Customer Service Manager

Republic Bank Of Chicago; Chicago (IL); On-site; USD 65,904,000 - 88,828,000; Full time

Benefits offered by this job

Competitive salary

PTO

Health, dental, and vision insurance

Retirement benefits - 401k

Parental Leave

Disability coverage

Life insurance

Wellness benefits

Job summary

Republic Bank Of Chicago seeks a Customer Service Manager to oversee Teller and Personal Banker duties, ensuring efficient branch operations and compliance. The role includes coaching staff, expanding customer relationships, and handling a variety of transactions with a focus on service quality.

The candidate will lead a team, cross-sell products, and monitor daily activities while maintaining strong customer satisfaction and adherence to policies.

Qualifications

• Extensive cash handling and basic math proficiency.
• Proficient computer skills.
• Excellent written and verbal communication.
• In-depth knowledge of banking policies and procedures.
• Ability to take initiative and solve problems.
• Ability to establish oneself as a leader.
• Team player with flexibility in scheduling.
• Five years of related banking experience (retail/sales).
• High School Diploma or equivalent required.

Responsibilities

• Provide service leadership within the branch and develop the teller team.
• Cross-sell bank products and assist with opening/closing accounts and transactions.
• Handle daily account transactions, maintenance, and customer correspondence.
• Review daily file maintenance and new account reports.
• Monitor NSF and overdraft activity.
• Promote and implement sales initiatives and customer service.
• Train and support new Personal Bankers and Tellers.
• Participate in hiring, promotion, and performance evaluations.
• Join and support a compliant and customer-focused team.

Skills

Cash handling

Computer skills

Public interaction

Reading & writing

Banking knowledge

Initiative & judgement

Leadership

Teamwork

Sales initiative

Flexible scheduling

Education

High School Diploma or equivalent

Job description

General Function

The role of the Customer Service Manager is to perform the duties of a Teller and Personal Banker, oversee daily Teller and Personal Banking, ensure that all branch operations are effective and compliance requirements are met. Provide performance coaching to the branch staff to meet client acquisition and customer service objectives and to assist platform staff with basic account opening and maintenance activities. Establish new and increase existing customer account relationships through sales and referrals of retail, commercial, and other line of business products and services. Manage a fund of cash and process a variety of commercial, savings, and other transactions for customers and the general public while maintaining a superior level of customer satisfaction and quality control.

• Provides service leadership within the branch and manages/develops the teller team.
• Perform daily responsibilities to include cross-selling additional bank products, along with knowledge of opening and closing accounts, servicing customers, processing stop payments, wire transfers, telephone transfers, placing check orders, processing special instructions on accounts and performing general file maintenance.
• Perform daily office responsibilities and tasks such as account transactions, account maintenance, customer correspondence, balancing consistently, balance and monitor cash items, order and prepare cash shipments, and process collection items.
• Responsible for the review of daily file maintenance and new account reports.
• Accountable for daily NSF review/weekly overdraft monitoring.
• Effectively and efficiently cross-sell bank products and services to both current and potential customers.
• Promote and display effective planning and organizational skills, dependability, flexibility, and enthusiastic participation of change and innovation including opening and closing the branch as needed.
• Provide training and support to new and less experienced Personal Bankers and Tellers, answering questions and finding solutions to customer issues that require more experience.
• Recommends hiring, discipline, promotion, transfers, and termination of teller staff.
• Conducts performance evaluation for tellers and resolves grievances.

TITLE: Customer Service Manager

DEPARTMENT: Retail - Devon

General Function

The role of the Customer Service Manager is to perform the duties of a Teller and Personal Banker, oversee daily Teller and Personal Banking, ensure that all branch operations are effective and compliance requirements are met. Provide performance coaching to the branch staff to meet client acquisition and customer service objectives and to assist platform staff with basic account opening and maintenance activities. Establish new and increase existing customer account relationships through sales and referrals of retail, commercial, and other line of business products and services. Manage a fund of cash and process a variety of commercial, savings, and other transactions for customers and the general public while maintaining a superior level of customer satisfaction and quality control.

