The Client Service Manager provides client service and operational leadership within the branch. This position is responsible for compliance with regulatory, security and internal audit controls and manages daily operations of the branch to insure quality service.  Responsible for the management, staffing, coaching, and motivating of Tellers; provides limited teller line coverage, typically during peak periods.  Serves as the primary troubleshooter for problems/complex client service needs incurred at the teller line with goal of retaining the client.  Promotes and provides distinctive quality service to enhance client relationships with Key.  Continuously looks for sales opportunities by uncovering financial needs and ensuring that the client is communicated with for possible product opportunities.

 

Assumes responsibility for branch operations, sales and service as requested. Provides direction and guidance for branch staff on operational/regulatory procedures. Ensures compliance with operational, security, and audit procedures. Responsible for fraud loss research and processing of charge offs. Responsible for managing, staffing and scheduling of the Tellers. Trains new Tellers on policies and procedures. Observes and provides coaching to Tellers to enhance referral and operational effectiveness. Primary troubleshooter for problems and complex client service needs incurred at the teller line. Provides limited teller line coverage typically, during peak periods.  When performing teller duties, maintains responsibility for cash drawer and follows proper balancing procedures. Is cross-trained to work on platform and perform basic account opening and maintenance activities. Acts as a resource to identify and resolve more complex client servicing issues. Supports sales goals through identification of prospects and referrals to sales experts. Accepts and accurately process all financial service transactions. Meets established referral production goals. Performs routine maintenance on client profiles as requested.

A minimum of 5 years cash handling experience. Strong knowledge of branch operations. Demonstrate superior client relationship skills. Excellent communication and interpersonal skills. Strong detail orientation. Demonstrate organizational skills while managing multiple tasks. Demonstrated ability to lead, motivate and foster teamwork. Ability to use: Telephone, Fax, Copier, Calculator, Branch Teller Workstation (Teller 21 system), PC with Windows based applications, Key Counselor.

High School Diploma or equivalent business/operational experience.