Business Sales & Service Manager

Business Sales & Service Manager

Job ID: 2024-5142

Category: Business & Personal Banking

Type: Full-Time

Workplace policy: Banking Center

Overview

The Business Sales and Service Manager has a proven track record in supervision and sales and bank operations. Responsible for managing the banking center in an efficient manner and in accordance with established procedures. Supervises at least two or more employees, including the Universal Banker(s) and ensures the efficient operation of the Banking Center. Cross-trained in all areas of client service including but not limited to cash handling, opening accounts, wire transfers, etc. Ensures accuracy, excellence in client service and maintains appropriate measures relative to security and bank regulatory procedures. May provide guidance and supervise other Business Sales and Service Managers, as needed. May train Business Sales and Service Managers assigned to other Banking Centers.

Principal Duties & Responsibilities:

• Works hand in hand with Business Market Leader and Small Business Banker for Banking Center deposit and loan growth, focusing on client retention and identifying new opportunities.
• Researches, prepares and makes outbound service calls, asks consultative questions, handles objections, closes the referral to the appropriate business line partner, ensures client retention and client service satisfaction.
• Monitors, reviews and assists in ensuring financial ticklers are cleared on a timely manner per Bank guidelines.
• Responsible in reviewing Banking Center Statement of Condition in order to monitor banking center deposit and loan balances.
• Monitors and holds the Business Transaction Reps and/or Business Transaction Leaders accountable for scrubbing leads.
• Coaches the Universal Bankers and/or Universal Bankers Seniors to standards set by the Bank for client referrals.
• Monitors the Universal Bankers and/or Universal Bankers Seniors lead scrubbing efforts.
• Coaches the Universal Bankers and/or Universal Bankers Seniors to standard set by Bank for lead scrubbing.
• Works with the Business Market Leader and Small Business Banker with the opening of all types of accounts, closing of accounts and maintenance of accounts.
• Provides timely and efficient client service by continuously repositioning the staff against daily workflow demands.
• Makes decisions within their authority such as check approvals, wires, debit and credit tickets and all other necessary transactions within established limits.
• In conjunction with BTL, ensures accuracy and adequacy of bank currency and coin supply and verifies cash shipments including but not limited to, ordering, shipping currency & coins.
• Facilitates with the balancing of ATMs, processes ATM & night depository deposits.
• Able to handle vault duties and ATM reconciliations, as needed.
• Reviews night depository logs and ATM envelope processing to ensure adequate handling.
• Facilitates with the balancing of TCRs.
• Manages the teller line (Universal Banker(s) roll up) and ensures all teller work is correctly & timely scanned through branch remote capture on a daily basis.
• In conjunction with ROC, ensures that banking center key & combo assignments are properly assigned and recorded.
• Responsible for sending files and documents for storage following bank guidelines.
• Serves as backup to the Universal Banker/Universal Banker Sr; performs all paying, receiving and collection functions within the banking center with a high degree of accuracy.
• Performs Universal Banker functions as needed. Provides access to safe deposit boxes after verifying the client's identity and right to access.
• Adheres to cash handling, operational, security, BSA/AML and all other policies and procedures.
• Completes necessary documents for clients to rent, transfer or surrender a safe deposit box.
• Inspects Safe Deposit documentation for new boxes. Verifies that entries to existing boxes are properly recorded. Ensures proper procedures are followed for closed boxes and drills.
• Receives and records payments for safe deposit box rent.
• Follows up on past due safe deposit box rent.
• Witnesses the drilling of safe deposit boxes due to lost keys or abandoned property.
• Prepares abandoned property for escheatment.
• Monitors and coordinates the SBBs schedule of blocked time for sales activities and prospecting lead calling. Leads by example, holds accountability for their own blocked call activity.
• Cross-trained in all areas of client service including but not limited to teller functions, opening accounts, wire transfers, etc.
• Ensures accuracy, excellence in client service and maintains appropriate measures relative to security and bank regulatory procedures.
• Monitors and approves overdrafts. This process involves determining the amount of overdrafts, average balances, patterns, net worth (if known), credit quality (if known) and if the client has other accounts.
• Performs routine client service functions such as change of address, provide statements, check book orders, ATM/Debit card orders, pin # changes, etc.
• Organizes and maintains files on all clients.
• Maintains strong product knowledge, including but not limited to Treasury Management products.
• Works closely with the Bank's Treasury Management Department, to cross-sell/refer clients.
• May perform more complex service and branch functions such inputting and verify outgoing domestic/international wires according to the Board approved authorization limits and in accordance with banking policy and procedures.
• Works closely with ROC on operational issues, relies on their random spot checking for operational findings and corrects findings with their help/suggestions.
• Conducts random sampling of wire transfers for proper signature, authorized signers and authority levels.
• Responsible for making decisions and processing overdrafts within assigned limits.
• Ensuring overdrawn accounts are covered in full within bank established timeframes and/or submitting accounts to be charged off.
• Ensure the timely submission of all new accounts documents for the Business Banking Center to Director.i.e. Signature Cards, KYCs, Copies of Identification, etc.
• Ensures Fiserv and system access is adequate based on roles and responsibilities.
• Completes annual performance evaluations and quarterly check-ins.
• Risk Mitigation/Fraud Prevention.
• Ensures Account Opening process followed.
• Ensures Branch Opening Procedures are being followed.
• Conducts and ensures Regulation CC, D, and other testing.
• Reviews Account Opening procedure (CIPs, NRA documentation, etc).
• Tests Business Continuity Plan.
• Investigates or participates in the investigation for losses.
• Meets the requirements of the S.A.F.E. Act and expected to follow procedures including notifying Human Resources of any changes in current status.
• May approve employee time submissions through the Bank's system of record.
• Is responsible as part of the two-member team to open and/or close the branch.
• Responsible for providing spot coaching, helping Universal Banker/Universal Banker Senior identify cross selling efforts and leading by example by living and promoting our cultural profile.
• Due to scheduling and business needs, the bank may modify your work hours and work location as needed, including working on a Saturday.
• To enhance the client experience, you might need to oversee several banking centers as directed by management in a proficient manner.

Qualifications

• 2-4 years of retail banking operational experience at a supervisory level.
• Previous Branch/Bank Management experience preferred.
• Strong business acumen with strong sales ability and persuasiveness skills.
• Proven ability to exceed goals.
• Ability to effectively coach team members
• Excellent communication, problem solving and decision-making skills.
• Well organized and detail oriented.

Education

• High School Diploma or GED equivalent.

Special Instructions to Candidates

• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
• Please view Equal Employment