Customer Service Rep. (Teller) Manager

M&I Coporation financial services company, which focuses upon developing long-term customer relationships, involvement in local community, and high quality service with a strong customer service focus.

We are currently looking for a CSR (Teller) Manager for our Ellenton location. Hours are M-F 8-5 or 9-6.

PRIMARY FUNCTION:
Coordinate, direct, and assist branch CSR staff to affect maximum customer satisfaction. Responsible for selection, training, and development of personnel; provide leadership, direction, and guidance to employees in achieving the department’s goals and objectives; answer questions and solve problems posed by other employees; handle operational aspects of the CSR area and is a resource for all branch personnel. Is a resource for other CSR Supervisors, and may act as a mentor for new supervisors. Provide extraordinary sales and service management. Establish and maintain good relationships with the branch business partners.

SPECIFIC DUTIES/ACCOUNTABILITIES:
General Administration -Approximately 40%
· Direct the development, implementation, and communication of the CSR area sales plan to support the overall retail strategies of the branch and bank in order to meet established sales and referral goals.
· Direct activities of the CSR area with respect to personnel under supervision including: staffing, promotions, career growth and development, terminations, resolving personnel problems, and recommendations of salary increases including conducting annual performance reviews.
· Make check approval decisions, ensure compliance of regulatory and operational functions, (CRA, bank secrecy), maintain CSR operational and cash requirements, oversee security and balancing of branch cash vault.
· Ensure that the DDA and general ledger accounts are cleared, maintaining balances to a minimum and all items less than 90 days old unless further documented.
· Conduct weekly sales and service meetings for the CSRs, and attend the Quarterly CSR Supervisor Meetings and distribute and implement disseminated information. Participate in various branch meetings as required.
· Adhere to policies and procedures as identified in the Branch Certification Program.
· Monitor obstacles to the selling process and work to eliminate these obstacles.
· Represent bank in community affairs and civic organizations to support Community Reinvestment Act.
· May manage multiple locations.

Coaching -Approximately 25%
· Coach CSRs in the establishment of individual referrals/sales plans and performance objectives.
· Provide guidance for the attainment of referral goals based on marketing, branch, and retail banking strategies.
· Coach and train the CSRs regarding products; quality customer service; referral techniques; how to expand/retain client relationships; operational, compliance, security policies and procedures; and problem resolution.
· Mentor and develop staff for advancement eligibility.
· Mentor and assist other CSR Supervisors.
· Coach other CSR Supervisors to better manage their branches.

Client Servicing -Approximately 15%
· Provide quality-personalized service to ensure customer satisfaction/retention in order to meet established individual and CSR Department shopping goals.
· Provide assistance to clients with non-CSR branch operational questions or needs.
· Complete customer transactions, as needed, to ensure branch meets target staffing efficiencies.

Training -Approximately 15%
· Determine training needs and recommends individual participation at training sessions based on skill deficits.
· Train and develop new CSR Supervisors.

Selling -Approximately 5%
· Recognize, qualify, and refer clients to appropriate areas in order to meet established individual and CSR area referral goals.
· Sell, service, and open new deposit accounts suitable to existing and prospective clients as needed.

Other
· Perform all other reasonable related duties as required.
REQUIREMENTS
EDUCATION/KNOWLEDGE/SKILLS:
1. College degree preferred or comparable business experience.
2. Advanced understanding of financial products and services and pricing and profitability.
3. Math skills and accuracy required.
4. 4 or more years of CSR or customer service experience preferred.
5. Previous cash handling experience required.
6. Outstanding sales experience.
7. Outstanding communication, interpersonal, and organizational skills.
8. Good keyboard/computer skills (CRT, PCTeller)
9. 3 or more years of CSR supervisor or related supervisory experience preferred.
10. Enjoys working with clients and demonstrates good interpersonal skills (courtesy, friendliness, and interest in helping clients/employees).
11. Position requires standing 75-95% and occasional lifting up to 50 Ibs.
12. Weekend or evening hours may be required.

PERFORMANCE MEASUREMENT:
Maintain an average year to date Branch CSR Incentive Performance Score between 2.5-4.0.
CSR Department meets bank standards for balancing and transaction count.
CSR Department meets shopping performance goals.
CSR Department meets daily qualified referral goals.
Adherence to documentation and compliance policies and procedures.
Branch receives a satisfactory rating on the CSR categories in Branch Certification.
Branch minimizes cash on hand to meet established Cash Manager goals.
Work with Branch Manager to establish target CSR staffing in the lobby and drive-up to accommodate fluctuating activity levels while staying within the target efficiencies.
Role model for other CSR Supervisors
Complete Seminars/Workshops that enhance supervisory skills

M&I Corporation offers a competitive salary and benefits package. For additional information about M&I Corporation, please refer to our Website at www.micorp.com.

Please apply on-line at www.micorp.com.

EEOE M/F/D/V This company is an equal-opportunity employer.