Consumer Client Service Manager

First Merchants Brand•Fort Wayne, IN

About The Position

The Consumer Client Service Manager works with the Banking Center Manager to implement and lead sales tactics and strategies that drive sales productivity and grow the banking center’s market share for deposits and loans. The manager provides ongoing informal and formal documented coaching, using monthly sessions as part of the Sales Management Process. The role helps new and existing customers enroll in electronic banking products and services, uses guided conversations to deepen client relationships, and promotes cross-selling and partner referrals. It also provides teller-line assistance during peak times or when needed to reduce wait times and fill service gaps. The manager oversees all operational aspects of the banking center, works toward successful operational scorecard results, and monitors and helps resolve deposit and loan exceptions promptly to support compliance and improve the customer experience.

Requirements

High school diploma or equivalent (GED/HSE).
More than one year of sales, management, banking, or related experience.
S.A.F.E. Act registration through the Nationwide Mortgage Licensing System (NMLS) at the time of employment; employees hired or transferring into the position must meet the qualification requirements within three months of hire.
Obtain Notary Public designation within six 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 a 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.
Drive sales productivity and grow market share for deposits and loans.
Provide ongoing informal and formal documented coaching sessions monthly as part of the Sales Management Process.
Use the kiosk to educate customers and help new and existing customers enroll in electronic banking products and services as needed.
Use and mentor others in guided conversations to deepen client relationships, cross-sell products and services, and make partner referrals.
Provide teller-line assistance during peak times or when needed to reduce wait times and fill service gaps.
Manage all operational aspects of the banking center.
Ensure successful results on the banking center’s operational scorecard.
Monitor and assist with timely resolution of deposit and loan exceptions to ensure compliance and improve the customer experience.