Valley Bank
Service Excellence Manager (Assistant Branch Manager)
Valley Bank, Jacksonville, Florida, United States, 32290
Service Excellence Manager (Assistant Branch Manager)
Join to apply for the
Service Excellence Manager (Assistant Branch Manager)
role at
Valley Bank
1 week ago Be among the first 25 applicants
Join to apply for the
Service Excellence Manager (Assistant Branch Manager)
role at
Valley Bank
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. Offers all bank products and assists with other service needs (account opening – maintenance and processing transactions) for existing and prospective customers. Comprehensive knowledge of all Bank products and services and the ability to discuss and demonstrate with customers.
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 – to include 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.
Continuously 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 support CRA initiatives, activities and programs.
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 and 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 have full proof daily.
Order and/or prepare currency shipments, ensuring cash vault has proof daily and is maintained with assigned cash limits.
Maintain and prepare daily, weekly, and/or monthly reports.
Review proper account opening documentation, ensuring proper documentation is collected and maintained to comply with policy and procedure, including timely site visits.
Maintain knowledge of KYC (Know Your Customer) and CIP (Customer Identification Program).
Understand wire documentation, 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, and knowledge of Suspicious Activity red flags.
Represent VNB in dealing with customer complaints, inquiries or problems, including written correspondence; elevate through proper channels where appropriate.
Complete all Learning – Development classes as required, including annual Learning Management System training.
Manage expenses within established budget guidelines (contra, branch expense).
Ensure branch appearance meets the Bank's standards, including correct and complete signage, and 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
Prioritize, organize and delegate assignments and follow up.
Effectively present information in one-on-one and small group situations.
Have excellent verbal, written and interpersonal communication skills.
Be an enthusiastic individual who listens to customer concerns and offers unique and innovative solutions.
Apply common-sense understanding to carry out instructions furnished in written, oral or diagram form.
Have basic PC skills including Microsoft Word, Excel and Outlook.
Be self-driven with a positive outlook, demonstrating confidence, tact, patience and diplomacy while dealing with customers.
Required Experience
High School diploma or GED and a 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
Banking
#J-18808-Ljbffr
Service Excellence Manager (Assistant Branch Manager)
role at
Valley Bank
1 week ago Be among the first 25 applicants
Join to apply for the
Service Excellence Manager (Assistant Branch Manager)
role at
Valley Bank
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. Offers all bank products and assists with other service needs (account opening – maintenance and processing transactions) for existing and prospective customers. Comprehensive knowledge of all Bank products and services and the ability to discuss and demonstrate with customers.
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 – to include 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.
Continuously 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 support CRA initiatives, activities and programs.
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 and 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 have full proof daily.
Order and/or prepare currency shipments, ensuring cash vault has proof daily and is maintained with assigned cash limits.
Maintain and prepare daily, weekly, and/or monthly reports.
Review proper account opening documentation, ensuring proper documentation is collected and maintained to comply with policy and procedure, including timely site visits.
Maintain knowledge of KYC (Know Your Customer) and CIP (Customer Identification Program).
Understand wire documentation, 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, and knowledge of Suspicious Activity red flags.
Represent VNB in dealing with customer complaints, inquiries or problems, including written correspondence; elevate through proper channels where appropriate.
Complete all Learning – Development classes as required, including annual Learning Management System training.
Manage expenses within established budget guidelines (contra, branch expense).
Ensure branch appearance meets the Bank's standards, including correct and complete signage, and 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
Prioritize, organize and delegate assignments and follow up.
Effectively present information in one-on-one and small group situations.
Have excellent verbal, written and interpersonal communication skills.
Be an enthusiastic individual who listens to customer concerns and offers unique and innovative solutions.
Apply common-sense understanding to carry out instructions furnished in written, oral or diagram form.
Have basic PC skills including Microsoft Word, Excel and Outlook.
Be self-driven with a positive outlook, demonstrating confidence, tact, patience and diplomacy while dealing with customers.
Required Experience
High School diploma or GED and a 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
Banking
#J-18808-Ljbffr