Customer Service Manager

Investar Bank National As•Jackson, LA

19d

About The Position

Assists and supports the Branch Manager in the administration and efficient daily operation of a full-service branch office, including operations, lending, product sales, customer service, security, and safety, in accordance with the Bank’s objectives. Performs supervisory duties when the Branch Manager is absent and provides leadership, training, and supervision to branch personnel. Helps attain Bank goals through active participation in sales management and officer call programs.

Requirements

High school diploma or equivalent (GED).
Good interpersonal skills.
Ability to use good judgment and discretion.
Ability to learn new tasks and computer programs quickly and retain information.
Knowledge of standard office equipment, including a computer, ten-key adding machine, typewriter, fax machine, scanner, and copy machine.
Knowledge of computers and computer operations, including MS Office software.
Good verbal and written communication skills.
Good organizational skills.
Ability to perform detailed tasks accurately.
Ability to work under stress and meet deadlines.
Ability to operate a keyboard, read and interpret documents, and travel if required to perform essential job functions.
Ability to lift, move, or carry approximately 20 pounds if required to perform essential job functions, subject to accommodation as described in the posting.

Nice To Haves

Five or more years of retail or related experience.
Previous supervisory experience.
Thorough understanding of the Bank’s deposit accounts, products, and services.
Basic understanding of the loan application process.

Responsibilities

Reinforce superior customer service through personal example and appropriate follow-up with customers and employees.
Conduct periodic meetings and presentations about customer service with staff.
Develop deposit and loan business, maintain strong customer relations, and promote a sales and service culture through coaching, guidance, and staff motivation.
Achieve individual goals and help the Branch Manager meet branch, region, and Bank sales goals through sales, referrals, and customer retention.
Conduct business development and solicit new prospects; educate staff about Bank products and services, and motivate and monitor cross-selling and product presentations against goals.
Investigate significant changes in existing customers’ status, follow up, and meet with customers to discuss needs or concerns and suitable Bank products and services.
Help organize the branch and coordinate resources, including staff and materials, to achieve results.
Perform operational duties as directed by the Branch Manager to maintain regulatory compliance, including customer and branch research, monitoring back-office duties, and reporting.
Assist with or relieve other branch job functions as needed.
Ensure audit compliance and procedural quality control; recommend and initiate corrective actions and ensure compliance with Bank policies, procedures, and state and federal regulations.
Maintain knowledge of security and safety policies and procedures; work with the Bank Security Officer to keep the branch plan updated and ensure staff training and awareness of changes.
Participate in and direct daily branch operations, approve large deposits and withdrawals, review and act on daily reports, and maintain the branch’s appearance; recommend redecoration, repairs, or floor-space redesign as necessary.
Communicate and implement policy and procedure changes approved by Senior Management, and schedule and conduct staff training as needed.
Review NSF and overdraft reports for assigned customers and approve or decline exceptions within established lending limits.
Ensure personal work complies with applicable laws, regulations, policies, and guidelines.
Perform other duties as assigned.