Courier Assistant Manager

Androscoggin Bank•Lewiston, ME

About The Position

Provides oversight for Courier operations. This includes both the implementation process, and client support for the Bank’s Courier service. Serves as a liaison with other operational departments that support Courier including but not limited to: Retail and Deposit Operations. This position will assist with analyzing client activity and recommend adjustments as needed during client conversations and/or relationship reviews. Responsible for training and developing Courier employees to ensure the Bank retains high levels of client satisfaction. Ensures procedures and processes are reviewed annually and recommends procedure and process enhancements to maximize efficiency for client service and operational tasks. Serves as backup courier driver responsible for operating a motor vehicle to transport items for pick-up and delivery, from client locations, and transporting them to Bank locations for processing. Assists the Treasury Operations Manager with strategic Courier program updates and initiatives. Responsible for communications involving changes to the Courier program.

Requirements

Associate or bachelor’s degree from college or university; or three to five years related experience and/or training; or equivalent combination of education and experience.
Demonstrated leadership capacity and experience effectively managing people to achieve desired results.
Ability to work independently and solve problems.
Proven verbal and written communication and interpersonal skills.
Ability to perform detail-oriented work with a high degree of accuracy.
Ability to handle multiple priorities and tasks.
Ability to keep accurate logs and inventory records.
Proficient computer skills and ability to learn banking software.
Ability to learn related bank products and services, explaining features and benefits of each product/service.
Requires a valid Maine Driver’s License with a clean record.
Ability to lift and carry moderately heavy packages.

Responsibilities

Manage the Courier staff. Provide leadership, mentorship, and ongoing development to Courier team, focusing on the ongoing growth of individuals, maturing the overall department, and day-to-day management of the team. Provide on-going coaching and feedback and is responsible for Performance Appraisals.
Keeps an open communication line with the Treasury Operations Manager. Keeps the Treasury Operations Manager informed of updates happening or needed for the program. Work with manager to plan strategic growth moves for the program.
Schedule Courier team and determine routes. Troubleshoot issues and communicate with clients when needed.
Trains Courier staff on Courier products and programs. Ensures appropriate department staffing and servicing standards and ensures that staff are cross trained in all necessary job functions. Ensures that the Courier team meets and/or exceeds all established goals.
Participates in or leads Courier related projects related to new products, enhancements or regulatory requirements.
Evaluates and improves systems and procedures with a focus on efficiency and compliance. Informally and formally provides training and support for Bank employees. Trains and coaches other staff in the department and serves as a resource for more complex issues.
Support Courier team with key initiatives including but not limited to maintaining and implementing divisional operations/audit processes and procedures, that will improve client satisfaction as well as drive efficiency and profitability.
Utilize Bank software to input client information to set up new accounts, update existing accounts, prepare documents in support of Courier clients. Handle coordination of complex relationship setups.
Handle complex client inquiries and troubleshoot complex client service issues.
Produce and create reports from Business Analytics’ and other reporting platforms to support monitoring of client activity and other department initiatives including CRM Incidents, Activities and Referrals.
Provide ongoing support to Courier clients including implementations, training, account opening, and ongoing client service needs. Train and coach the team in effective use of WorkWave, ClearPath and other courier-related programs.
Update and create Courier procedures as needed and review at least annually. Review and update Courier documentation to include set-up and implementation forms and processes as needed.
Oversee operational projects that impact Courier including but not limited to new, enhanced or modified products, new operational platforms and new sales initiatives.
Work with internal departments, including Retail, to identify, prioritize and resolve client service issues. Host monthly meetings with Retail staff to discuss upcoming projects and work through issues.
Conduct outbound servicing calls to Courier clients as needed.
Participate in client relationship calls with Treasury Operations Manager and Treasury Services Officers as needed.
Provide oversight into the Courier program including quarterly ride-along trips with each driver to observe client interactions, audit driving ability and safety, and look at ways to streamline processes.
Proactively seek to improve overall operational efficiency through process analysis and leveraging best practices and technology as appropriate. Remain current on industry changes, assist with policy and regulation changes and incorporate them into department procedures and processes.
Stays up to date on pertinent regulatory and compliance issues and ensure adherence with all banking-related laws and regulations. Protects all customer information and institution assets and comply with privacy and acceptable use policies.
Other projects and duties as assigned by the Treasury Operations Manager.
Responsible for pick-up and delivery of items from client location and transporting them to Bank location for processing. Pick-up duties include driving to the clients’ places of business, receiving items from client’s place of business. Securely transport items back to bank office locations for processing.
Conducts daily review to see what items are scheduled for pick up that day. Ensures all items are accurately logged when being picked up and delivered to the Bank the same day. Maintain pick-up/delivery logs and vehicle logs to document duties performed.
Responsible for all paperwork assigned. Some examples include, but are not limited to, weekly driver reports, item logs and time sheets.
Utilize phone and hands-free cell phone devices, to stay in contact with Bank team for re-routing of products and for customer service support.
Ensure quality service is provided during each customer interaction by providing efficient and professional delivery service, answering customer questions, resolving problems and/or concerns and interacting in a polite and caring manner.
Attend annual driving safety training.
Report all accidents and injuries in a timely manner and comply with all company safety and risk management policies and procedures.