Essential Duties And Responsibilities

• Provides service leadership within the branch and manages/develops the teller team.
• Perform daily responsibilities to include cross-selling additional bank products, along with knowledge of opening and closing accounts, servicing customers, processing stop payments, wire transfers, telephone transfers, placing check orders, processing special instructions on accounts and performing general file maintenance.
• Perform daily office responsibilities and tasks such as account transactions, account maintenance, customer correspondence, balancing consistently, balance and monitor cash items, order and prepare cash shipments, and process collection items.
• Responsible for the review of daily file maintenance and new account reports.
• Accountable for daily NSF review/weekly overdraft monitoring.
• Effectively and efficiently cross-sell bank products and services to both current and potential customers.
• Promote and display effective planning and organizational skills, dependability, flexibility, and enthusiastic participation of change and innovation including opening and closing the branch as needed.
• Provide training and support to new and less experienced Personal Bankers and Tellers, answering questions and finding solutions to customer issues that require more experience.
• Recommends hiring, discipline, promotion, transfers, and termination of teller staff.
• Conducts performance evaluation for tellers and resolves grievances.

Minimum Knowledge, Skills And Abilities Required

• Extensive cash handling, which requires ability to perform basic math functions.
• Proficient computer skills.
• Extensive contact with the public, necessating the ability to present and maintain a professional image at all times.
• Ability to properly read and write well enough to communicate in both oral and written form.
• In-depth knowledge of banking policies, procedures and regulations in order to perform duties with minimal supervision.
• Ability to take initiative and utilize sound judgment in decision-making and higher-level problem solving.
• Ability to establish self as a leader, to not only perform in a leadership role, but to also be recognized by others as a leader.
• Must be able to work in a team environment with the ability to interact well, and in a positive manner, with co-workers and management.
• Must have the ability to demonstrate a sales initiative.
• Need to have flexibility in scheduling.

EDUCATION And/or EXPERIENCE

• High School Diploma or its equivalent.
• Minimum five (5) years related banking experience in retail banking and/or sales; or equivalent combination of related education and experience.

What We Offer

As part of our commitment to your physical, emotional, and financial wellbeing, we proudly provide a comprehensive benefits package, which includes:

• A competitive salary range estimated at $23 - $31 per hour for this position. (Final compensation may vary based on experience, skills, and qualifications)
• Generous Paid time Off (PTO) to help you rest, recharge, and take care of what matters most
• Health, dental, and vision insurance with tax-advantaged FSA and HSA account options
• Retirement benefits including 401k plan with discretionary matching contributions.
• Childcare assistance program to support working parents and their eligible dependents
• Parental Leave for both primary and secondary caregivers
• Short-term and long-term disability coverage for long-term income security
• Basic Life and AD&D insurance with elective additional coverage for you, your spouse, or children
• Mental health & wellness benefits including bank-paid Headspace meditation app subscription and access to our Employee Assistance Program

Join us and be part of a team where your contributions are valued and supported. We look forward to meeting you!

Additional Responsibilities

Every employee of Republic Bank is responsible for knowing and practicing Bank Secrecy Laws (AML/CIP/SAR/CTR/OFAC), the USA Patriot Act, and other related regulations as they relate to their specific job function. Training will be provided during your Introductory Period and annually thereafter. If you need additional training, you are responsible for contacting your immediate supervisor.

We look forward to working with you and to the contributions you will make to Republic Bank of Chicago, as well as the opportunity to provide you with professional growth. However, we recognize that you retain the option, as does Republic Bank of Chicago, of ending your employment with us at any time, with or without notice and with or without cause. As such, your employment with Republic Bank of Chicago is at-will and neither this job description nor any other oral or written representations may be considered a contract for any specific period of time.