Job Information

First Federal Bank Client Service Manager in Delphos, Ohio


Position Title: Client Service Manager Department: Retail Position Reports to: Branch Manager Position Supervises: Customer Service Representative

Position Summary:

Support the company’s mission statement and goals by maintaining a high-level of customer service through supervision of CSRs and control of daily activities of branch operations. This role provides ongoing support and guidance for branch operations, staff development and customer service. The Client Service Manager will also work to ensure that the office is operationally efficient and in compliance with bank regulations. Demonstrate and implement our Trusted Advisor strategy to all internal and external customers.

Duties and Responsibilities:

  • Accomplish staff results by communicating job expectations; planning, monitoring and appraising job results; coaching, counseling, developing personal growth opportunities and disciplining employees; developing, coordinating and enforcing systems, policies, procedures and productivity standards.

  • Ability to handle all customer interaction, including making appropriate recommendations to CSRs and Supervisors, and the ability to handle all facets of maintenance on customer accounts.

  • Originate consumer loan applications and deposit account origination, if applicable.

  • Exercise good decision making with authority limits and in the event credit decisions are needed, follow credit guidelines as outlined.

  • Actively involved in monitoring and managing the budget including expense management and allocations, while ensuring branch goals are met by working with team on referral and retention goals.

  • Ensures branch operations comply with bank policy, procedures and banking regulations; ensures delegates have adequate and current compliance training and branch maintains a satisfactory audit rating or better, while providing guidance and coaching.

  • Promotes a positive image of the bank; develops and maintains effective business relationships with customers, employees and retail partners; in addition to serving as a liaison within all areas of the organization.

  • Serve as the problem resolution specialist in addressing and resolving complex customer service issues and employee disputes; performs and reviews tasks requiring manager level approvals.

  • Meet the needs of customers by providing accurate, personable, prompt and efficient processing of all transactions in accordance with Customer First.

  • Adheres to and coaches to the Six Step Experience guidelines with each customer interaction.

  • Responsible for branch Business Contingency Plan.

  • Ensure the completion of monthly surprise cash audit for each CSR in accordance with cash audit procedures.

  • Maintain a balanced cash drawer and perform within the Customer Service Performance Parameters.

  • Participate in the recruitment process of interviewing and hiring of applicants.

  • Demonstrates a positive reflection of the organization in public through their actions and behaviors.

  • Coordinate branch facility maintenance with corporate facility management.

  • Other duties as assigned.

    Education, Certification, License and Experience:

  • Two year college degree or equivalent work experience

  • Two years of bank operations and supervision experience.

    Skills and Knowledge:

  • Strong interpersonal, organizational, and supervisory skills.

  • Excellent verbal and written communication skills.

  • Problem solving, critical thinking skills and time management skills

  • Able to operate related computer applications and basic business equipment.

  • Thorough knowledge of company products, services, and policies.

  • Understanding of CSR and Financial Service Representative functions.

  • Understanding of related legal and regulatory requirements

  • Knowledge of CSR policies and procedures including various federal regulations

  • Compliance with Bank Secrecy Act, OFAC and USA PATRIOT Act including accurate completion of CTR, Monetary Instrument log, and reporting of suspicious activities to supervisor.

  • Responsible for knowing and ensuring compliance with applicable laws, regulations and guidelines, as detailed in policies that include but are not limited to Bank Secrecy Act and other applicable anti-money-laundering rules, Right to Financial Privacy, Fair Lending, Community Reinvestment Act, Gramm-Leach-Bliley Act, and other laws and regulations as they pertain to the position

    Work Environment:

This job operates in a professional office environment. Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to speak or hear, stand or sit for long periods of time, open filing cabinets, walk, stoop or bend, use hands to handle or feel and reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds and complete tasks requiring manual dexterity. Ability to drive a vehicle for travel is required for the position.

Premier Financial Corp is an Affirmative Action and Equal Opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or any other legally protected status.

The above statements are intended to describe the essential functions of the job and the qualifications of the person assigned to it. They are not intended as an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description does not constitute a contract of employment. Employment is “at will” and may be terminated at any time.