QCR Holdings, Inc.
Client Care & Digital Branch Manager
QCR Holdings, Inc., Davenport, Iowa, United States, 52800
Description
TITLE:
Client Care & Digital Branch Manager DEPARTMENT:
Retail Banking JOB SUMMARY: The Client Care and Digital Branch Manager is responsible for providing leadership of the Client Care Team and oversight of all digital account onboarding. Responsible for business development and growth of the digital branch. Collaborate with other departments to develop innovative products to appeal to digital users and support client needs. ESSENTIAL FUNCTIONS: Develop and train client care team to provide top-tier client service through inbound call interactions, web-based, email and video inquiries. Ensure that client requests are handled in a professional manner that is aligned with our core values, brand, and reputation. Create a positive working environment that facilitates exceptional service, profitable client relationships and high employee engagement. Assist with online and mobile banking, bill pay access, debit card transactions, questions, and disputed transactions. Monitor daily call volumes and observe interactions with clients; provide feedback to team members regarding interactions with clients. Develop strong knowledge of bank products and services and refer clients to the appropriate individuals for the best client experience. Consistently achieve or exceed financial goals, specifically focusing on new relationships and clients to contribute to the overall organizational success. Develop and execute strategic plans in alignment with the overall departmental and bank goals. Analyze and interpret financial reports, P&L, General Ledger, budget templates, and engage in consultative financial analysis of client needs, Identify needs and refer appropriate products and services to clients; develop creative solutions to sell Bank products and services and identify Partner with other departments to promote the digital branch within the community Implement policies and procedures in alignment with internal audit and other regulations such as the Bank Security Act, Regulation CC, Regulation E, Bank Security. Ensure the adoption of audit, risk, compliance and security protocols to safeguard assets against potential threats or fraudulent activities. Hire, develop, motivate, and train staff, including planning and delegating work assignments and projects. Evaluate performance, administer quarterly touch points and deliver performance evaluations. Establish clear expectations and hold team members accountable to performance and behaviors aligned with our culture. Understand and administer compensation based on a pay for performance philosophy, including merit increases and variable pay. Comply with all company or regulatory policies, procedures and requirements that are applicable to this position. Foster and preserve a culture of diversity, equity, and inclusion. Additional duties and responsibilities may be required to support the company’s mission, vision and values. QUALIFICATIONS: Bachelor’s degree in business or related field or an equivalent of education and experience. Three years of banking, client service, or retail experience. Two years of supervisory experience. Ability to understand consumer loans preferred. Excellent client service skills. Strong leadership skills required with a desire to develop others. Solid understanding of various standard financial reports and information. Ability to make sound decisions and exceptions on behalf of the bank. Capability to interpret, analyze, and communicate financial information effectively to a variety of audiences. Capability to prioritize and execute a variety of tasks simultaneously, at times in a fast-paced environment Demonstrates strong decision making & problem-solving skills, as well as strong interpersonal and written communication capabilities. Capability to utilize various banking software and Microsoft 365 products, with a high level of accuracy and attention to detail. WORKING CONDITIONS: Duties performed in a professional office environment. Requires travel to other bank locations or client sites. Available to work Saturdays or evenings for community events. SALARY & BENEFITS: The following compensation and benefits information is provided pursuant to applicable pay transparency and compensation posting laws. The minimum salary range for this position is $62,000 annually. The actual starting salary will be based on qualifications and business needs and may vary, as permitted by applicable state law. This position is a regular full-time position, and individuals employed as regular full-time, are eligible for the following benefits subject to the terms, limitations and conditions of each benefit plan: Health, Dental, Vision, Life Insurance, Disability Insurance, FSA, HSA, 401K, Employee Stock Purchase Plan, Paid Time Off, Paid Holidays and additional Voluntary Supplemental Insurance At QCR Holdings, Inc. we are committed to fostering and preserving a culture of diversity, equity, and inclusion and strongly believe that it's our differences - of all kinds - that make our company and our communities better and stronger. QCR Holdings, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or other protected class status. It is the policy of QCR Holdings, Inc. to comply with the Americans with Disabilities Act by providing reasonable accommodations to enable qualified individuals with disabilities to access the job application and interview process, to perform the essential functions of the job, and to receive equal access to other benefits and privileges of employment.
