Office Manager & Customer Experience Leader

Evolving Solution Services; Martinsburg (WV); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

Short-Term Disability

Long-Term Disability

Life Insurance

401(k) Plan

Paid Federal Holidays

Vacation, Sick and Personal Time Off

Job summary

Jefferson Security Bank is seeking an Office Manager in Martinsburg, WV to lead daily office operations, coach staff, and deliver exceptional customer service while promoting the Bank’s values. You will handle budgeting, policies, and security, and actively cultivate local relationships to grow business.

The role emphasizes leadership, process improvement, and adherence to regulatory requirements, including BSA. Strong communication and organizational skills are essential for success.

Qualifications

• High school diploma or GED equivalent preferred and 3-5 years’ experience in a financial services capacity.
• Ability to problem solve within established policies and procedures, with an understanding of relevant state and federal regulations and laws, including especially the Bank Secrecy Act requirements including: Currency Transaction Reports and monitoring and reporting as appropriate any suspected suspicious activity.
• Excellent customer service skills, attentiveness, information retention, tact and diplomacy in dealing with both customers and employees.
• Ability to recognize cues for sales opportunities and identify unexpressed customer needs.
• Strong organizational and communication skills.
• Knowledge of BSA and other relevant compliance regulations
• Excellent leadership abilities

Responsibilities

• Develops a culture within the office in which quality and continuous improvement on all performance accountabilities are understood and utilized by all employees.
• Foster an atmosphere of collaboration across departmental areas to encourage teamwork in order to promote referral opportunities between internal business partners.
• Proactively identifies process and procedural efficiencies to enable an exceptional customer experience.
• Identify and recommend needed revisions of department policies and procedures.
• Manages, coaches, directs and motivates every branch team member to promote service excellence and maximize opportunities to broaden customer relationships through active listening, anticipating needs and recommending the most appropriate solution to help our customers achieve their goals.
• Manage policies, standards, practices and security measures for all department functions to ensure effective and consistent department operations.
• Manage branch personnel including training, mentoring and developing skills; monitoring, evlaluating and coaching performance; and staffing, scheduling, proritizing and delegating work assignments.
• Supervise the day to day operational functions of the office including, but not limited to, reconcilement of cash; oversight of teller operations and customer service duties and assist with customer transactions and inquiries.
• Develop, drive, monitor and report progress on office goals, objectives, standards and strategies.
• Educate employees on all products and services offered.
• Administer branch budgeting, purchasing and record retention for business expenses
• Facilitate regular employee meetings to discuss goals, disseminate information and discuss operational issues.

Skills

Customer service

Leadership

Communication

Problem solving

Organizational skills

Education

High school diploma or GED

Job description

Jefferson Security Bank is seeking an Office Manager in Martinsburg, WV to lead daily office operations, coach staff, and deliver exceptional customer service while promoting the Bank’s values. You will handle budgeting, policies, and security, and actively cultivate local relationships to grow business.

The role emphasizes leadership, process improvement, and adherence to regulatory requirements, including BSA. Strong communication and organizational skills are essential for success.