The Customer Service Manager with Community Bank in College Place is expected to assist the Branch Manager in the efficient, effective management of a full-service branch office, ensuring that established policies and procedures are followed. The Customer Service Manager is responsible for completing and/or overseeing the day-to-day operations as delegated by the Branch Manager. Community Bank expects all employees to comply with the responsibilities of their assigned position to the highest degree of performance by:

• Adhering to the Company’s policies and supporting Management decisions and goals in a positive, professional manner.
• Representing Community Bank with a high level of integrity and professionalism.
• Maintaining knowledge and understanding of banking rules, regulations, laws and all policies and procedures pertaining to them including, but not limited to, the Bank Secrecy Act.
• Demonstrating a willingness to adapt to changing business needs and deadlines.
• Possessing a work ethic that includes neatness and punctuality.
• Exhibiting a professional, business-like appearance and demeanor.

Essential Functions:

• Assist with supervising, training, scheduling, assigning work to, and evaluating job performance of Tellers and Personal Bankers; making authoritative recommendations with regard to hiring and salary; and, when necessary, discipline and discharge of subordinate branch personnel. Assist in conducting regular meetings to keep staff informed and resolve problems.
• Ensure the branch is open and ready to conduct business each business day.
• Provide excellent customer service (e.g., explain savings and checking programs, open new accounts, approve checks, and transactions that tellers could not transact routinely, deal with difficult customers, etc.).
• Process consumer loan applications.

• Take applications.
• Obtain verifications as necessary.
• Analyze credit risk.
• Submit to the Loan Department for approval and preparation of documents if approved.

• Ensure the branch balances all transactions at the close of each business day.

• Help tellers and others to resolve balancing problems and authorize over/short adjustments.
• Conduct “surprise audits” as necessary to verify accuracy of teller balances.
• Collect bad checks taken at the branch and delinquent overdrafts, as well as losses resulting from ATM transactions.

• Responsible for general maintenance of the branch, ensuring walkways are clear of ice and snow for safety and security of customers, employees, and branch assets.
• Ensure all security procedures are strictly followed.
• See to it that ATMs are serviced and operational during business hours and balanced each day.
• Join area service clubs and organizations, and represent the Bank at functions and meetings.
• Make regular business development calls to solicit new business or improve services to existing clients.
• Responsible for: completing timecard each day worked; communicating leave requests or timecard corrections to supervisor as needed; and reviewing timecard on a regular basis to ensure that it is complete and correct prior to payroll processing.
• Responsible for completing all digital, in-person and other training courses as assigned.

Additional responsibilities:

• Take on overall administrative responsibility for operating the branch when needed.
• Backup Teller and/or Personal Banker duties as necessary.
• Oversee daily duties of Teller row and Personal Bankers.
• Maintain current employee information in the Disaster Recovery Plan.
• Review employee time cards, edit, correct and approve each pay period; monitor employee leave time to insure it is being used according to company policy; notify Human Resources when an employee requests, or may require, an extended leave of absence (such as FMLA); conduct performance reviews; prepare disciplinary documentation when appropriate; and complete the necessary paperwork and process when hiring or terminating an employee.
• Perform other duties as assigned.

Environment and Interaction

Work areas are inside, in a climate-controlled environment, with moderate background noise. Position may involve occasional travel to branch locations. Position may involve exposure to potentially hazardous conditions (e.g., robbery).· Reports To: Branch Manager

Material and Equipment Used:

Computer, Fax Machine, Copier, Voicemail, Typewriter, Automobile, Printer, Telephone, Email, General Office Supplies

Physical Activities Required to Perform Essential Functions:

• Sitting/Mobility: Approximately 60% of time is spent working at a desk. Balance of time (approximately 40%) is spent moving around work areas.
• Communication: Ability to effectively communicate with co-workers, clients and outside agencies in writing, in person and over the phone.
• Vision: Ability to effectively use a computer screen and interpret printed materials, memos and other appropriate paperwork.
• Lifting/Carrying: Ability to transport files and supplies (up to 25 pounds).
• Stooping/Kneeling: Ability to access files and stock supplies.
• Reaching/Handling: Ability to input information into computer systems and retrieve and work with appropriate paperwork, equipment, and supplies.

Proficiencies:

• Excellent written and oral communication skills; ability to communicate effectively and project a professional image when giving and taking information in writing, in person and over the phone.
• Solid word processing and computer database skills.
• Good interpersonal skills with the ability to work with individuals and groups at all organization levels; ability to work independently and as part of a team.
• Ability to take initiative and prioritize tasks; good time-management, organizational, problem-prevention and problem-solving skills.
• Knowledge and understanding of banking rules, regulations, laws and all policies and procedures pertaining to them including but not limited to the Bank Secrecy Act.
• Complete familiarity with the Bank’s savings, checking and lending policies and guidelines, as well as specific loan programs, qualifications, insurance, etc., to provide full savings and loan services.
• Thorough knowledge of branch operations to coordinate daily functioning of the branch and to resolve employee and customer problems.
• Excellent customer service skills with the ability to conduct customer escalation calls and deal with potential savings and loan customers.
• Strong analytical ability with active listening skills.
• Ability to work accurately with close attention to detail.
• Ability to maintain confidentiality of sensitive information.
• Ability to study and apply new information.

Education and Experience:

• High school diploma or equivalent.
• At least three (3) years of progressively more responsible experience within a financial institution to gain necessary experience and background knowledge to manage a full-service branch and deal effectively with employee and customer relations matters.
• Must be bondable.

Company Benefits:

• Comprehensive employee benefits, including: medical, dental, vision, LTD, and life insurance, HSA contribution
• Paid vacation, sick, plus federal holidays
• 401k with employer match
• Tuition reimbursement
• Employee stock/profit sharing plan