Customer Service Manager

About the role

Mirabol Integrated Services is hiring a Customer Service Manager for its banking center in Delta, Marina. The manager leads the team in sales and service activities, sets targets, coaches staff and contributes to the growth of the center's deposit and loan portfolios.

Key responsibilities

• Engage the team in the sales management process, including leading huddles, weekly sales and platform meetings, and holding touch base and coaching sessions.
• Set weekly and monthly goals for service associates and customer service representatives, and meet or exceed the team scorecard goals and metrics for the banking center.
• Contribute to the growth of the deposit and loan portfolios through referral and sales processes, and personally produce referrals to lead the team toward referral goals.
• Fill service and sales gaps as needed, such as opening accounts and taking loan applications.
• Coach the team in guided conversations to deepen client relationships and increase share of wallet through cross-selling and partner referrals.
• Complete bi-annual performance evaluations for service associates and customer service representatives.
• Provide high-quality customer service on a wide range of banking matters and resolve inquiries, problems and complaints within scope of authority, using service-to-sales techniques.
• Use feedback from customer service surveys to coach team members toward customer loyalty and advocacy.
• Oversee and take part in the daily security checklist, including operational oversight, opening and closing the banking center, audits and balancing.
• Perform other duties as required by business needs.

Required profile

• A minimum of 7 years of experience.
• A minimum of a degree in a related field.