Service Excellence Manager I - Wayne, NJ

Service Excellence Manager I

At Valley Bank, we believe in people's growth potential. We invest in it. We protect it. We focus it. For nearly 100 years, we've been the bank that clients from every industry turn to for our expertise, strategies, and advice--building the kind of trust that can fuel every goal. We are the leading relationship bank built for growth--with over $60 billion in assets, 3,800 experts, and more than 200 consumer branches and commercial banking offices in communities across the US. At Valley, we're all driven by an ambition that goes deeper than just having a job. That's why when you work for us, we make it our goal to help you focus on what drives you--working to turn your passions and strengths into assets you can use to propel your ambitions and build the professional legacy you want. Because when we say we're a relationship bank built for growth, that's not just reserved for our clients--that includes all our associates as well.

Under the direction of the Market Manager, the Service Excellence Manager provides branch staff with oversight, works with branch staff to ensure compliance and adherence to all Bank policies while providing an outstanding customer experience. Leads by example in bank product knowledge, sales and customer support. Provides a supportive work environment and guidance to branch staff to meet product sales goals and service standards.

Expected Work Hours: 40 hours to include Saturdays

Job Description

Responsibilities include, but are not limited to:

• Achieve and maintain a high level of customer service and satisfaction, individually and collectively within the branch. Provides quality customer service through personal contact with customers and prospects in adherence with company policy including, handling customer issues in person or over the phone in researching and resolving issues.
• Build and promote branch identity, drive product sales and promote overall ownership and accountability for improving customer experience and branch success. Create a welcoming atmosphere that ensures continuous client engagement.
• Meets with customers to analyze financial needs and maximize sales opportunities. Offers all bank products and assists with other service needs (account opening - maintenance and processing transactions) for existing and prospective customers. Comprehensive knowledge of all Bank products and services and the ability to discuss and demonstrate with customers.
• Ability to perform all transactions required by a customer and use appropriate technology to provide services most effectively and efficiently. Maintain and balance a cash box. Ability to utilize technology such as Teller Scanning Equipment, Cash Recycling and Cash Dispensing machines and support customers in the use of Coin Machines.
• Act as Vault Teller ensuring adequacy of Branch cash for daily transactions by assisting the branch staff in ordering and shipping currency - coin and controlling - distributing cash to Tellers in prescribed limits.
• Participates and supports CRA initiatives, activities and programs.
• Reviews and approves requests - to include approval to cash large checks, authorizing bank checks or general ledger tickets, and the approval of various reports, paperwork and cash counts.
• Works to meet existing branch performance standards in areas such as controllable operating losses through compliance with established Bank policies and procedures.
• Continues to build proficiency of banking principles and sales techniques by attending internal training, external training, and completion of continuing education courses.
• Collaborates with the Market Manager by providing feedback regarding interviews, hiring, performance appraisals and disciplinary actions for the staff.
• Assists in community events (i.e. Habitat for Humanity) etc. Participates in and supports CRA initiatives, activities.