Customer Service Manager (16th & South)

Company Name:
Bank of the West
## Description
What sets Bank of the West apart from other banks is our team members-they embody the optimistic spirit of the West. There is a spirit here that drives us to do more. Our team of more than 10,000 employees is vital to the success of our Bank. They reflect our modern western values-straightforward, entrepreneurial and optimistic. We seek to create a corporate culture that fosters and rewards excellence, encourages creative thinking and respects diversity - an environment where team members are engaged, supportive of one another and enthusiastic about serving our customers. Bank of the West offers the stability of a company that has a 135 year history and is part of BNP Paribas, a European leader in global banking and financial
and one of the 6 strongest banks in the world. We offer opportunities across our diverse business lines - Retail Banking, Commercial Banking, National Finance, and Wealth Management.

The Customer Service
(CSM) is responsible for customer service/sales; maintaining the integrity of branch operations, and managing the branch operations staff. The CSM must perform complex customer service duties and ensure a high level of efficiency. This position requires the ability to understand, communicate, and work to achieve the mission of the Bank. The regulations implementing the Secure and Fair Enforcement (S.A.F.E.) Act statute require that individual mortgage loan originators be registered with the National Mortgage Licensing System and Registry.
Position Accountabilities
1. Works with the Branch Manager to foster superior customer service. Participates in selling Bank products and expanding customer relationships.
2. Manages branch operations employees (e.g., selection, training, performance review, work allocation). Oversees and administers branch personnel issues for direct reports.
3. Develops methods to streamline daily functions and improve branch productivity.
4. Works with branch management to establish and achieve challenging sales/service goals for all areas of the branch.
5. Balances operational controls and customer service in order to minimize risk to the Bank.
6. Performs self-audits as scheduled and submits results in a timely fashion.
7. Supports the achievement of branch sales goals (e.g., coaching/motivating assigned staff in the sales/service of retail banking products, selling/cross-selling bank products, organizing/participating in branch campaign activities).
8. Conducts ongoing customer service, security, and technical training in the branch.
9. Performs all technical functions accurately and in a timely manner to remain in compliance with regulatory standards.
10. Assists with control of branch expenses.
11. May be responsible for the branch in the Manager''s absence.
12. Implements procedures in which compliance objectives are incorporated. Schedules and reinforces training. Performs periodic reviews to measure compliance knowledge and technical application.
13. Performs other duties as assigned.
## Qualifications

Required Education or Equivalent Experience
Associate''s Degree or equivalent combination of training and experience
Required Experience
Three to five years of branch operations experience
Field of Experience
Working knowledge of bank products and services
Administrative/Technical Skills
Customer service
Supervisory skills
Analytical and research
Verbal and written communication
Familiarity with bank terminals
Perform math and analysis
Level Supervised
Supervises two or more employees performing similar work.
Primary Location: United States-Nebraska-Lincoln
Job: Management
Job Posting: Mar 13, 2014, 12:55:22 PM
Req ID: 004240

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