The Customer Service Manager, who reports to the Regional Branch Supervisor, is responsible for the operations of the branch office including all teller functions, enforcement of policies and procedures, regulatory compliance, new business development and retention, branch security, internal controls and physical facilities. This position supervises the Customer Service Staff to ensure courteous and friendly service to meet customer needs in an efficient and productive manner. The Customer Service Manager identifies training needs and issues, plans and organizes work schedules and assignments, and recommends actions to be taken to improve performance. This position is also instrumental in handling customer concerns and branch problems, and takes or recommends actions to resolve them. The CSM also assists in efforts to identify, solicit and refer potential loan customers to qualified loan officers, as well as to provide any needed assistance to lending personnel, as directed by Branch Administration.

MINIMUM QUALIFICATION REQUIREMENTS

• Banking experience.
• Cash handling experience.
• Some supervisory experience.
• Strong technical knowledge in all aspects of teller operations and transactions.
• Strong knowledge of Finance Factors depository products and services.
• Basic knowledge of Finance Factors lending products and services.
• A thorough understanding of FDIC compliance regulations, the Bank Secrecy Act, branch security and safety requirements, customer and company information security requirements, and other regulatory requirements, as applicable.
• Knowledge of the company's organizational structure, and the interrelationship between management, business entities, operating units, and Finance Factors departments.
• Able to effectively supervise customer service representative staff.
• Ability to communicate, contribute and work together as a team with co-workers.
• Must be able to handle difficult issues professionally with minimal supervision.
• Proficient in use of standard computer software programs, as required.
• Possesses an aptitude for selling and is able to effectively sell and refer products and services.
• Some ability to make basic product presentations to individuals or small groups.
• Professional and competent in conduct and appearance at all times.
• Must be able to meet deadlines and timeframes as assigned.
• Must be able to communicate verbally and in writing, ability to learn new programs and procedures and be able to get along with others.
• Ability to make decisions within authority levels and acts proactively to address any problems or customer service needs.
• High School Diploma or equivalent preferred.

