Consumer Client Service Manager

First Merchants Brand•Winchester, IN

14d

About The Position

First Merchants Bank is seeking a Consumer Client Service Manager to join our team! This position will focus on leading and developing the banking center team in collaboration with the Banking Center Manager. They will take a leading role in mentoring and coaching the team to exceed sales and referral goals and deliver high quality customer service expectations, and will play a key role in ensuring the operational soundness of the banking center through training, inspecting, and coaching to policies and procedures. As part of this role you will: Work with the Banking Center Manager to implement and lead sales tactics and strategies for the banking center to drive sales productivity while growing market share for deposits and loans. Provide balanced feedback through ongoing informal and formal documented coaching sessions monthly as a part of the Sales Management Process. Utilize the kiosk to provide education and help new and existing customers enroll in electronic banking products and services as needed. Effectively utilize and mentor to the guided conversation to deepen client relationships and deliver the whole bank through cross selling and partner referrals to increase share of wallet. Be the first person to provide assistance on the teller line during peak times or when needed to help reduce wait times and fill service gaps. Manage all operational aspects of the banking center. Ensure successful results on the operational scorecard for the banking center. Monitor and assist with the resolution of deposit and loan exceptions in a timely fashion to ensure compliance and improve the customer experience.

Requirements

High school diploma or equivalent (GED/HSE).
Experience - Over one (1) year of sales, management, banking, or related experience.
License - This position requires S.A.F.E Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS). Employees hired or transferring into this position will need to meet the qualification requirements within three (3) months of hire.
Other - Obtain Notary Public designation within six (6) months of employment.

Nice To Haves

Demonstrated ability to sell and cross-sell bank products and services.
Consumer lending experience.
Supervisory or lead experience in the banking industry.
Demonstrated ability to manage sales team to achieve threshold activity levels and performance goals.
Bachelor’s degree.

Responsibilities

Work with the Banking Center Manager to implement and lead sales tactics and strategies for the banking center to drive sales productivity while growing market share for deposits and loans.
Provide balanced feedback through ongoing informal and formal documented coaching sessions monthly as a part of the Sales Management Process.
Utilize the kiosk to provide education and help new and existing customers enroll in electronic banking products and services as needed.
Effectively utilize and mentor to the guided conversation to deepen client relationships and deliver the whole bank through cross selling and partner referrals to increase share of wallet.
Be the first person to provide assistance on the teller line during peak times or when needed to help reduce wait times and fill service gaps.
Manage all operational aspects of the banking center.
Ensure successful results on the operational scorecard for the banking center.
Monitor and assist with the resolution of deposit and loan exceptions in a timely fashion to ensure compliance and improve the customer experience.