Job Information
SMBC Assistant Branch Service Manager -Newport Beach in Newport Beach, California
JOB SUMMARY:
Assists the Branch Service Manager (BSM) in providing the operational, control and service delivery functions performed in assigned branch location in support of the Regions and Areas located in the office. Will function as BSM in their absence. May also coordinate with centralized processing and other service departments to insure timely resolution to customer inquiries. Insures high quality service delivery to all customers who interact through a branch office. Must be fully proficient in new accounts.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Customer Service: Provides high quality service to customers who contact branch office consistent with the Bank’s Mission Statement. Assists BSM in encouraging staff to cross-sell services as appropriate to meet customer needs, enhance customer satisfaction and assist in meeting branch deposit goals. Insure that customer complaints and inquiries are reported and resolved timely and effectively. Elevate customer service issues to Branch Service Manager when appropriate.
Transaction Processing: Process teller, customer service transactions in an efficient, accurate and effective manner within branch. Coordinate with and utilize centralized service and support departments to insure efficient processing. Assists BSM in overseeing and approving BSR’s work.
Risk Management/Operations Quality: Assist BSM to insure adequate control over branch assets through enforcement of bank policies, adequate oversight of branch control processes. Exercises sound judgment in approvals and recommendations. Must be fully proficient with all aspects of new accounts. Assists BSM with the monthly certification to insure it is processed and completed timely and accurately.
Human Resource Management: Assists the Branch Service Manager with the recruitment, training and motivation of staff to meet goals and provide appropriate levels of service. May also assist the BSM with performance reviews and disciplinary actions.
Staffing: Work with the Branch Service Manager to monitor work volume to insure appropriate staff levels in the branch. Coordinate work schedules to insure adequate coverage during peak periods, lunch periods and vacations. This position requires that a teller cash drawer is assumed and utilized for optimum customer service.
May be assigned other duties and responsibilities as necessary.
POSITION SPECIFICATIONS:
Education:
- Associate’s Degree preferred, with sufficient experience in branch operations and a thorough working knowledge of the branch Bank processes. Incumbents should have potential for development and promotion to next level of branch management.
Experience:
- Two to four years of progressive experience in Bank operations supervision.
Skills/ Qualifications:
- Demonstrated supervisory and customer service skills. Possess a thorough understanding of bank policy and procedure necessary for the development of solutions to problems of limited scope. Must also possess excellent written and verbal communication skills, thorough knowledge of Bank systems/processes and intermediate knowledge of MS Word and Excel