Customer Service Manager Jobs in Carthage, TX (NOW HIRING)

Position Objectives: Customer Service Representative (CSR) is responsible for ensuring all customer service and professionalism standards are adhered to in the lobby or over the phone. This CSR is responsible for: executing duties behind the teller line, opening accounts for new and existing customers, the lobby customer service experience, product referrals, consumer loan referrals, opening and/or servicing safety deposit boxes, adherence to all bank regulations that pertain to new accounts and assisting with the implementation of teller sales initiatives that aid with the development of customer relationships.  

Essential Functions of this position:

Service Standards

40%              Ensures ASB’s customer service and professionalism policies are adhered to in order to provide customers with a quality service experience that exceeds their expectations. Additional responsibilities include but are not limited to; processing customer transactions accurately and efficiently while looking for opportunities to further develop customer relationships, customer development as it pertains to additional products and services, following all CIP guidelines, adherence to all new account policies, customer confidentiality, and customer relationship management (CRM). Monitored by Branch Management with feedback provided by Operations Manager and customers. 

20%                 Assists management with developing and implementing sales strategies that support branch goals set forth by American State Bank. This is accomplished by conducting regular employee huddles, providing product training for the branch, working closely with the Teller Supervisor to motivate and inspire teller referrals, tracking new account growth, and conducting regular calls to existing customers and/or conducting outside sales calls independently or with management. Monitored by Branch Management with feedback by Operations Manager and Loan Officers. 

Operational Standards

20%              Follows all retail banking policies and procedures in order to ensure that American State Bank adheres to regulatory compliance guidelines as well as maintaining consistency between branches. Additional responsibilities include but are not limited to; processing teller transactions in accordance with procedural guidelines, maintaining dual control, following all security policies, daily balancing standards, assisting in completion of all monthly branch audits, getting necessary approvals on restricted transactions, being an expert with GPOD (branch capture), peer mentoring, ensuring all CIP procedures are followed for new accounts and loans, mandatory notes, alerts, and codes are entered into the system during the new account set up, necessary holds are applied to appropriate deposits, and all required documentation is collected prior to opening a new account. Monitored by Branch Management with feedback from Operations Manager.  

Compliance Standards

20%            Complies with all regulatory compliance requirements established by internal and external regulators in order to meet compliance guidelines and limit risk exposure for the bank. Responsible for following all regulatory guidelines in reference to new accounts, consumer loan applications, depository products and services, and mandatory disclosures. Additional responsibilities include but are not limited to; completing all online compliance training before deadlines, CTR’s, SAR incident forms, Reg. CC holds, balancing cash drawer at least twice a day, utilizing dual control logs, verifying and processing daily work, balancing the branch each night, daily audits of instant issue debit cards, Safety Deposit Box audits, lobby security procedures are followed, and other duties as assigned. Monitored by Branch Management with feedback provided by Operations Manager and Risk Officer. 

This position description reflects management’s assignment of essential functions; and nothing in this herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time. 

Education and Experience

• College Degree required, may be waived in lieu of banking experience
• Minimum 1 year teller experience required but may be waived in lieu of demonstrated sales experience
• Minimum 1 year supervisor experience required
• Minimum 1 year of sales experience required
• 1 year of Retail Banking new account experience preferred

Additional Skills Required

• Exceptional customer service skills 
• Excellent verbal and written communication skills 
• Ability to manage multiple tasks at the same time
• Excellent attention to detail
• Effective time management skills 
• Ability to supervise others 
• Ability to motivate others in a team environment

Physical Requirements

• Ability to verbally convey information or ideas to others
• Ability to hear average or normal conversational tones
• Ability to use wrists, hands or fingers for repetitive motions
• Ability to lift up to 50 pounds with assistance-mechanical or human
• Ability to stand for up to 4 hours at one time
• Ability to work late and/or flexible hours
• May require minimal travel for training 

Working Conditions

• No Hazardous or significantly unpleasant conditions
• Climate controlled environment
• Noise level is usually moderate

Training Requirements

• Summary of job specific BSA training is required within 30 days of employment
• Online BSA Training must be completed within 90 days of employment 
• Ongoing online compliance training must be completed on time
• Additional training may be required as recommended by management