Valley National Bank
Service Excellence Manager - New York, NY
Valley National Bank, Niagara Falls, New York, United States
Overview
Service Excellence Manager Location: New York, New York, United States Apply via: Apply button Company: Valley Bank Job summary and context: Valley Bank believes in people's growth potential and invests in it. We are a leading relationship bank built for growth with assets over $60 billion, 3,800 experts, and extensive branch networks across the US. We focus on helping associates turn passions and strengths into assets to propel their ambitions. Job Description
Under the direction of the Market Manager, the Service Excellence Manager provides branch staff with oversight, ensures compliance with Bank policies, and delivers an outstanding customer experience. Leads by example in bank product knowledge, sales, and customer support. Provides a supportive work environment and guidance to branch staff to meet product sales goals and service standards. Expected Work Hours
40 Responsibilities (Responsibilities and duties)
Achieve and maintain a high level of customer service and satisfaction, individually and collectively within the branch. Provide 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 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 transactions and use appropriate technology to provide services effectively. Maintain and balance a cash box. Utilize Teller Scanning Equipment, Cash Recycling and Cash Dispensing machines; assist customers with Coin Machines. Act as Vault Teller, ensuring adequacy of branch cash for daily transactions and assist in cash ordering/shipping and distributing cash to Tellers within prescribed limits. Participate in CRA initiatives, activities and programs. Review and approve requests, including large cash checks, bank checks or general ledger tickets, and various reports, paperwork and cash counts. Work to meet branch performance standards in controllable operating losses through compliance with Bank policies and procedures. Continue to build proficiency in banking principles and sales techniques through internal/external training and continuing education. Collaborate with the Market Manager by providing feedback regarding interviews, hiring, performance appraisals, and disciplinary actions. Assist in community events (e.g., Habitat for Humanity) and participate in CRA initiatives and programs. Maintain knowledge and compliance with the Bank's Code of Conduct and all policies and procedures. Operational responsibilities
Under the Market Manager, supervise all operational aspects of branch functions to ensure satisfactory audit ratings and adherence to compliance requirements. Know all branch operations, including evaluating, honoring and approving exception items to minimize potential loss; supervise Operational Risk. Ensure daily compliance with Retail Banking Policy and Procedures; ensure staff and branch are in full proof daily. Order and/or prepare currency shipments, maintain cash vaults within limits; prepare daily/weekly/monthly reports. Maintain knowledge of account opening documentation and ensure proper documentation; perform timely site visits. Knowledge of KYC and CIP; understand wire documentation and obtain proper approvals prior to sending wires. Oversee timely submission and accuracy of Branch Management Operational reports, AML reporting, and audits; reconcile branch accounts and monitor red flags. Represent Valley National Bank in customer complaints or inquiries; escalate as appropriate. Complete Learning and Development classes, including annual LMS training. Oversee expenses within budget guidelines. Ensure branch appearance meets Bank standards, including signage and timely maintenance. 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 deposits and grow the branch. Requirements
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. Excellent verbal, written and interpersonal communication skills. Enthusiastic, able to listen to customer concerns and offer innovative solutions. Ability to apply common sense to carry out written, oral, or diagram form instructions. Basic PC skills including Microsoft Word, Excel and Outlook. Self-driven with a positive outlook; demonstrate confidence, tact, patience, and diplomacy 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. Employment Type
Full-time FLSA
Non-exempt Location
1328 2nd Avenue, New York, NY 10021, United States Total Rewards Summary
We provide a comprehensive and competitive total rewards package including base salary determined by factors such as role, relevant experience, skill set, and geographical location. Eligible positions may also be eligible to receive commission-based or discretionary incentive compensation, which may be awarded as cash or forfeitable equity, recognizing performance and contributions. Benefits include comprehensive health care/insurance, retirement savings options, tuition and adoption reimbursement programs, paid time off, mental health support, and other programs. Further details will be shared during the hiring process. Job Details
Pay Range: $48,200.00 - $80,400.00 / year Pay Transparency
Pay transparency information: The Fair Compensation Law requires listing salary ranges in job postings where mandated. Actual pay rate depends on qualifications and experience.
