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Valley Bank · 2 months ago

Service Excellence Manager

Belleville, NJ, 07109, United States

Full-time

Onsite

Mid Level

Valley Bank is a financial institution seeking a Service Excellence Manager to enhance customer satisfaction within the branch. The role focuses on providing exceptional customer service, promoting branch identity, and achieving sales goals while ensuring compliance with banking policies and procedures.

Banking

H1B Sponsor Likely

Responsibilities

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 and programs

Maintains knowledge and compliance with the Bank's Code of Conduct and all policies and procedures

Under the direction of the Market Manager, supervises all operational aspects of the branch functions to ensure satisfactory audit ratings and adherence to compliance requirements

Full knowledge of all branch operations encompassing making sound business decisions and including evaluating, honoring and approving all exception items minimizing potential loss to the bank; supervises Operational Risk

Ensure the branch complies daily, meeting all Retail Banking Policy and Procedures

Ensure Staff and Branch is in full proof daily

Order and/or prepare currency shipments, ensuring cash vault in proof daily and maintained with assigned cash limits

Maintain and prepare daily, weekly and/or monthly reports

Knowledge and review of proper account opening documentation, ensuring proper documentation is collected and maintained to comply with policy and procedure, including the completion of timely site visits

Knowledge of KYC (Know Your Customer) and CIP (Customer Identification Program)

Knowledge of wire documentation, with responsibility for obtaining proper documentation and approvals prior to sending a wire

Oversees timely submission and accuracy of all Branch Management Operational reports, AML reporting and audits as required, including reconciliation of Branch general ledger accounts and other report inconsistencies, knowledge of Suspicious Activity red flags

Represent VNB in dealing with customer complaints, inquiries or problems, including written correspondence; escalate through proper channels where appropriate

Complete all Learning - Development classes as required, including annual Learning Management System training

Oversees expenses within established budget guidelines (contra, branch expense)

Ensure branch appearance meets the Bank's standards including correct and complete signage, address building maintenance issues timely

Participate in, help develop and organize in-branch sales activities

Meet individual in-branch sales goals

Build and expand customer relationships to maintain deposit base and grow the branch

Qualification

Customer serviceBank products knowledgeOperational risk managementSales techniquesKYCCIP knowledgeCommunity engagementCompliance knowledgeTeam collaboration

Required

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

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

Maintains knowledge and compliance with the Bank's Code of Conduct and all policies and procedures

Under the direction of the Market Manager, supervises all operational aspects of the branch functions to ensure satisfactory audit ratings and adherence to compliance requirements

Ensure the branch complies daily, meeting all Retail Banking Policy and Procedures

Ensure Staff and Branch is in full proof daily

Order and/or prepare currency shipments, ensuring cash vault in proof daily and maintained with assigned cash limits

Maintain and prepare daily, weekly and/or monthly reports

Knowledge of KYC (Know Your Customer) and CIP (Customer Identification Program)

Knowledge of wire documentation, with responsibility for obtaining proper documentation and approvals prior to sending a wire

Represent VNB in dealing with customer complaints, inquiries or problems, including written correspondence; escalate through proper channels where appropriate

Complete all Learning - Development classes as required, including annual Learning Management System training

Oversees expenses within established budget guidelines (contra, branch expense)

Ensure branch appearance meets the Bank's standards including correct and complete signage, address building maintenance issues timely

Participate in, help develop and organize in-branch sales activities

Meet individual in-branch sales goals

Build and expand customer relationships to maintain deposit base and grow the branch

Company

Valley Bank

Glassdoor3.2

Valley National Bank is a regional financial institution

Founded in 1927

Wayne, New Jersey, USA

1001-5000 employees

https://www.valley.com/

H1B Sponsorship

Valley Bank has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (18)

2024 (13)

2023 (7)

2022 (11)

2021 (5)

2020 (5)