Service Excellence Manager - Hillsdale, NJ

Overview

Service Excellence Manager – Hillsdale, New Jersey, United States.

Location:

24 Broadway, Hillsdale, NJ 07642. Reports to Market Manager. The role provides branch staff oversight to ensure compliance with Bank policies while delivering an outstanding customer experience. Lead by example in product knowledge, sales, and customer support; provide guidance to branch staff to meet product sales goals and service standards.

40 hours per week to include Saturdays.

• Achieve and maintain a high level of customer service and satisfaction, individually and collectively within the branch. Provide quality customer service through personal contact with customers and prospects in adherence with policy, including handling customer issues in person or over the phone and resolving issues.
• Build and promote branch identity, drive product sales, and promote ownership and accountability for improving customer experience and branch success. Create a welcoming atmosphere that ensures continuous client engagement.
• Meet with customers to analyze financial needs and maximize sales opportunities. Offer all bank products and assist with service needs (account opening, maintenance, and processing transactions) for existing and prospective customers. Demonstrate comprehensive knowledge of all bank products and services.
• Ability to perform all transactions required by a customer and use appropriate technology to provide services effectively and efficiently. Maintain and balance a cash box. Utilize Teller Scanning Equipment, Cash Recycling and Cash Dispensing machines; assist customers in using Coin Machines.
• Act as Vault Teller, ensuring adequacy of branch cash for daily transactions by assisting staff in ordering and shipping currency, controlling distribution to Tellers within prescribed limits.
• Participate in CRA initiatives, activities, and programs.
• Review and approve requests, including large cash checks, bank checks or general ledger tickets, and various reports, paperwork, and cash counts.
• Work to meet existing branch performance standards in areas such as controllable operating losses through adherence to Bank policies and procedures.
• Build proficiency in banking principles and sales techniques by attending internal and external training and completing continuing education courses.
• Collaborate with the Market Manager by providing feedback regarding interviews, hiring, performance appraisals, and disciplinary actions for staff.
• Assist in community events (e.g., Habitat for Humanity) and participate in CRA initiatives, activities, and programs.
• Maintain knowledge and compliance with the Bank's Code of Conduct and all policies and procedures.

• Under the direction of the Market Manager, supervise all operational aspects of the branch functions to ensure satisfactory audit ratings and compliance.
• Have full knowledge of all branch operations, including evaluating, honoring, and approving exception items to minimize potential loss; supervise Operational Risk.
• Ensure daily compliance with Retail Banking Policy and Procedures.
• Ensure Staff and Branch are in full proof daily.
• Order and/or prepare currency shipments, maintain cash vault in proof daily within assigned cash limits.
• Maintain and prepare daily, weekly, and/or monthly reports.
• Knowledge of proper account opening documentation to comply with policy, including timely site visits.
• Knowledge of KYC (Know Your Customer) and CIP (Customer Identification Program). Knowledge of wire documentation and obtaining proper approvals prior to sending a wire.
• Oversee timely submission and accuracy of Branch Management Operational reports, AML reporting, and audits; reconcile Branch general ledger accounts and address report inconsistencies; knowledge of Suspicious Activity red flags.
• Represent Valley National Bank in dealing with customer complaints, inquiries, or problems, including written correspondence; escalate as appropriate.
• Complete all Learning and Development classes as required, including annual LMS training.
• Oversee expenses within established budget guidelines; manage branch expenses.
• Ensure branch appearance meets Bank…