Service Excellence Manager - Newark, NJ

Service Excellence Manager I (#25-1363)
Newark, New Jersey, United States

At Valley Bank, we believe in people’s growth potential. For nearly 100 years, we have been the Bank that clients from every industry turn to for expertise, strategies, and advice—building trust that fuels every goal. We are a relationship bank built for growth, with over $60 billion in assets, 3,800 experts, and more than 200 consumer branches and commercial banking offices across the United States.

At Valley, we are driven by an ambition that goes deeper than just having a job. We help you focus on what drives you, turning your passions and strengths into assets that propel ambitions and build a professional legacy…we do this not only for our clients but for all our associates.

40 hours, including Saturdays.

• Achieve and maintain a high level of customer service and satisfaction, individually and collectively within the branch, handling customer issues in person or over the phone and researching and resolving issues.
• Build and promote branch identity, drive product sales, and promote overall 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 other service needs (account opening—maintenance—and processing transactions) for existing and prospective customers. Demonstrate a comprehensive knowledge of all Bank products and services.
• Perform all required customer transactions using appropriate technology to provide services efficiently, maintain and balance a cash box, and use technology such as Teller Scanning Equipment, Cash Recycling and Cash Dispensing machines, and support customers with Coin Machines.
• Act as Vault Teller, ensuring adequate Branch cash for daily transactions by assisting branch staff in ordering, shipping currency—coin—and controlling cash distribution to Tellers within prescribed limits.
• Participate in and support CRA initiatives, activities, and programs.
• Review and approve requests—including approval to cash large checks, authorize bank checks or general ledger tickets, and approve various reports, paperwork, and cash counts.
• Work to meet existing branch performance standards, such as controllable operating losses, by complying with established Bank policies and procedures.
• Continue to 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 on interviews, hiring, performance appraisals, and disciplinary actions for staff.
• Assist in community events (e.g., Habitat for Humanity) and participate in CRA initiatives.
• Maintain knowledge and compliance with the Bank’s Code of Conduct and all policies and procedures.

• Supervise all operational aspects of the branch functions to ensure satisfactory audit ratings and compliance with requirements.
• Have full knowledge of all branch operations, including making sound business decisions and evaluating, honoring, and approving all exception items to minimize potential loss to the bank.
• Ensure daily compliance with Retail Banking Policy and Procedures:
  • Ensure staff and branch are in full proof daily.
  • Order and prepare currency shipments, ensuring cash vault is in proof daily and maintained with assigned cash limits.
  • Maintain and prepare daily, weekly, and/or monthly reports.
• Know and review proper account opening documentation, ensuring proper documentation is collected and maintained to comply with policy and procedure, including timely site visits.
• Understand KYC (Know Your Customer) and CIP (Customer Identification Program). Know wire documentation and obtain proper documentation and approvals prior to sending a wire.
• Oversee timely submission and accuracy of all Branch Management Operational reports, AML reporting and audits as required, including reconciliation of Branch general ledger accounts and other report inconsistencies, and…