Client Service Manager, Mountain View

Position Number: CSM, MV
Location: Mountain View, CA
Hours: M-F/Sat.

Position Summary:

The Financial Center Client Service Manager is responsible for management and daily operations of the Financial Center including; sales, security, member service, and compliance at the branch level. Models quality service, supports all elements of the Service Level Agreement and lives the Tech CU Values. These responsibilities and duties will be conducted while operating under the policies, procedures and guidelines of Technology Credit Union.

Responsibilities:

Service/Operations

Motivates staff to achieve/maintain a level of member service consistent with quality standards.
Provides exemplary member service, modeling all Financial Center Service Level Standards.

Provides guidance to Financial Center staff in the research and resolution of complex problems. Is responsible for the satisfactory resolution of member complaints/issues received at the branch.

Provides transaction override and approval within policy guidelines; verifies cash drawer balances daily; oversees major vault transactions and transfers; conducts cash counts and audits.

Monitors Financial Center security effectiveness, and supports periodic staff review of appropriate security procedures and standards.

Trains staff on products and services, regulatory compliance, policies and procedures, and sales/service techniques. Ensures that all procedures provide for optimal member service, employee security and safety.

Coordinates scheduling, daily work routines, and delegation of duties among staff.


Sales

Provides sales coaching to Financial Center staff modeling effective sales techniques.

Explains standards, defines desired performance, and clarifies accountabilities for staff.

Monitors and reports on branch performance against approved operational/sales goals and objectives. Establishes with manager goals for team improvement.

Reinforces appropriate product referral and Service Level Standards behaviors.

Ensures attainment of sales goals set for the Financial Center.

Participates in member company on-sites, credit union league or community events and/or volunteer activities.


Staff Supervision
Share with all employees a clear and accurate Position Description, which lists responsibilities, behaviors and activities expected of an employee in the position.

Coaches & directs each staff member monthly through a Connections meeting.

Imparts knowledge to staff regarding both operational and member service policies & procedures.

Actively participates in introduction of new products and new procedures. Becomes subject matter expert, in these areas, for the staff.

Recognizes/celebrates staff achievement and reinforces peer recognition among team members.

Recommends merit increases and conducts performance evaluations of direct reports.

Keeps AVP Financial Center Manager informed regarding successes/activities/major issues.

Participates in weekly Financial Center staff meetings designed to resolve problems encountered in applying policies & procedures.


SUPERVISORY FUNCTIONS
Establishes scope of authority and responsibility for direct reports.
Engages with direct reports and peers to align goals, establish performance metrics, provide feedback and develop talent.
Manages/monitors budget to maximize operating efficiencies.
Reviews and responds to concerns raised about the Department identified in audit/regulatory reports.
Supports established policy & procedures; recommending changes as needed.

WORKPLACE ESSENTIALS

Supports the Credit Union’s Mission & Vision and Lives the Tech CU Values (Accelerate, Collaborate, Innovate, & Cultivate).
Meets on a monthly basis with manager to discuss goal alignment, performance metrics, and development plans.
Adheres to Policy & Procedure put forth in employee handbook; upholds employee Code of Conduct/Ethics, and ensures confidentiality of the workplace.
The employee will comply with all rules and regulations as defined by applicable regulatory agencies. The employee will also adhere to all internal controls and security measures designed to ensure regulatory compliance with State and Federal laws.

Qualifications:

Typically has at minimum:

Education: High School diploma or equivalent, plus additional business/vocational education. AA degree in related business discipline or equivalent experience desired. Courses in business and supervision necessary to develop and maintain management proficiency.

Experience: 2 to 4 years' increasingly responsible experience in related disciplines, including staff supervision, cash and new accounts operations, in a credit union or other financial institution environment. Must possess a strong service orientation and sales culture focus.

Knowledge/Skills: Strong leadership, consultative sales, coaching and communications skills. Strong orientation towards sales & service, team, and staff development. Thorough knowledge of lending regulations, Financial Center policies and operational/lending procedures. Proficiency in PC applications including Microsoft Word, Excel, and Outlook.

Travel: Holds a clear & valid California Drivers’ License. Possess current automobile insurance. Willingness to drive one’s own auto to conduct Credit Union business. Applicable IRS mileage reimbursement rate will be provided for business/credit union approved business travel within Bay Area Counties: Alameda, Contra Costa, San Francisco, Santa Clara, Santa Cruz and San Mateo counties.

Physical Requirements: Ability to sit 70% of the day. Keyboard and read computer screen for 85% of time during which one is seated. Move about the department approximately 30% of the day and occasional lifting up to 15 lbs.


THIS POSITION DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THE INCUMBENT EMPLOYEE. HE OR SHE MAY BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES/PROJECT RESPONSIBILITIES AS DIRECTED BY HIS OR HER MANAGER.

Starting Pay Range:

$42,300-$54,000



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