Customer Relations Manager

PeoplesBank•Webster, MA

21h•Onsite

About The Position

The Customer Relations Manager plays a key leadership role in supporting the daily operations, sales performance, and customer experience of the branch. Working closely with the Market Manager, this position leads and coaches branch staff, ensures operational excellence and regulatory compliance, and helps customers achieve their financial goals through proactive relationship-building and solution-based conversations. The Customer Relations Manager fosters a high-performing team environment, supports employee development, drives sales and service initiatives, and serves as a visible representative of the Bank within the community. This role is ideal for a driven banking professional with strong leadership skills, supervisory experience, and a passion for delivering exceptional customer service.

Requirements

Proficient with various computer software programs
Ability to use office equipment, including faxes, copiers, computers and cellular phone
Strong organizational skills
Decision making ability
Strong written and verbal communication skills
Strong supervisory and coaching skills; motivational and training skills
Desire to work with the public focusing on meeting customer needs/including proactive sales and services
Professional appearance
Working knowledge of all bank products and services
Exhibit tact and diplomacy working with a diverse staff
Availability to work weekends and extended hours to meet customer needs
High School Diploma or equivalent
Minimum of two years of Branch experience with demonstrated supervisory ability
Registered Mortgage Loan Originator (MLO) with the Nationwide Mortgage Licensing System & Registry (NMLS) is required

Nice To Haves

Specialized Courses in Branch Management
Notary Public a plus

Responsibilities

Manages branch in absence of and in conjunction with the Market Manager.
Assists with hiring, coaching plans, progressive discipline, performance reviews, promotions and salary recommendations of branch staff.
Leads the branch in building trust with customers by identifying their financial goals through established customer experience processes and proactively provides advice and guidance to customers to help them meet their financial goals.
Participates in creating marketing plans and promotions to move branch forward.
Leads the branch in following up with customers as outlined in the customer experience process.
Works with the Market Manager to establish and execute sales plans, coach the team on the established customer experience framework to achieve branch targets.
Oversees all aspects of branch activities to achieve branch goals.
Leads and/or participates in branch and peer CRM meetings regarding leadership, product knowledge, sales and goals objectives.
Supports sales promotions and promotional campaigns through positive communication and engagement.
Responsible for scheduling and overseeing Customer Relations personnel with teller duties and assists with customers’ transactions during peak periods as well as being primary backup for Customer Relations Supervisor.
Keeps staff informed of pertinent changes in operational policy and procedures.
Ensures excellent customer service skills are practiced by all branch staff.
Assists new branch personnel with training.
Fosters teamwork and directs branch activity to provide high quality customer service, achieve retail sales goals and deliver that service profitability through a well-trained and motivated staff.
Represents the Bank with professionalism in appearance and conduct, consistently upholding high ethical and professional standards.
Represents the Bank through visible leadership involvement in various community-related activities to promote goodwill and generate new business.
Attends community events and Bank functions, including extended and weekend hours.
Keeps abreast of regulatory compliance and developments for assigned area and apprises staff of same.
Recommends procedural changes to Market Manager as needed to support prescribed requirements.
Ensures effective risk management and daily operations of branch: minimizes teller differences and charge-offs, research teller differences, compliant to all regulatory requirements in completion of BSA and CTR forms, and effectively balance ATM’s, Vault and Branch.
In conjunction with the Market Manager, works to meet existing branch performance standards in areas such as operating loss control, bank secrecy, and compliance with established policies and procedures.