Job Description
Job DescriptionDescription:
At Sterling Federal Bank, we focus on exceptional customer service, and we are on a mission to serve our community.?
Are you seeking to work for an employer who gives back to the community?
Come see why we are ranked as one of the best places to work in Illinois for the eighth year in a row!
Sterling Federal Bank is seeking a Customer Service Manager to join our team!
Here are some great reasons to work for Sterling Federal Bank:
Community involvement: Sterling Federal Bank gives back to our local communities by giving corporate and employee donations and by encouraging employees to be involved in our local communities.
Benefits: We offer an excellent benefit package including paid medical and dental insurance for the employee, 401(k) retirement plan with 3% employer match. Employer nonelective contribution, Life Insurance, AD&D, long-term disability insurance, paid time off (vacation, personal and sick time) and 12 paid holidays
Fun! We have fun each quarter celebrating our employees' accomplishments.
Don't just work anywhere, work where you are appreciated and celebrated!
What you will be doing:
The Customer Service Manager oversees the efficient operation of the Customer Service Dept at Sterling main to ensure all operational functions are completely and properly performed by the staff while conveying a feeling of trust, service, security and satisfaction to customer and staff. The position is responsible for overseeing the Universal Bankers and Contact Center at Sterling main. Manage direct reports to maximize productivity, efficiency, and the potential of the human assets of the company, including: hiring, directing job assignments, monitoring staff performance, coaching, counseling, training, assuring compliance with regulatory requirements and organizational mission, values, policies and work rules. Customer Service Manager must be knowledgeable of all personal banking products and services.
Essential Functions:
- Attend and participate in monthly manager and customer service meetings
- Record and report department cross sales to Chief Retail Officer by 10:00 AM on Friday of each week
- Record referrals to all areas of business
- Complete ABA courses monthly as needed
- Complete and pass TGIMU courses as assigned
- Actively participate in and take turns leading huddles
- Answer phones following MOT standards
- Perform the 7-step sales process with customers to make recommendations and cross sales
- Be knowledgeable of bank products and services in order to make excellent recommendations
- Provide timely resolution to any issues that arise exceeding the customer’s needs
- Coach and train department employees to excellence in position
- Hire, train, supervise and evaluate retail Customer Service positions
- Create employee schedule and approve timecards on a weekly basis
- Participates in community events and organizations to support communities we serve
- Supervise daily Customer Service administration, operations, and sales
- Back up processing of weekly cash order for all branch locations
- Create a “WOW” experience to make every customer say, “I love my bank!”
- Reports facility/building concerns to maintenance.
- Other duties as assigned.
Competencies:
- Customer/Client Focus
- Continuous learning and upskilling
- Financial Management
- Decision Making
Hours:
- Available to work 7:45 - 5 Monday through Thursday
- 7:45- 5:30 Friday
- 7:45 – 12:30 Saturday, half day off the week that a Saturday is scheduled
Sterling Federal Bank is an Equal Opportunity/Affirmative Action Employer
Requirements:
Three to five years of banking experience preferred
2 years of supervisory experience preferred
Relevant Bachelor’s degree preferred
Or equivalent combination of education and experience