Client Services Manager Jobs in Rathdrum, ID (NOW HIRING)

"The culture here at WTB really is like no other company. I'm lucky to be able to be a part of such a family oriented organization, and I love welcoming people into it and showing them what makes this such a special place to work." - Becky Sechler, Director of Retail Banking and Client Delivery

Location: Sullivan Branch - 407 N Sullivan Rd, Spokane Valley, WA 99037

Schedule:  Monday-Friday 8:15 am to 6:15 pm, Saturday 9:45 am to 2:15 pm. Schedule may vary, must be flexible. Regular, reliable attendance required. 

Essential Functions

Primary time allocation is dedicated to managing and supporting implementation of sales and service activities in the branch. Coaches to all corporate sponsored training programs. Partners with branch manager to provide sales support, training, coaching, mentoring and development to all branch staff. Ensures that core competency and development plan documentation for all staff is completed. Responsible for marketing Washington Trust banking products and services including preparing for client calls, making sales calls, and call follow-up. Identifies opportunities and continually prospects for new clients. Generates leads through existing relationships; asks Center of Influence (COI) and other referrals sources and all new clients for referrals. Meets regularly with Branch Manager to give feedback on branch strategies and plan for further growth of the branch. Perform compliance and risk management duties as required or assigned.

Sales and Business Development 

• Co-manages and motivates team to achieve sales goals and activities.
• Conducts periodic sales, one-on-one, and all-staff meetings.
• Participating and promoting team involvement in community organizations and business development activities when appropriate.
• Partners with the Branch Manager in the implementation of sales processes, which includes taking the lead and managing sales goals and initiatives.
• Contributes to the achievement of the branch and market goals.
• Participating and promoting team involvement in community organizations and business development activities when appropriate.
• Drives goal planning and developing strategies for the branch.

Service

• Takes ownership and emulates the highest level of client service in all situations. Demonstrates a high level of product knowledge.
• Ensures professionalism and service expectations are aligned with corporate standards and followed by all branch personnel.
• Maintains a high level of product knowledge and client service skills based on completion of internal and approved external training programs. Keeps up to date with changes to products and services.
• Works with other managers and staff to exceed client needs in a responsive, efficient manner across department lines.
• Ensures and coordinates daily operation of cash and teller functions, as well as Personal Banker functions with accuracy and efficiency.
• Works with the manager to provide administrative and operational direction and support for the branch.
• Provides professional financial advice, guidance, and solutions through staff and directly to clients.

Training, Development and Leadership

• Coaches to all corporate sponsored training programs.
• Directly conducts coaching with the personal banker, training, human resource functions and staff development activities.
• Ensure that core competency and development plan documentation for all staff is completed.
• Provides sales support, training, coaching, mentoring, and development to all branch staff.
• Works with regional manager, when necessary and human resources in recruitment and hiring process.

Compliance and Risk Management

• Performs compliance and risk management duties as required or assigned.
• Ultimately responsible for all regulatory and compliance activity within the branch including overseeing of the branch audit.
• Incorporates effective internal controls into all relevant work processes. Maintains a comprehensive understanding of internal controls, focusing specifically on key controls.
• Ensures timely updates to internal controls documentation when changes occur in risk parameters and/or workflow.
• Accountable for complying with bank policies and procedures, and governmental regulatory requirements as written in bank policy and procedure documentation.
• Manage branch to proactively identify and prevent fraud situations.
• Train teams to identify and manage risk effectively, staying current on fraud and risk trends to minimize impact to the bank and clients.
• Ensure teams are equipped with the necessary tools and knowledge to proactively mitigate risk-related situations.

Administrative

• Acts as the Compliance Representative and facilitates appropriate compliance information at regular Assistant Manager meetings. Conducts the necessary spot checks and training for audits for the branches. Adheres to bank policy manual.
• Partners with Branch Manager to analyze workloads and workflows, designing and implementing best practices which define the most efficient way to conduct specific processes as well as continually upgrading and evaluating processes.
• Manage branch to proactively educate, identify and prevent fraud situations.
• Responsible for adhering and managing team to bank security and dual control policies.
• Research and troubleshoot complex issues.
• Demonstrates positive leadership behaviors through team motivation and development while leading by example.
• Acts as the branches’ primary operation contact providing daily support to branches in problem resolution relative to policies, procedures, compliance, technical and operational issues, as well as business and personal document interpretation.
• Maintains responsibility for managing personal bankers and other branch staff as assigned by the Branch Manager.
• Directly delivers coaching and training of job expectations, Human Resource functions, and staff development activities.
• Manages performance review documentation, development and delivery to Personal Bankers. Will assist with Personal Banker performance management.
• Partners with Branch Manager and Human Resources in recruitment and hiring process.
• Manages client base to meet bank income goals. Directly responsible for maintaining reasonable fee waiver and budgetary expectations, as assigned by Branch Manager.
• Accountable for complying with bank policies and procedures, and governmental regulatory requirements as written in bank policy and procedure documentation.
• Conducts other duties as assigned by the Branch Manager.

Qualifications

• Excellent verbal, written and interpersonal communication skills.
• Goal oriented, self-motivated and enthusiastic.
• Ability to sell products & services to clients.
• Ability to prioritize workflow, solve client or staff problems, and manage multiple tasks.
• Required to maintain the security and confidentiality of Bank and client information.
• Strong leadership skills including team recognition, motivation and conflict resolution.
• Completion of all appropriate Sales, Service, Employee Retention and Management training.
• May be required to have or obtain a Mortgage Loan Originator registration number through the Nationwide Mortgage Licensing System & Registry (NMLS).
• Bilingual candidates preferred but not required.

Join us in one of our 40+ Washington, Idaho, or Oregon branches as we work toward maintaining a strong, trust-based community in our branches, our bank, with our clients, and in our greater communities.

Pay Range: $25.44 to $38.16 per hour

Actual compensation will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. This position is also eligible to participate in an applicable incentive compensation plan.

What Our Culture Can Offer You:

Our benefit philosophy is to provide you with a comprehensive package to secure your overall wellness and help you become and remain a fulfilled and productive employee. Our benefits include Health, Financial, Retirement and Work/Life Benefits. We are proud to share an overview of our benefits HERE as part of your total compensation.

Washington Trust Bank celebrates diversity in the workplace and actively recruits talent to help reflect the unique communities where we live and work. We are proud to be an equal opportunity employer and prohibit discrimination or harassment based on race, religion, sex, gender identity, sexual orientation, national origin, age, pregnancy, disability, genetic information and any other protected characteristics outlined by state, federal and local laws. We believe strength comes from the diverse backgrounds and experiences of our team, and we are dedicated to fostering a supportive and inclusive work environment.