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Client Care & Digital Branch Manager DEPARTMENT:
Retail Banking JOB SUMMARY: The Client Care and Digital Branch Manager is responsible for providing leadership of the Client Care Team and oversight of all digital account onboarding. Responsible for business development and growth of the digital branch. Collaborate with other departments to develop innovative products to appeal to digital users and support client needs. ESSENTIAL FUNCTIONS: Develop and train client care team to provide top-tier client service through inbound call interactions, web-based, email and video inquiries. Ensure that client requests are handled in a professional manner that is aligned with our core values, brand, and reputation. Create a positive working environment that facilitates exceptional service, profitable client relationships and high employee engagement. Assist with online and mobile banking, bill pay access, debit card transactions, questions, and disputed transactions. Monitor daily call volumes and observe interactions with clients; provide feedback to team members regarding interactions with clients. Develop strong knowledge of bank products and services and refer clients to the appropriate individuals for the best client experience. Consistently achieve or exceed financial goals, specifically focusing on new relationships and clients to contribute to the overall organizational success. Develop and execute strategic plans in alignment with the overall departmental and bank goals. Analyze and interpret financial reports, P&L, General Ledger, budget templates, and engage in consultative financial analysis of client needs, Identify needs and refer appropriate products and services to clients; develop creative solutions to sell Bank products and services and identify Partner with other departments to promote the digital branch within the community Implement policies and procedures in alignment with internal audit and other regulations such as the Bank Security Act, Regulation CC, Regulation E, Bank Security. Ensure the adoption of audit, risk, compliance and security protocols to safeguard assets against potential threats or fraudulent activities. Hire, develop, motivate, and train staff, including planning and delegating work assignments and projects. Evaluate performance, administer quarterly touch points and deliver performance evaluations. Establish clear expectations and hold team members accountable to performance and behaviors aligned with our culture. Understand and administer compensation based on a pay for performance philosophy, including merit increases and variable pay. Comply with all company or regulatory policies, procedures and requirements that are applicable to this position. Foster and preserve a culture of diversity, equity, and inclusion. Additional duties and responsibilities may be required to support the company’s mission, vision and values. QUALIFICATIONS: Bachelor’s degree in business or related field or an equivalent of education and experience. Three years of banking, client service, or retail experience. Two years of supervisory experience. Ability to understand consumer loans preferred. Excellent client service skills. Strong leadership skills required with a desire to develop others. Solid understanding of various standard financial reports and information. Ability to make sound decisions and exceptions on behalf of the bank. Capability to interpret, analyze, and communicate financial information effectively to a variety of audiences. Capability to prioritize and execute a variety of tasks simultaneously, at times in a fast-paced environment Demonstrates strong decision making & problem-solving skills, as well as strong interpersonal and written communication capabilities. Capability to utilize various banking software and Microsoft 365 products, with a high level of accuracy and attention to detail. WORKING CONDITIONS: Duties performed in a professional office environment. Requires travel to other bank locations or client sites. Available to work Saturdays or evenings for community events. SALARY & BENEFITS: The following compensation and benefits information is provided pursuant to applicable pay transparency and compensation posting laws. The minimum salary range for this position is $62,000 annually. The actual starting salary will be based on qualifications and business needs and may vary, as permitted by applicable state law. This position is a regular full-time position, and individuals employed as regular full-time, are eligible for the following benefits subject to the terms, limitations and conditions of each benefit plan: Health, Dental, Vision, Life Insurance, Disability Insurance, FSA, HSA, 401K, Employee Stock Purchase Plan, Paid Time Off, Paid Holidays and additional Voluntary Supplemental Insurance At QCR Holdings, Inc. we are committed to fostering and preserving a culture of diversity, equity, and inclusion and strongly believe that it's our differences - of all kinds - that make our company and our communities better and stronger. QCR Holdings, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or other protected class status. It is the policy of QCR Holdings, Inc. to comply with the Americans with Disabilities Act by providing reasonable accommodations to enable qualified individuals with disabilities to access the job application and interview process, to perform the essential functions of the job, and to receive equal access to other benefits and privileges of employment.
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