Job Overview
We are seeking a dedicated and experienced Customer Service Manager to lead our customer service representatives (CSRs). This role is pivotal in ensuring that our customers receive exceptional service and support. The ideal candidate will possess strong leadership skills, the ability to analyze customer feedback and solve problems, be able to delegate duties in the customer service area and be responsible for training and customer support decisions. This role combines customer service, personnel management, and compliance oversight. The CSM models desired expectations to meet Mid America Bank’s Mission, Goals, and Core Values. Successful candidates are goal oriented, excellent communicators, and able to effectively drive positive teamwork.
ESSENTIAL DUTIES:
- Manage the Customer Service Representative team; training, scheduling, and ongoing oversight of deposit operations and adherence to all bank policy and procedures. Use positive communication that creates a productive and encouraging work environment.
- Have expert knowledge of banking services and core systems such as: Integrated Teller, Precision, Director, Client Central, Access Manager, and IntraFi. Provide technical support to both employees and customers.
- Serve as the lead for your location in new accounts. Open business and consumer accounts, IRA’s, and all deposit products offered by the bank. Use critical analysis and decision making to identify solutions. Make appropriate product recommendations to meet customer needs.
- Primary point of contact for customer base, representing Mid America Bank service standards. Specifically responsible for larger or more complex customer relationships such as businesses, public funds, and high net worth individuals.
- Represent Mid America Bank at community events to promote banking products and services, with the goal of growing the branch’s customer base and meeting deposit growth goals.
- Responsible for branch operations and cash management including ATM balancing, vault and safe deposit boxes, teller equipment and cash limits according to policy. Ensure cleanliness and organization of workspaces.
- Ensure team is adhering to State and Federal regulations as well as Mid America Bank’s policies and procedures. Keep CSR’s informed of any changes to policies and procedures. Including but not limited to: BSA, CIP, Reg CC, Reg D.
- Act as, or along with, the security officer for the branch ensuring proper compliance ensuring safety of employees and infrastructure. Complete audits timely in accordance with the Vault Policy and Bank Security Policy.
- Identify training opportunities, provide coaching and meaningful feedback to CSR’s to develop skill sets. Conduct annual reviews and provide ongoing support.
- Complete customer transactions and provide back-up teller support as needed.
KNOWLEDGE, SKILLS & ABILITIES:
- 5+ years banking experience or equivalent experience.
- Strong communication and risk management skills.
- Ability to provide leadership and mentoring for Customer Service Representatives (CSR).
- Ability to quickly grasp new concepts and technology used for bank operations.
- Generate goodwill for the bank through active community involvement.
- Ability to work during bank operating hours.
Job Type: Full-time
Pay: $32.00 - $38.00 per hour
Benefits:
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Education:
Experience:
- banking: 5 years (Required)
Ability to Commute:
- Baldwin City, KS 66006 (Required)
Ability to Relocate:
- Baldwin City, KS 66006: Relocate before starting work (Required)
Work Location: In person
