Banking Center Manager

Job Summary:

As a Banking Center Manager, you will play a vital role in overseeing and managing all aspects of our virtual banking operations, leading a team of virtual bankers to ensure exceptional customer service, efficient transaction processing, and adherence to banking regulations. You will create and lead a team of Virtual Bankers to provide exceptional customer service, conducting accurate and courteous virtual banking interactions, remote-based transactions, and answering Contact Center phone calls. Additionally, you will be responsible for providing resolution/escalation to complex issues on customer accounts, developing recommendations based on customer needs, and assisting with all banking services or referring customers to Retail Branches or other Departments as appropriate. This role requires a strong understanding of banking procedures, excellent leadership skills, and a passion for delivering exceptional customer experiences in a virtual environment.

About Servbank:

Founded in 1994, Servbank is a banking institution with local roots and national reach. We were built on a foundation of community-orientation, which ensures that no matter who we serve, we do so with the human touch that marks the gold standard of service. We work with individuals, businesses, and communities, so that whether you’re a student, a homeowner, a small business owner, or a community leader, we can help you fulfill your goals. Come create excellence with Servbank.

Essential Duties and Responsibilities:

• Develop an exceptional and purposeful customer-centric experience tailored to every client or prospective customer. Cultivate expertise in small business and consumer banking products.

• Actively engage with customers and prospects across multiple channels, including Phone, Email, and Secure Messaging on Digital Banking platforms, with genuine enthusiasm.

• Assume responsibility for addressing customer concerns, inquiries, and service needs, aiming to boost customer retention and identify potential sales opportunities. Conduct thorough research to provide accurate responses to customer queries about accounts, products, rates, and services.

• Guide and support customers in utilizing digital channels such as online banking and mobile banking, offering education and assistance as needed.

• Maintain meticulous records of customer interactions, referrals, communications, preferences, issues, and relevant information in Contact Management/Customer Contact History systems.

• Collaborate closely with Operations, Compliance, and Training Officers to develop and uphold policies and procedures, delivering continuous training to both new and existing staff members.

• Provide coaching and mentoring to Virtual Bankers, assisting them in enhancing their performance and achieving their objectives.

• Ensure compliance with all Federal and State banking regulations, as well as local consumer protection laws pertaining to loan origination, including adherence to the SAFE Act and relevant registration and renewal requirements set forth by the bank, where applicable. Adhere strictly to all Bank operating and security policies and procedures, and fulfill all mandatory annual or role-specific training obligations.

Knowledge, Skills, Abilities and Requirements:

• Three or more years banking experience within a Call Center, Branch/Branch network.

• Experience working with FISERV DNA or similar core banking applications.

• Experience working with Online Banking Customer support, Debit Card support, Bill Payment support.

• Experience with processing wire transfer requests.

• Knowledge of banking compliance rules and regulations and operating procedures.

• Ability to maintain confidentiality, use tact and diplomacy.

• Ability to take initiative in resolving problems and developing recommendations.

• Demonstrated superior customer service and sales skills.

• Excellent organizational and time management/prioritization skills.

• Strong attention to detail and the ability to multi-task effectively.

• Effective training and mentoring skills.

• Excellent communication skills, both verbal and written.

• Proficient use of Microsoft Word, Outlook, Teams

EEO Statement:

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.