Office Manager - New Haven Job at City National Bank of WV
Equal Opportunity Employer
Office Manager - New Haven
Full-time/ Non-exempt
Summary Description
Efficiently oversees the general operations of the branch to ensure quality service. Supports the Branch or Regional Manager in supervision of the branch staff. Provides excellent customer service, ensuring that all customer needs are met. Responsible for actively promoting, selling, cross-selling and referring the bank’s products and services to prospective and existing customers. Opens and maintains all types of customer product accounts and serves as primary contact for resolving routine and complex problems on customer accounts. Provides assistance to all areas of the branch as needed.
Essential Functions
Consistently executes City’s phone, platform and CSR service standards to provide an excellent customer experience
Displays a positive and professional attitude at all times
Actively promotes and sells the bank’s products and services to prospective and existing customers by using City’s customer conversation model to uncover customer needs.
Assists Branch Manager in leading and coaching branch staff to cross-sell bank products and make referrals to other departments appropriately
Maintains an up to date working knowledge of the bank's products and services
Maintains a thorough knowledge of the bank’s operating systems, policies and procedures
Assists with routine maintenance and complex service issues; sees through to completion
Assists customers with loan applications, recommends appropriate loan structure, gathers required documents, submits package to retail loan department and closes retail loans as needed.
Meets minimum individual production levels for retail loans, checking accounts and mortgage referrals; actively contributes to branch goals
Develops and maintains customer relationships; actively seeks referral resources from existing customers
Refers customers to other departments and business partners appropriately
Seeks and maintains an active level of community involvement
Acts as primary branch contact in absence of Branch Manager
Maintains a general knowledge of the competitive environment
Completes all required training within predetermined time limit
Adheres to all bank regulatory, audit, and compliance policies and procedures
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job
Position Requirements
High school diploma or equivalent
2+ years of demonstrated sales and service skills
2+ years of customer service experience
Ability to multi-task, organize and prioritize effectively
Displays professional dress and demeanor
Personal computer proficiency
Must be compliant with Loan Officer Requirements of the SAFE Mortgage Licensing Act and Regulation Z. Compliance includes a review of the candidate’s financial responsibility, character, and general fitness prior to placement in role. Within 30 days of employment, employee must comply with NMLS registration and corresponding background check requirements
2+ years of banking experience preferred
Previous supervisory experience preferred
Typically the employee may sit to perform work; however, there may be some standing, walking, bending and lifting 5–10 pounds
Work is generally performed indoors in environmentally-controlled conditions
Critical Skills / Expertise
Excellent customer service and sales skills
Strong leadership skills
Excellent oral communication and listening skills
Knowledge of the bank’s operations, policies and procedures
Demonstrates good judgment and problem-solving skills
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