ESSENTIAL FUNCTIONS

PRIMARY RESPONSIBILITIES AND PERFORMANCE STANDARDS

• By delegation, approves and signs the following forms or documents:
  • Savings/Time MPCF
  • MPCF (account maintenance)
  • Fee/penalty waiver requests
  • Routine, recurring invoices
  • FFL Check Log
  • IDP for Staff Members
  • Request for supplies and equipment forms
  • IRA Documentation
  • Request to add/delete check signers
  • Travelers' Check Log Book
  • Currency Transaction Report (CTR)
  • Time Certificates
  • Third Party exchange checks for REAL advances
  • Request for SDB refund of key deposit
  • If assigned, handles all required documentation in a timely and efficient manner
• Assists in coaching and training customer service representatives in providing courteous, efficient customer service, and in performing all required and assigned duties
  • Follows C.A.R.E. and Customer Service Standards personally and in coaching staff
  • Displays positive attitude and pleasant demeanor in branch office.
  • Be able to develop a rapport with a variety of people and build alliances to collaboratively work together toward common goals.
  • Takes the lead in the effort to promote a strong, positive and supportive team atmosphere in the branch.
  • Establish high and consistent level of customer service and satisfaction in the branch.
• Assists in staff training and development of Individual Development Plan
  • Assist the CSR’s in implementing their job objectives.
  • Provide necessary training, supervision and corrective actions to maintain teller accuracy levels to 0.40% personally and 0.60% for the branch.
• Assists in expense controls and over all branch budgeting.
  • Actively contribute to cost cutting efforts.
  • Ability to anticipate future branch expenditures.
• Takes the lead in branch deposit retention programs (implementation and reporting)
  • Oversees branch retention programs, ensuring consistent and timely action
  • Leads the branch in achievement of deposit retention of 80% and deposit growth goal as assigned.
• Assists in developing business in surrounding community and with neighboring business entities by personally visiting or calling on potential customers or referral sources
  • Makes a minimum of 5 phone calls to prospects weekly
  • Makes a minimum of 3 business development calls weekly
• Assists or assigns staff to assist branch lending personnel, as necessary
  • Ensures smooth and cooperative working arrangement with lending personnel
  • Personally assists or assigns CSR staff to assist branch lending personnel, as needed, and within the scope of allowable loan related work
• Thorough understanding of Deposit Secured Loans
  • Able to identify an opportunity to cross-sell
  • Able to thoroughly explain the product features and benefits.
  • Able to completely process and prepare documentation without supervision.
• Recognizes loan cross sell and referral opportunities
  • Identifies opportunities for cross sell of FF loan products and refers to Loan Officer
• Ensures that the branch physical security systems are functioning properly
  • Regularly tests equipment and expediently reports problems to Branch Operations Manager.
• Ensures that the branch equipment, furniture and physical condition is maintained
  • Regularly inspects and monitors condition of branch equipment and furniture
• Ensures compliance with FF policies and procedures with respect to branch operations
  • Fully understands and complies with all branch and department policies and procedures
• Ensures compliance with regulatory and legal rules, regulations and laws
  • Fully understands and complies with all regulatory and legal requirements
  • Ensure that the branch is compliant with regulatory requirements and internal policies.
• Ensures implementation and compliance with customer and company information security procedures and controls.
  • Fully understands and complies with all information security procedures and controls
  • Maintain complete knowledge and awareness of ID Theft/Red Flags and procedures
• By delegation, implements branch contingency/continuity plan, as required (note: BCP)
  • Assists in developing branch BCP in accordance with department and company guidelines
  • Performs Annual Reviews, Trainings and Testing of branch BCP
  • Performs New Hire Orientation of branch BCP
• Handles routine customer complaints, following established procedural and documentation requirements.
  • Addresses and resolves customer complaints quickly and thoroughly as necessary
  • Follows procedures to document and report customer complaints
• Performs manual Savings interest, Time interest and penalty calculations, as needed.
  • Accurately perform calculations when necessary
• Verifies and signs-off on teller final balancing forms daily
  • Confirms and ensures the accuracy and completeness of CSR work
• Accurately processes all teller transactions, including opening and closing teller window and balancing.
  • Consistently maintains teller error ratio of 0.50% or lower
  • No more than four errors in any 12 month period
• Opens new or renewed deposit accounts
  • Able to open a new deposit account within ten minutes
• Addresses basic customer needs and questions in the core product areas of savings and loans.
  • Able to assess customer needs, answer all questions and direct customers to product specialists when necessary
• Communicates regularly with Regional Branch Supervisor, Branch Staff, and Branch Administration
  • Regularly communicates with supervisor and staff on all relevant and urgent matters concerning operations, personnel or customer issues, security concerns and branch facilities
• Assists with the employee performance appraisal and assessments.
  • Able to contribute and provide feedback on staff performance appraisals and assessments under the direction and with guidance from the Regional Branch Supervisor.
• Able to sell and service Safe Deposit Boxes
  • Open new and maintenance SDB accounts on AS/400, Stand Alone and Hand Reader (Liliha and Manoa Branch).
• Complete all assigned tasks, as directed
  • Complete daily and assigned tasks accurately and in a timely manner

OTHER FUNCTIONS

• Relieves or assists at other branches or in Branch Administration as needed
  • Performs relief assignments or assists in other areas as needed
• Attends training sessions and meetings as required
  • 100% attendance for meetings or training sessions
• Responsible for completion of required branch reports
  • Completion and submission of all required branch reports when due, as assigned
• Involvement with local business or community related organizations, where applicable
  • Involvement and participation in at least one community or business organization
• Assists or participates in company functions
  • Participates in company functions as necessary, and/or feasible
• Performs all other tasks, as assigned.
  • Assists with all other tasks as directed

WORKING CONDITIONS / OTHER REQUIREMENTS

Sitting /standing for several hours, wrist twisting, fine motor manipulations, must hear quiet conversation. Work is performed on a computer at a desk or teller counter in an office setting.