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Service Excellence Manager Location: New York, New York, United States Apply via: Apply button Company: Valley Bank Job summary and context: Valley Bank believes in people's growth potential and invests in it. We are a leading relationship bank built for growth with assets over $60 billion, 3,800 experts, and extensive branch networks across the US. We focus on helping associates turn passions and strengths into assets to propel their ambitions. Job Description
Under the direction of the Market Manager, the Service Excellence Manager provides branch staff with oversight, ensures compliance with Bank policies, and delivers an outstanding customer experience. Leads by example in bank product knowledge, sales, and customer support. Provides a supportive work environment and guidance to branch staff to meet product sales goals and service standards. Expected Work Hours
40 Responsibilities (Responsibilities and duties)
Achieve and maintain a high level of customer service and satisfaction, individually and collectively within the branch. Provide 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 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 transactions and use appropriate technology to provide services effectively. Maintain and balance a cash box. Utilize Teller Scanning Equipment, Cash Recycling and Cash Dispensing machines; assist customers with Coin Machines. Act as Vault Teller, ensuring adequacy of branch cash for daily transactions and assist in cash ordering/shipping and distributing cash to Tellers within prescribed limits. Participate in CRA initiatives, activities and programs. Review and approve requests, including large cash checks, bank checks or general ledger tickets, and various reports, paperwork and cash counts. Work to meet branch performance standards in controllable operating losses through compliance with Bank policies and procedures. Continue to build proficiency in banking principles and sales techniques through internal/external training and continuing education. Collaborate with the Market Manager by providing feedback regarding interviews, hiring, performance appraisals, and disciplinary actions. Assist in community events (e.g., Habitat for Humanity) and participate in CRA initiatives and programs. Maintain knowledge and compliance with the Bank's Code of Conduct and all policies and procedures. Operational responsibilities
Under the Market Manager, supervise all operational aspects of branch functions to ensure satisfactory audit ratings and adherence to compliance requirements. Know all branch operations, including evaluating, honoring and approving exception items to minimize potential loss; supervise Operational Risk. Ensure daily compliance with Retail Banking Policy and Procedures; ensure staff and branch are in full proof daily. Order and/or prepare currency shipments, maintain cash vaults within limits; prepare daily/weekly/monthly reports. Maintain knowledge of account opening documentation and ensure proper documentation; perform timely site visits. Knowledge of KYC and CIP; understand wire documentation and obtain proper approvals prior to sending wires. Oversee timely submission and accuracy of Branch Management Operational reports, AML reporting, and audits; reconcile branch accounts and monitor red flags. Represent Valley National Bank in customer complaints or inquiries; escalate as appropriate. Complete Learning and Development classes, including annual LMS training. Oversee expenses within budget guidelines. Ensure branch appearance meets Bank standards, including signage and timely maintenance. 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 deposits and grow the branch. Requirements
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. Excellent verbal, written and interpersonal communication skills. Enthusiastic, able to listen to customer concerns and offer innovative solutions. Ability to apply common sense to carry out written, oral, or diagram form instructions. Basic PC skills including Microsoft Word, Excel and Outlook. Self-driven with a positive outlook; demonstrate confidence, tact, patience, and diplomacy 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. Employment Type
Full-time FLSA
Non-exempt Location
1328 2nd Avenue, New York, NY 10021, United States Total Rewards Summary
We provide a comprehensive and competitive total rewards package including base salary determined by factors such as role, relevant experience, skill set, and geographical location. Eligible positions may also be eligible to receive commission-based or discretionary incentive compensation, which may be awarded as cash or forfeitable equity, recognizing performance and contributions. Benefits include comprehensive health care/insurance, retirement savings options, tuition and adoption reimbursement programs, paid time off, mental health support, and other programs. Further details will be shared during the hiring process. Job Details
Pay Range: $48,200.00 - $80,400.00 / year Pay Transparency
Pay transparency information: The Fair Compensation Law requires listing salary ranges in job postings where mandated. Actual pay rate depends on qualifications and experience.
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