Customer Service Manager

Customer Service Manager

We are looking for an experienced Customer Service Manager to oversee daily branch operations, drive sales growth, and lead a team in delivering exceptional customer service. In this role, you will ensure operational efficiency, compliance with regulations, and the promotion of a service-oriented culture through effective coaching and staff development. This is a Contract-to-Permanent position based in Stockton, California.

Responsibilities:

• Manage the daily operations of the branch, including teller activities, vault balancing, and customer service functions.
• Drive sales and revenue growth by promoting and selling a variety of bank products and services.
• Ensure compliance with regulatory requirements and maintain operational soundness within the branch.
• Supervise, coach, and develop branch staff to meet service expectations, policies, and procedures.
• Conduct regular one-on-one meetings and team discussions to set goals and address operational issues.
• Oversee hiring, training, and retention efforts to build a skilled and motivated team.
• Maintain staff schedules to ensure adequate coverage and efficient workflow.
• Address customer concerns by providing timely resolutions and maintaining high levels of confidentiality.
• Participate in community engagement and establish strong public relations with customers and local organizations.
• Perform audits and pre-audits to identify risks and ensure adherence to compliance procedures.

Requirements:

• Minimum of 3 years of experience in a customer service or management role, preferably within the banking industry.
• Strong knowledge of deposit, consumer, and business banking products and services.
• Proven ability to lead teams and foster a high-morale work environment.
• Exceptional interpersonal and communication skills with a focus on customer satisfaction.
• Proficiency in using computer systems and technology relevant to banking operations.
• Certified Notary Commission and Medallion Certification are preferred.
• Ability to maintain confidentiality and handle sensitive situations professionally.
• Familiarity with regulatory compliance and operational risk management practices.