Customer Solutions Manager III

Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to customers.

1. Organizes and implements branch standards, sales & service goals and objectives for all areas of branch performance; monitors and measures performance through reports, metrics, and formal/informal observations. Ensures the banks' principal business priorities are effectively communicated to branch staff and successfully implemented within the branch.

1. Effectively lead and coach team to optimal performance - assist and oversee orientation, training and development of team members. Facilitates effective team meetings and morning huddles. Conducts timely and thorough performance reviews and makes hiring, salary and promotional recommendations.

1. Proactively engages with community through networking events, branch coordinated events/initiatives and community education. Makes business development calls to area businesses and refers commercial loans and cash management services to business partners.
2. Promotes the Bank's products and services. Proactively engages with customers inside and outside of the branch - informs and educates through various experiences including digital and public presentations - provides efficient, accurate and courteous customer service.
3. Maintains expert knowledge of Bank's products and services. Identifies and actively engages customer in determining needs and goals. Recommends and creates customized solutions - opens and processes all types of consumer and business deposit accounts, consumer, residential and small business credit solutions, participates in business development, onboarding and retention activities. Refers to a business partner as appropriate.
4. Able to interview loan applicants objectively, recommend appropriate consumer loan, credit card, equity loan, residential and small business products based on needs and ability to repay. Follow loans from application to closing efficiently and accurately. Refers to MLO's as appropriate. Earn and then annually satisfy the SAFE MLO testing requirements for NMLS registration.
5. Effectively demonstrates small business, technology and residential credit skills for more complex and specialized customer needs.
6. Performs a variety of transactions to service the customer including processing deposits, withdrawals, payments, check cashing, commercial teller transactions, coin orders, cash advances, traveler's checks, etc.
7. Assists customers with account maintenance, CD renewals, address changes, research requests, check ordering, debit card orders, safe deposit access, notary services, signature guarantee services, and able to effectively demonstrate online banking and mobile banking services.
8. Ensures the security of various systems and cash storage. Maintains building keys, security and vault combinations with opening/closing responsibilities. Serves in an on-call capacity for ATM and alarm systems
9. Assist team with balances transactions and cash at the end of the day, balances ATM and participates in the branch settlement. Provides supervisory overrides. Serves in an on-call capacity for ATM and alarm systems. Assist with vault transaction processing and cash shipments.
10. Promotes the Bank's products and services and maintains an active participation in community affairs.
11. Responsible for adhering to Bank policies and procedures related to regulatory compliance requirements applicable to the job function.
12. Performs related and unrelated duties as may be required.

SCOPE:

Assignment to a specific grade level is based upon various factors, including: branch asset size, production and staffing levels.