Satellite Client Service Manager

ConnectOne Bank • Fort Lee, NJ

14d • $90,000 - $115,000

About The Position

The Client Service Manager oversees the overall sales and service functions and ensures that branch operational functions are properly performed while maintaining an excellent client experience. The role supports ConnectOne Bank’s People First culture, promotes client satisfaction and retention, and helps the branch meet its sales, profitability, and service goals.

The manager leads, coaches, and develops staff; supports client relationship growth; handles escalated service issues through resolution; and ensures transactions, records, and other activities comply with bank procedures, security controls, and applicable laws and regulations. The position also oversees employee scheduling, reporting, branch expenses, and the appearance and management of the physical location, while building relationships in the local community.

Requirements

• Knowledge of relevant federal and state banking regulations.
• Familiarity with bank security and safety practices.
• Expert knowledge of the Bank’s deposit and small business lending products and cash management services.
• Working knowledge of local centers of influence and established community relationships, including Ambassador Board Members.
• Thorough knowledge of procedures and policies governing banking transactions.
• Proven track record of driving sales and achieving goals.
• Strong leadership skills and coaching abilities.
• Exceptional networking and relationship-building skills.
• Experience resolving conflicts.

Nice To Haves

• Proficiency with Microsoft Office applications.
• Sales and/or sales leadership experience.
• Undergraduate degree.

Responsibilities

• Support the Bank’s People First focus and model professional, client-focused behavior.
• Interview, hire, train, manage, and coach employees; assess performance, recognize strong performers, and create development or corrective action plans.
• Conduct regular team meetings or huddles to educate and inform staff, and promote employee engagement and participation in campaigns and initiatives.
• Work with the Business Relationship Manager and other partners to develop and execute strategies for branch sales, profitability, deposit goals, expense management, service expectations, and community development.
• Meet and exceed client service goals, emphasizing client satisfaction and retention.
• Identify opportunities to acquire and develop client relationships through consultative service and cross-selling bank products.
• Assist bankers in maintaining and deepening client relationships through onsite engagement and proactive outbound calling.
• Open deposit accounts, educate clients, and provide a positive onboarding experience.
• Conduct cash and check transactions, support teammates with transactions and branch operations, and use a TCR if required.
• Fulfill service requests, including account maintenance, and take ownership of escalated client service issues through resolution.
• Educate clients about products and services that can help them save time and money and protect their assets.
• Build relationships with local businesses and demonstrate community involvement to promote the ConnectOne brand.
• Oversee employee scheduling, sales and operational tasks, daily overdraft reviews, and management of the branch’s physical space.
• Prepare weekly, monthly, and annual reports and plans as needed and communicate information to applicable departments.
• Maintain the facility’s appearance inside and out in accordance with the Look & Feel Guide.
• Ensure activities, transactions, and records comply with bank operational, security, and control procedures and applicable laws and regulations.
• Perform other duties as assigned.

Benefits

• World-class health, vision, and dental benefits on day one.
• 401(k) with employer match.
• Hybrid work from home, depending on role.
• Employee appreciation events.
• Employee assistance programs (EAP).
• Wellness programs, including flu shots, preventive care, health programs, and service discounts.
• Tuition reimbursement.
• Employee discount perks.
• Community service events.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed