Manager - Client

The Client manager is responsible for contributing to overall branch sales efforts, maintaining first-in class service levels for their branch, and all aspects of operational integrity for the branch and colleagues.

• Responsible for hiring, development, and coaching of branch internal sales/service colleagues
• Provide the motivation and direction to colleagues to achieve exemplary service levels when working with or for the client in problem resolution
• Support internal sales activities including developing product knowledge with their team, and train/lead the sales/service team to recognize referral and sales opportunities and making appropriate product/service recommendations on a consistent basis. Work directly with the branch manager to lead with a team approach in meeting the sales goals for the entire branch. Working with internal sales/service team, will also support branch manager and RM(s) in building and maintaining their client relationships including making joint client calls as needed
• Provide expertise in risk management and loss prevention policies and procedures and are responsible for monitoring and auditing their respective office for compliance with these policies and procedures. Ensure regulatory compliance and colleague adherence to CNB policies and procedures are being met.
• For de novo branches the Client Manager will be engaged in some level of external business development activity in support of building a baseline of business for the new branch including: Leads and manages the internal sales/service process including outbound calling efforts, client/prospect site visits, cross-sell opportunities with existing portfolio, and works with internal partners for new opportunities . Acquisition of new business and personal client relationships for either their portfolio or transfer to other sales colleagues if appropriate.  Facilitate their direct reports achievement of new client acquisition and cross-sell goals

COLLEAGUE MANAGEMENT

• Proactively guides colleagues and teams to achieve results, accurately assesses strengths and develops needs of colleagues; provides feedback, mentoring, helpful counsel and opportunities for development to help colleagues achieve their full potential.
• Ensures products and sales/services training is completed to provide clients with appropriate solutions.
• Responsible for managing and conducting annual reviews for the internal sales/service team.

CLIENT SERVICE

• Acts as a champion for clients and colleagues providing exemplary service.
• Partners with CNB colleagues in all divisions of the bank to support client retention objectives and proactively promotes solutions appropriate to clients.

SALES MANAGEMENT & SUPPORT

• Supports sales/service colleagues, RM’s, and managers in building and maintaining branch client relationships.
• Works with business partners to deliver solutions in order to maintain and grow client relationships.
• Recognizes and recommends cross-selling opportunities to maximize banking office profitability.
• Leads and manages internal sales process including outbound calling efforts, client site visits, create opportunities with existing portfolio and works with internal partners for new opportunities.

OPERATIONS

• Responsible for the operational integrity of the branch. Is the expert in risk management and loss prevention.
• Completes, monitors and audits branch certifications and operational reviews.
• Ensures regulatory compliance and effectively communicates and implements changes to policy and procedure.
• Competencies

BUILDING EFFECTIVE TEAMS

• Blends people into teams when needed: creates strong morale and spirit in his/her team: shares wins and successes: fosters open dialogue; lets people finish and be responsible for their work, defines success in terms of the whole team; creates a feeling of belonging in the team.

CLIENT FOCUS

• Is dedicated to meeting the expectations and requirements of internal and external clients; gets first-hand client information and uses it for improvements in products and services; acts with clients in mind; establishes and maintains effective relationships with clients and gains their trust and respect.

DEALING WITH AMBIGUITY

• Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can manage risk.

DECISION QUALITY

• Makes good decisions based upon a mixture of analysis, wisdom, experience, and judgment: sought out by others for advice and solutions.

DIRECTING OTHERS

• Is good at establishing clear directions; sets stretching objectives; distributes workflow appropriately; lays out work in well-planned and organized manner; maintains two-way dialogue with others on work results; brings out the best in people; is a clear communicator.

HIRING AND STAFFING

• Has a nose for talent; hires the best people available from inside or outside; is not afraid of selecting strong people; assembles talented staff.

INTERPERSONAL SAVVY

• Relates well to all kinds of people, up, down and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.

MANAGERIAL COURAGE

• Doesn’t hold back anything that needs to be said; provides current, direct, complete and “actionable” positive and corrective feedback to others; lets people know where they stand.
• Faces up to people problems on any person or situation quickly and directly. Is not afraid to take corrective action when necessary.

PRIORITY SETTING

• Spends time on what’s important.
• Quickly zeros in on the critical few and puts the trivial many aside.
• Identifies and eliminates roadblocks and creates focus.

SALES MANAGEMENT STRATEGIES

• Develop and train all service colleagues to actively participate in sales activity.
• Stays focused on critical importance of sales and understands and supports the daily efforts necessary to be successful.
• Works diligently with sales manager to create effective communication with branch – allocating the time/energy within the service team to support prioritized sales strategies.

DRIVE FOR RESULTS

• Can be counted on to exceed goals successfully; is consistently one of the top performers; bottom-line oriented and steadfastly pushes self and others for results.

• Minimum 4 years of direct client service experience required.
• Minimum 4 years' experience in a banking environment required.
• Minimum 3 years of supervisory or management experience required.
• Must be in good standing under “The Secure and Fair Enforcement for Mortgage Licensing Act of 2008” (Safe Act) and must be registered/licensed with the “Nationwide Mortgage Licensing System and Registry”; or must be able to be registered under the Safe Act.