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First Merchants Bank Banking Center Customer Service Manager in Plymouth, Michigan

font class="bold"Description/fontdivPosition Goals:With the partnership of the banking center manager develop and implement a sales plan for the banking center to achieve the strategic and tactical goals of the company. Provide guidance to the banking center staff to ensure the delivery of a meaningful customer experience. Take a lead role in coaching and developing the team to exceed sales and referral goals and deliver high quality customer service expectations. Partner with Banking Center Manager to ensure the operational soundness of the banking center through training, inspecting and coaching to policies and procedures. Serve as a key member of the banking center management team to ensure delivery of the whole bank to both new and existing customers.Essential Duties and Responsibilities:olliPartner with the banking center manager to develop, implement and lead sales tactics and strategies for the banking center to drive individual and team sales productivity while growing market share for deposits and loans through the following responsibilities:/liliEngage the team in the sales management process including direct leadership of huddles, weekly sales and platform meetings, touch bases and coaching sessions./liliEstablish weekly and monthly goals for service associates and customer service representatives to support the overall team goals./liliMeet and/or exceed all established team scorecard goals and metrics for the banking center and contribute to the growth of the banking centers deposit and loan portfolios through referral and sales processes./liliProvided balanced feedback through ongoing informal and formal documented coaching sessions monthly as a part of the Sales Management Process./liliActively produce individual referrals to model and lead the team in the attainment of referral goals./liliParticipate in and coach to teleconsulting activities including call blocks and call nights to achieve all weekly partner referral and appointment goals./liliUtilize the kiosk to provide education and help new and existing customers enroll in electronic banking products and services as needed./liliFill in service and sales gaps as needed, i.e. open accounts and take loan applications./liliEffectively utilize and coach to the guided conversation to deepen client relationships and deliver the whole bank through cross selling and partner referrals to increase share of wallet./liliActively participate in the recruitment and hiring of Associates./liliComplete Performance Evaluations employees./liliProvide high quality customer service on a wide variety of banking matters to nurture and grow both new and established long term relationships.olliBe highly responsive to process non-monetary requests for customers i.e. approve checks for cashing, accept and process stop payment requests, order debit cards, complete address changes and process check orders./liliBe the first person to provide assistance on the teller line during peak times or when needed to help reduce wait times and fill service gaps./liliResolve customer inquiries, problems and complaints with scope of authority while proactively using service to sales techniques to provide solutions to customers for current financial needs./liliUse feedback from Customer Service surveys to coach team members to build customer loyalty and create customer advocates./liliProvide assistance with maintaining customer records and accounts./liliEngage banking center team and business partners to assist customers with a variety of personal and business banking needs./li/ol/liliEnsure banking center team and partners deliver upon Gold S

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