Service Excellence Manager - Wayne, NJ

Job Overview

At Valley Bank, we believe in people's growth potential. We invest in it. We protect it. We focus it. For nearly 100 years, we've been the Bank that clients from every industry turn to for our expertise, strategies, and advice--building the kind of trust that can fuel every goal. We are the leading relationship bank built for growth--with over $60 billion in assets, 3,800 experts, and more than 200 consumer branches and commercial banking offices in communities across the US.

At Valley, we're all driven by an ambition that goes deeper than just having a job. That's why when you work for us, we make it our goal to help you focus on what drives you--working to turn your passions and strengths into assets you can use to propel your ambitions and build the professional legacy you want. Because when we say we're a relationship bank built for growth, that's not just reserved for our clients--that includes all our associates as well.

Under the direction of the Market Manager, the Service Excellence Manager provides branch staff with oversight, works with branch staff to ensure compliance and adherence to all Bank policies while providing an outstanding customer experience. Leads by example in bank product knowledge, sales and customer support. Provides a supportive work environment and guidance to branch staff to meet product sales goals and service standards.

• 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 company policy, including handling customer issues in person or over the phone, 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 comprehensive knowledge of all Bank products and services.
• Perform all customer transactions and use appropriate technology to provide services most effectively and efficiently. Maintain and balance a cash box. Utilize technology such as Teller Scanning Equipment, Cash Recycling, and Cash Dispensing machines and support customers in the use of Coin Machines.
• Act as Vault Teller ensuring adequacy of Branch cash for daily transactions by assisting the branch staff in ordering and shipping currency—coin and controlling—distributing cash to Tellers in prescribed limits.
• Participate and support CRA initiatives, activities and programs.
• Review and approve requests—including approval to cash large checks, authorizing bank checks or general ledger tickets, and approval of various reports, paperwork and cash counts.
• Work to meet existing branch performance standards in areas such as controllable operating losses through compliance with established Bank policies and procedures.
• Continue building proficiency of banking principles and sales techniques by attending internal training, external training, and completing continuing education courses.
• Collaborate with the Market Manager by providing feedback regarding interviews, hiring, performance appraisals and disciplinary actions for the staff.
• Assist in community events (e.g., Habitat for Humanity) and participate in support of 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 adherence to compliance requirements.
• Have full knowledge of all branch operations, making sound business decisions and evaluating, honoring and approving all exception items to minimize potential loss to the bank; supervise Operational Risk.
• Ensure the…