Manager Universal Banking Center

Summary

The manager will be a self-starter who is comfortable interacting with clients through a video link, web chat, secure email, phone, and other forms of written and digital communications to complete banking transactions, provide client service and support and recommend other products and services. The manager must be able to train, coach and develop a team consisting of various levels of banking experience in the delivery of exceptional client service and banking operations.

Additionally, the manager will lead the day-to-day operations of a blended video teller and client care team consisting of supervisors, shift leads, and universal agents (toggling between various modes of client communication and task assignments). The manager will be responsible for delivering department operating objectives, adhering to quality standards, hiring, training, and developing center staff, communicating results and improvement plans to management, developing and improving processes such as the banking app including text alerts, mobile deposits, usage of smart ATM’s/ITM’s, chat box, and all other self-service channels.

 

Responsibilities

• Improve processes, methods, procedures and coordinating activities with other internal and external business partners.

• Manage all levels of Universal Banking agents to provide front line client support via video connections, web chat, email, phone, and other electronic communications (e.g., web chat, fax, etc.).
• Responsible for supervising Universal Banking agents to provide front-line client support regarding teller transactions, digital banking, bill payment, digital Banking, alerts, electronic statements, general banking inquiries and transactions, and perform account maintenance functions.
• Lead the team by example and through clear communication of, and adherence to, defined company and departmental quality standards, codes of conduct and professionalism.
• Ensure that all transactions for the center are conducted in accordance with bank methods, procedures, and quality standards.
• Manage the daily, weekly, monthly, and annual reporting functions for the Universal Banking channel to deliver operational, management, and ad hoc reporting and business analysis.
• Provide back up for all universal banking support functions.
• Complete all personnel actions to include timely timecard approvals, annual evaluations and merit actions, performance coaching, counseling, career development.
• Define, manage, and ensure delivery of the department training curriculum for new hires and additional training / re-training to support new processes, products, and universal banking functions and capabilities.
• Support other departments (retail branches, client care, client relations) for client service issues and escalations.
• Manage the identification, development and delivery of new / improved processes related to universal banking and other internal partners (compliance, client care, lending, etc.) to ensure requests are processed in a compliant, efficient, and accurate manner.
• Work among a team of client-facing associates who are required to exhibit a strong professional and client-focused orientation in all client interactions. Ensures client experience is “fast, easy, and personal” consistent with Company client service standards.
• Lead the department in meeting operating goals and objectives through leading by example and adherence to quality standards, codes of conduct and professionalism.
• Maintain a professional and presentable appearance in all internal and external client interactions.
• Develop a Sales strategy to cross-selling clients over Glia chat.
• Train new and existing staff on Sales strategy/sales techniques using Glia chat platform.
• Provide community education outreach to fulfill CRA commitments as directed by the Company.
• Be a digital expert in educating clients and associates in our digital banking platform. This includes, but is not limited to, online banking and bill pay/external
• Observe and coach through role play, mentoring, and motivating staff on a consistent basis through weekly O3 meetings and as needed for improvement of individual performance.
• Support other departments (retail branches) for UBC/Digital client service issues and escalations.

• Supervises others, including interviewing, hiring, coaching, scheduling, counseling, motivating, training, preparing, and delivering performance evaluations, preparing and delivering discipline, and terminating, when appropriate.  Will typically supervise a staff of approximately 10 associates.  Conducts regular meetings and provides frequent feedback to associates to develop them and provide a career path for all associates whose performance supports promotion.
• Ensure work premises constitute a safe work environment that promotes positive bank image, including regular inspection for and remediation of any hazardous conditions; regular maintenance and cleaning of premises; adherence to all posting requirements in jurisdiction, including human resources and compliance postings; and provision of comfortable and appropriate space for associates to conduct banking business.
• Ensure confidentiality of client and associate information by practicing all security processes; training, coaching, and monitoring associates with respect to confidentiality policies; and ensuring that all physical security measures are in place and functioning properly, including locks, video cameras, computer access, and key access.
• Manage current and create monthly/quarterly department reports to determine whether SLAs and KPIs are being met and where there is room for improvement.
• Ensures scheduling and timecard approvals are completed on a timely basis and by the required deadline.
• Responsible for satisfactory outcome of audits/reviews by Compliance, Internal Audit, Deposit Operations, and other departments or regulatory bodies.
• Responsible for knowing, following, and ensuring all Universal Banking associates’ adherence to all bank policies and procedures and applicable state and federal laws.
• Protect all client and bank information confidentially and follow all company policies.
• Understand, communicate, and instill the Company’s mission, vision, and values (Pillars of Success).
• Complete monthly training in a timely manner to ensure knowledge of bank regulatory requirements, policies, and procedures.
• Working at the worksite during regular business hours and/or assigned hours.
• Other specified duties as assigned. 

Compensation & Benefits (for HR USE ONLY)

  

Fulltime associates are eligible for our benefits package:

• Medical
• Dental
• Vision
• 401(k) plan
• Company paid life insurance
• Short and Long-term disability insurance
• Company paid vacation, paid leave and holidays

 

This position will remain open until a qualified applicant is hired.

Qualifications

Skills

• Strong written and verbal communication skills required.
• Strong attention to detail and ability to complete work accurately.
• Ability to prioritize and organize work.
• Basic math skills required.
• Proficient in basic office skills/equipment, including computer, email, Jabber, Glia, ten-key calculator, Webex, Zoom, Microsoft Teams, typing, telephone, organizational systems, and Microsoft Office suite of products.
• Microsoft PowerBI skills preferred.
• Willingness and ability to create positive client service experience and hold others accountable for the same.
• Familiar with banking products and services.
• Ability to communicate effectively in person, on-screen, over the phone and in writing.
• Ability to identify, analyze, and define recommendations to solve problems.

Education & Experience

• High school diploma, GED, or equivalent is required, associate degree or higher preferred.
• Two years of Banking Center Manager experience preferred.
• Three years of retail banking, operations, or equivalent experience preferred.
• Two years of team management experience required.
• Two years in a client service role required.
• Minimum two years of sales experience preferred.

 

Physical Requirements 

The work environment is typical of a standard office or retail banking setting.  The position is sedentary, involving sitting most of the workday; however, the position will involve moving about the workspace to reach entrances/exits, restrooms, conference rooms, or other areas within the work environment.  Reaching may be required involving the ability to move arms in any direction.  Office equipment, such as a computer and telephone, will be used requiring the ability to manipulate a keyboard, mouse, and/or keypad.  The ability to decipher a computer screen or written documents is necessary. The ability to express or exchange ideas; impart information to clients, coworkers, or the public; or to convey detailed or important instructions; is required. The ability to receive and understand detailed information shared through oral or written communication is required.