39447 Service Manager - Elmhurst

Service Manager – Elmhurst, IL

 

MANDATE
To create a positive image of the Bank by overseeing all functions of the Service Manager (Teller staff) to ensure customers are provided with exceptional service.  This position has supervisory responsibility for the Service Manager (Teller) staff.

KEY AREAS OF ACCOUNTABILITY

A.  Service Team Performance
B.  Superior Customer Service
C.  Product Knowledge and Referral Development
D.  Risk management
E.  Leadership for staff performance

ACCOUNTABILITIES

A. Service Team Performance
• Provide professional and courteous service in processing a wide variety of day-to-day and special service customer transactions.
• Resolve customer related issues promptly using knowledge of bank services, products and processes.
• Meet or exceed all personal referral goals as defined by referral program or by Bank Manager.
• Oversees daily staffing (including breaks and lunches), to minimize customer wait times and enhance service levels.

B.  Superior Customer Service
• Identify customer needs and matches needs with appropriate product or service, makes referrals to other team members, including across lines of business (i.e., One Harris Referrals), as assigned by Bank Manager.
• Ensure the Teller staff possesses the necessary skills to understand and execute customer banking transaction needs, and are proactive in offering suggestions and options.


C. Product Knowledge and Referral Development
• Identifies customer needs and matches needs with appropriate product or service, utilizing opportunities to suggest or cross-sell other bank products and services.
• Makes qualified referrals to other team members including other lines of business.
• Meets or exceeds all personal referral goals as defined.
• Participates in all training relative to bank products and services.
• Supports bank’s community involvement and participates in community activities as required.

D.  Risk Management
• Identifies risks associated with regulatory compliance, overdraft authority and bank secrecy act
• Adheres to all bank policies, directives and procedures
• Completes all branch audits in appropriate time frames; monthly, quarterly, biannually, and annually.
• Fosters a team approach ensuring audit requirements are achieved.
• Understands, applies and enforces dual control procedure at all times.
• Conducts ongoing robbery training with staff.
• Disseminates all fraud related alerts and conducts training with staff to reduce fraud losses.
• Understands systems functionality and ensures transactions are input appropriately; responds to system messages to evaluate risk associated with transaction and accountable for granting overrides.
• Ensures all necessary documentation is completed for all transactions.
• Maintains cash supply at each service representatives’ window, vault and oversee vault security and teller alarm equipment
• Ensures all security measures are followed.

E.  Leadership for Staff Performance
• Manage, coaches and develop the Service Manager (Teller) staff by assigning work, training, answering questions, solving problems, helping with complex transactions and sensitive customer relations problems/complaints.
• Ensure the Teller staff possesses the necessary skills to understand and execute customer banking transaction needs, and are proactive in offering suggestions and options on the different products to other lines of business.
• Provide Human Resource Management for all teller/teller supervisor jobs including PPA's, Developmental Plan/Training, Goal Setting and Corrective Action.
• Coordinates daily work routines and assigning duties for Service Manager (Teller) staff.
• Participate in the hiring process for the Service Manager (Teller) team.
• Hold Service Manager (Teller) team meetings, including Daily Huddles.


AUTHORITIES  
Supervise the activities of the Service Manager staff by assigning work, training, answering questions, solving problems, helping with complex transactions and sensitive customer problems/complaints.  Provide leadership through recognizing, coaching, stimulating, visioning and team building.  Handle equipment and system issues including false alarms.  Monitor teller difference records.  Maintain attendance record and vacation schedules.


CROSS-FUNCTIONAL RELATIONSHIPS
This role requires the incumbent to interact with the following key roles:

• Service Manager
• Bank Manager / Assistant Bank Manager
• Regional Operations Manager

 

KNOWLEDGE AND SKILLS

a) Knowledge:

Education:
- High School education or equivalent
- College or other courses related to retail banking preferred

Experience:
- 5 years of teller or related work experience
- Bank Secrecy Act experience
- Previous supervisory experience preferred


b) Skills:  
- On-line procedures, deposit/check processing,
- Personal Banking products/services, and commercial deposit products
- Compliance training

c) Communication Skills:
- Must be able to disseminate valuable information in a timely manner and have the ability to decipher and react to urgent requests, when appropriate
- Correspond clearly and concisely in all business writing and verbal communications
- Ability to give direction, set limits, and hold people accountable for high performance
- Ability to manage difficult conversations with employees and give positive feedback and motivation

d) Risk and Compliance management:
- A strong knowledge of all applicable regulations, audit standards, and related corporate policies, procedures and directives
- Ability to demonstrate sound judgment, decision making and discretion
- Ability to assess risk in order to mitigate loss to the branch and organization

e) Operational and People Management:
- Ability to adapt in a rapidly changing environment
- Thorough understanding of all retail and commercial transaction processes and all products/services
- Ability to share knowledge and promote staff learning and development
- Ability to identify skill sets in others and to assign tasks appropriately
- Ability to foster teamwork, recognize and reward achievements, inspire trust and motivate others
- Ability to create an environment that promotes customer service internally and externally, and building lasting relationships thorough exceptional customer service
- Ability to make sound decisions, ensuring that decisions achieve results in a timely manner
- Ability to take responsibility to team performance and development


WORKING CONDITIONS

This role operates within an office environment with minimal exposure to discomfort or risk of ill health.  Some working conditions include the need for some heavy lifting, concentration to understand the customer’s questions or expectations and deadline pressures to complete customer transactions.

BMO Financial Group thanks all applicants. We advise that only those who qualify for an interview will be contacted.

At BMO Financial Group, we are committed to diversity and equitable opportunity for all individuals.

 

We reward our talented professionals with a base salary and competitive compensation package, life, health, dental, pension plan, 401(k) and an exceptional working environment.

 

To explore this opportunity to join Harris N.A., visit our website and apply for position #39447 at www.harrisbank.com