Customer Service Manager

WESTERN STATE BANK•Scottsdale, AZ

19d•Onsite

About The Position

The Customer Service Manager's responsibilities are to lead the bank’s Customer Service Representatives by coaching and developing their team towards an exceptional customer experience. This position includes leading the team to provide customers with effective guidance and solutions in the form of service and sales. The role ensures scheduling, team and individual meetings, and necessary internal and regulatory policies and protocols are followed and implemented for the position and team. The Customer Service Manager leads a high-performance team by creating a work environment that supports engagement, innovation, and teamwork, consistent with the organization’s vision, core values, and team guidelines.

Requirements

Eligible to work in the United States.
Ability to verify identity and eligibility to work in the United States.
Complete required employment eligibility verification form upon hire.

Nice To Haves

Associates or Bachelor's Degree
2-4 years in banking or customer service experience

Responsibilities

Coach and mentor the CSR team by setting performance goals, monitoring progress, and coaching.
Ensure that proper coverage and communication happens between the CSR team. This includes scheduling team members for bank coverage and meetings with team and team members.
Process customer transactions in a manner reflective of Western’s superior customer experience by providing exceptional, effective, and efficient customer service with both individual and team customer interactions. This includes ensuring balancing and core processes, protocol, compliance, and regulatory guidelines are followed.
Open and service customer accounts in compliance with banking regulations.
Other duties and responsibilities as needed or assigned.