Customer Service Manager

Job Description

Job Description

Mountain Pacific Bank is looking for a full-time Customer Service Manager to join our team.

Recognized by the Independent Community Bankers Association (ICBA) as one of the Best Community Banks to Work For, Mountain Pacific Bank is committed to fostering a positive work environment, providing opportunities for professional development, and promoting a culture of inclusion, empowerment, and community engagement.

Started by 17 local business and outstanding community leaders, Mountain Pacific Bank is a Community Bank dedicated to serving Whatcom, Skagit, Snohomish, and King Counties. An equally important part of our plan is to reinvest in the community with resources, time and talents.

Your Role

The Customer Service Manager is responsible for supervising and working with tellers and mobile branch drivers to ensure operational soundness, efficiency, and quality customer service. This position also proactively partners with the Branch Manager in leading a branch team to achieve service, sales, profitability, and operational excellence in accordance with Mountain Pacific Bank’s Mission, Vision, and Values.

Essential Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Supervises the branch teller line overseeing tellers and Mobile Branch Drivers.
• Assists with hiring, training, and evaluating direct reports.
• Ensures staff provides exceptional and professional customer service in accordance with Mountain Pacific Bank Service Standards, and staff proactively refers and sells bank products and services based on customer needs. Mentors and trains branch staff on service standards to foster growth of new & existing customer relationships.
• Ensures that staff follows bank policies, procedures, security requirements, and federal regulations.
• Assists Branch Manager with organizing and directing operational workflow to minimize risk and ensure efficient, effective procedures, practices, staff composition, and scheduling.
• Responsible for satisfactory audits. Ensuring accuracy and timely completion of said audits, certifications, compliance, and reporting. Ensures audit, security, and compliance issues and/or concerns are addressed and resolved in a timely manner. Acts as a liaison between branch and support departments.
• Maintains a comprehensive knowledge of products and services, operational policies and procedures and federal and state laws/regulations pertaining to compliance and branch operations.
• Resolves customer questions, concerns, and issues of a more complex nature in a timely manner to maintain optimal branch performance in service quality, accuracy, and efficiency. Manages risk prudently and makes/approves policy and procedure exceptions within assigned limits.
• Provides exceptional service and positively contributes to sales goals and overall success of the branch by recommending and referring bank products based on customer needs and by building and maintaining professional working relationships with all lines of business.
• Develops skills of staff through goal setting, coaching, problem resolution, delegation, and performance management.
• Works collaboratively with Management and Human Resources to recommend staffing levels and approve personnel actions such as hiring, terminations, promotions, transfers, timely performance reviews and salary increases, in accordance with legal and acceptable Bank personnel practices.
• Assists Management with development of sales goals and strategies to ensure maximum profitability. Monitors branch income and expense.
• Represents the Bank in the local community through involvement in professional organizations, activities, and by attending civic and community group meetings and events.
• Responsible for monitoring branch and vault cash levels.
• Maintains and accounts for a cash drawer, processing transactions as needed. Supports Teller Line & Mobile Branch Driver.
• Acts as back up to New Account Representatives to open new accounts.
• Monitors supplies, furniture, equipment, and security levels ensuring the efficient operation of the branch.
• Monitors the physical appearance and condition of the branch and reports needed improvements to Management.
• Performs other related duties as assigned.

What You'll Bring

• Excellent written and verbal communication skills. Understanding of effective communication concepts, tools, and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Effective leadership and managerial skills. Must be able to manage and develop a team, keeping them engaged and motivated.
• Advanced knowledge of all retail job functions, paying/receiving, operations, branch certifications, and in-depth working knowledge of all retail products and services, account, and legal documentation.
• Ability to manage multiple assignments, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
• Ability to work well both independently and collectively within a team environment.
• Ability to make decisions, resolve conflict, research, and solve problems.
• Proficient knowledge and use of MS Office products (Word, Excel, Outlook); and working knowledge of financial services industry core processing and automated banking systems, with the ability to learn and adapt to new technologies quickly.

Required Education and Experience

• High school diploma or GED equivalent.
• Two or more years’ recent experience in retail banking branch operations, sales, or new accounts.
• Equivalent combination of education, training and experience may be considered.

Physical Demands

While performing the duties of this job, the employee is constantly required to view computer screens, remain in a stationary position, and operate a computer and other office productivity machinery, such as a multi-line telephone, copy machine, scanner, fax, and computer printer. The employee needs to frequently communicate with internal and external contacts and move about inside the office to access file cabinets, office machinery, etc. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

• Climate controlled business office environment.
• Ability to work in artificial light for extended periods of time.
• Noise level is usually moderate.
• Work involves being able to concentrate on the matter at hand, under sometimes distracting work conditions and frequent interruptions during the day.
• This is a full-time, in-person position: Monday through Friday; 40 hours per week.
• Work requires regular attendance, punctuality, and adherence to agreed-upon schedule with willingness to work a flexible and/or rotating schedule and/or extended hours, as needed.

Travel Required

• Minimal (5%-10%) local, non-overnight travel.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Mountain Pacific Bank is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis [“protected class”] including, but not limited to: veteran status, uniform service member status, race, color, age, religion, sex, national origin, physical or mental disability or any other protected class under federal, state or local law.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Type: Full-time in person

Pay: $26.00 - $34.00 per hour

Benefits:

• Bonus Opportunity (based on company and individual performance)
• 401(k) with matching contribution
• Comprehensive medical, dental, and vision insurance with 100% of employee base premiums covered.
• Healthcare and Dependent Care Flexible Spending Account
• Minimum of 10 paid vacation days per year*, with minimum of 15 paid vacation days after 1 year of employment.
• 2 additional PTO days annually**
• 11 paid holidays
• 8 hours of paid sick time per month*
• Paid Life, AD&D, and Long-Term Disability insurance
• Employee assistance program
• Referral program
• Tuition reimbursement
• Mountain Pacific Bank account and loan perks

*pro-rated from start date and/or hours worked
**granted every January 1st