The Customer Service Manager with Community Bank in La Grande is expected to assist the Branch Manager in the efficient, effective management of a full-service branch office, ensuring that established policies and procedures are followed. The Customer Service Manager is responsible for completing and/or overseeing the day-to-day operations as delegated by the Branch Manager. Community Bank expects all employees to comply with the responsibilities of their assigned position to the highest degree of performance by:

• Adhering to the Company’s policies and supporting Management decisions and goals in a positive, professional manner.
• Representing Community Bank with a high level of integrity and professionalism.
• Maintaining knowledge and understanding of banking rules, regulations, laws and all policies and procedures pertaining to them including, but not limited to, the Bank Secrecy Act.
• Demonstrating a willingness to adapt to changing business needs and deadlines.
• Possessing a work ethic that includes neatness and punctuality.
• Exhibiting a professional, business-like appearance and demeanor.
• Treating all individuals and groups with respect and dignity.
• Performing the essential functions of their job safely, without endangering the health and safety of themselves or others.

Essential Functions:

• Responsible for the overall safety, security and day-to-day operations of the branch.
• Ability to set the tone of the branch to provide an exceptional customer experience and a dynamic, engaging culture.
• Process and oversee technical tasks such as opening and closing the branch, overdraft monitoring, wire transfers and collections, stop payments, and monitoring branch controls.
• Develop and maintain in-depth knowledge of all operational requirements, processes and procedures.
• Responsible for complying with, and ensuring staff follows, policies, procedures, security requirements, and government regulations.
• Responsible for supervising, training, scheduling, assigning work to, and evaluating job performance of Tellers and Personal Bankers, making recommendations regarding hiring and salary, along with necessary discipline.
• Establish regular coaching with your team to review goals and highlight further personal development. Consistently provide guidance and training to the team.
• Conduct regular meetings to keep staff informed of products, services, and procedures, fraud mitigation scenarios and to resolve open issues.
• Maintain a high level of employee morale to minimize turnover and maximize customer service satisfaction.
• Develop strategies to have difficult conversations with customers when necessary, with the goal of a positive outcome. Escalate to your supervisor when appropriate.
• Ensure all transactions have been processed at the close of each business day and address and escalate (if appropriate) branch cash outages.
• Responsible for satisfactory branch audits.
• Delegate and track monthly, quarterly and annual certifications.
• Ensure that ATMs are serviced, operational and balanced each day.
• Represent the Bank by being involved in and joining service clubs, area organizations and attending community events and meetings.
• Responsible for completing timecards each day worked; communicating leave requests or timecard corrections to supervisor as needed.
• Maintain positive internal business relationships.
• Provide superior customer service.

Additional responsibilities:

• Backup Teller and/or Personal Banker duties when needed.
• Source, originate and process simple to complex consumer loans.
• Resolve conflict with minimal help.
• Review employee timecards, edit, correct and approve each pay period; monitor employee leave time to insure it is being used according to company policy; notify Human Resources when an employee requests, or may require, an extended leave of absence (such as FMLA); conduct performance reviews; prepare disciplinary documentation when appropriate; and complete the necessary paperwork and process when hiring or terminating an employee.
• Responsible for completing all digital, in-person and other training courses as assigned.
• Perform other duties as assigned.

Environment and Interaction

Work areas are inside, in a climate-controlled environment, with moderate background noise. Position may involve occasional travel to branch locations. Position may involve exposure to potentially hazardous conditions (e.g., robbery).· Reports To: Branch Manager

Material and Equipment Used:

Computer, Fax Machine, Copier, Voicemail, Typewriter, Automobile, Printer, Telephone, Email, General Office Supplies

Physical Activities Required to Perform Essential Functions:

· Sitting/Mobility: Approximately 60% of time is spent working at a desk. Balance of time (approximately 40%) is spent moving around work areas.

· Communication: Ability to effectively communicate with co-workers, clients and outside agencies in writing, in person and over the phone.

· Vision: Ability to effectively use a computer screen and interpret printed materials, memos and other appropriate paperwork.

· Lifting/Carrying: Ability to transport files and supplies (up to 25 pounds).

· Stooping/Kneeling: Ability to access files and stock supplies.

· Reaching/Handling: Ability to input information into computer systems and retrieve and work with appropriate paperwork, equipment, and supplies.

Proficiencies:

• Excellent written and oral communication skills; ability to communicate effectively and project a professional image when giving and taking information in writing, in person and over the phone.
• Solid word processing and computer database skills.
• Good interpersonal skills with the ability to work with individuals and groups at all organization levels; ability to work independently and as part of a team.
• Ability to take initiative and prioritize tasks; good time-management, organizational, problem-prevention and problem-solving skills.
• Knowledge and understanding of banking rules, regulations, laws and all policies and procedures pertaining to them including but not limited to the Bank Secrecy Act.
• Complete familiarity with the Bank’s savings, checking and lending policies and guidelines, as well as specific loan programs, qualifications, insurance, etc., to provide full savings and loan services.
• Thorough knowledge of branch operations to coordinate daily functioning of the branch and to resolve employee and customer problems.
• Excellent customer service skills with the ability to conduct customer escalation calls and deal with potential savings and loan customers.
• Strong analytical ability with active listening skills.
• Ability to work accurately with close attention to detail.
• Ability to maintain confidentiality of sensitive information.
• Ability to study and apply new information.

Education and Experience:

• High school diploma or equivalent.
• At least three (3) years of progressively more responsible experience within a financial institution to gain necessary experience and background knowledge to manage a full-service branch and deal effectively with employee and customer relations matters.
• Must be bondable.

Company Benefits:

• Comprehensive employee benefits, including: medical, dental, vision, LTD, and life insurance, HSA contribution
• Paid vacation, sick, plus federal holidays
• 401k with employer match
• Tuition reimbursement
• Employee stock/profit sharing plan