situations.
Must have excellent verbal, written and interpersonal communication skills.
An enthusiastic individual who can listen to customer concerns and offer a unique and innovative solution.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Basic PC skills including Microsoft Word, Excel and Outlook.
Must be self-driven with a positive outlook and demonstrate confidence, tact, patience, and diplomacy while dealing with customers.
Required Experience
High School diploma or GED and minimum of 4 years related Branch Banking experience in sales, operations and staff oversight or successful completion of the Service Excellence Manager training program.
Bachelor’s degree preferred.
FIS/IBS (Integrated Banking Solutions) preferred.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Other
Industry Banking
Middlesex County, NJ: $95,000.00–$120,000.00
#J-18808-Ljbffr
At Valley, we’re all driven by an ambition that goes deeper than just having a job. That’s why when you work for us, we make it our goal to help you focus on what drives you—working to turn your passions and strengths into assets you can use to propel your ambitions and build the professional legacy you want. Because when we say we’re a relationship bank built for growth, that’s not just reserved for our clients—that includes all our associates as well.
Position Service Excellence Manager
Responsibilities
Achieve and maintain a high level of customer service and satisfaction, individually and collectively within the branch. Provides quality customer service through personal contact with customers and prospects in adherence with company policy including, handling customer issues in person or over the phone in researching and resolving issues.
Build and promote branch identity, drive product sales and promote overall ownership and accountability for improving customer experience and branch success. Create a welcoming atmosphere that ensures continuous client engagement.
Meet with customers to analyze financial needs and maximize sales opportunities. Offer all bank products and assist with other service needs (account opening – maintenance and processing transactions) for existing and prospective customers. Demonstrate comprehensive knowledge of all Bank products and services.
Perform all transactions required by a customer and use appropriate technology to provide services most effectively and efficiently. Maintain and balance a cash box. Utilize technology such as Teller Scanning Equipment, Cash Recycling and Cash Dispensing machines and support customers in the use of Coin Machines.
Act as Vault Teller ensuring adequacy of Branch cash for daily transactions by assisting the branch staff in ordering and shipping currency – coin and controlling – distributing cash to Tellers in prescribed limits.
Participate and support CRA initiatives, activities and programs.
Review and approve requests – including approval to cash large checks, authorizing bank checks or general ledger tickets, and the approval of various reports, paperwork and cash counts.
Work to meet existing branch performance standards in areas such as controllable operating losses through compliance with established Bank policies and procedures.
Continue to build proficiency of banking principles and sales techniques by attending internal training, external training, and completing continuing education courses.
Collaborate with the Market Manager by providing feedback regarding interviews, hiring, performance appraisals and disciplinary actions for the staff.
Assist in community events (e.g., Habitat for Humanity) and other CRA initiatives.
Maintain knowledge and compliance with the Bank’s Code of Conduct and all policies and procedures.
Operational Responsibilities
Under the direction of the Market Manager, supervise all operational aspects of the branch functions to ensure satisfactory audit ratings and adherence to compliance requirements.
Have full knowledge of all branch operations encompassing making sound business decisions, evaluating, honoring and approving all exception items to minimize potential loss to the bank; supervise operational risk.
Ensure the branch complies daily, meeting all Retail Banking Policy and Procedures.
Ensure staff and branch are in full proof daily.
Order and/or prepare currency shipments, ensuring cash vault is in proof daily and maintained with assigned cash limits.
Maintain and prepare daily, weekly and/or monthly reports.
Know and review proper account opening documentation, ensuring proper documentation is collected and maintained to comply with policy and procedure, including the completion of timely site visits.
Know KYC (Know Your Customer) and CIP (Customer Identification Program).
Know wire documentation, with responsibility for obtaining proper documentation and approvals prior to sending a wire.
Oversee timely submission and accuracy of all Branch Management Operational reports, AML reporting and audits as required, including reconciliation of Branch general ledger accounts and other report inconsistencies, knowledge of Suspicious Activity red flags.
Represent VNB in dealing with customer complaints, inquiries or problems, including written correspondence; expedite through proper channels where appropriate.
Complete all Learning and Development classes as required, including annual Learning Management System training.
Oversee expenses within established budget guidelines (contra, branch expense).
Ensure branch appearance meets the Bank’s standards including correct and complete signage, address building maintenance issues timely.
Sales Requirements
Participate in, help develop and organize in-branch sales activities.
Meet individual in-branch sales goals.
Build and expand customer relationships to maintain deposit base and grow the branch.
Required Skills
Ability to prioritize, organize and delegate and follow up on assignments.
Ability to effectively present information in one-on-one and small group situations.
Must have excellent verbal, written and interpersonal communication skills.
An enthusiastic individual who can listen to customer concerns and offer a unique and innovative solution.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Basic PC skills including Microsoft Word, Excel and Outlook.
Must be self-driven with a positive outlook and demonstrate confidence, tact, patience, and diplomacy while dealing with customers.
Required Experience
High School diploma or GED and minimum of 4 years related Branch Banking experience in sales, operations and staff oversight or successful completion of the Service Excellence Manager training program.
Bachelor’s degree preferred.
FIS/IBS (Integrated Banking Solutions) preferred.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Other
Industry Banking
Middlesex County, NJ: $95,000.00–$120,000.00
#J-18808-Ljbffr