Client Success Manager I

Sound Community Bank is a great place to be
Here at Sound Community Bank (SCB) we pride ourselves on taking good care of each other. We believe in family, community, supporting each other and working hard to make dreams come true. A positive force for change, we center on quality service, community partnership and maintaining a good working environment.
We strive to provide effective benefits, training and programs that promote individual growth and well-being. We are committed to being a learning organization, where a knowledge-seeker can continue their education, develop expertise, and enhance skills.
When you join SCB you are joining our SCB pod family. We maintain a solid reputation as a great place to be. We aim for everyone to feel supported and included. We aspire to be your employer of choice.
Sound Community Bank values you as a person.

• Personal development opportunities and recognition
• Strong benefit selections with dependent coverage available
• Retirement and insurance options
• Competitive Salaries - annual successful review comes with pay increase
• Quarterly Bonus Program
• Tenure bonus program
• Employee special account, loan and mortgage options
• Vacation, Paid Sick, Bank paid holidays
• Birthday and Work Anniversary days off
• Hosted birthday lunch with CEO and CHRO
• Free and discount tickets to attractions, events, sports and more
• Student Debt Repayment, Continued Education and Tuition Assistance
• Raffles with monthly opportunity to drive the SCB orca vehicle - gas included
• Community outreach and charitable donation matching
• SCB pod members with over 30-year careers

Sound Community Bank is committed to providing a welcoming place for all.
Diversity, Equity, and Inclusion (DE&I) is important to us here at Sound Community Bank. For us, diversity means recognizing, respecting, and valuing differences based on ethnicity, gender, color, age, race, religion, disability, national origin, and sexual orientation and identity. Beyond that, it also includes an infinite range of individual unique characteristics and experiences, such as communication style, career path, life experience, educational background, income level, marital status, military experience, parental status, and other variables that influence personal perspectives. These life experiences and personal perspectives make us react and think differently, approach challenges and solve problems differently, make suggestions and decisions differently, and see different opportunities. Diversity, then, is also about diversity of thought. The Bank’s goal is to create and sustain an actively inclusive community and culture to promote a welcoming and enriching environment for all.
Sound Community Bank Values
Our employees are our most important asset.
Results matter.
Community is our heart.
Access and sustainability are critical.

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POSITION DESCRIPTION*
The Client Success Manager I is responsible for managing branch operations, branch audits, branch compliance, and the client experience. The Client Success Manager I ensures that the branch staff is following bank policies and procedures. The Client Success Manager I maintains a sales and service culture and scheduling to ensure smooth lobby traffic. The Client Success Manager I is responsible for internal sales efforts, including cross-sales. The Client Success Manager I is responsible for coaching employees, providing positive and constructive feedback, and creating and maintaining a team environment.

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POSITION QUALIFICATIONS*
Bachelor ’s degree or minimum of 5 years Retail banking experience preferred. A minimum of 2 years supervisory experience. Must have an overall understanding of bank operations and regulatory compliance. Skill competencies required include, but are not limited to:

• Excellent interpersonal and relationship building skills.
• Ability to manage performance to goals.
• Strong customer focus.
• Flexible with shift priorities.
• Strong organizational and multi-tasking skills in a fast-paced environment.
• Scheduling skills are required for maintaining proper staffing levels.
• Calendar management skills for coordinating training and monthly audits.
• Ability to work both independently and as a team player.
• Practice ethical behavior and understand the need for confidentiality.
• Ability to delegate duties when necessary.
• Ability to provide cross training.
• Experience in developing and coaching employees.
• Strong attention to detail.
• Excellent verbal and written communication skills.
• Effective interpersonal skills.
• Branch hours to include Saturday hours.

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RELATIONSHIPS AND CONTACTS*
Within Bank
The Client Success Manager I maintains a close working relationship with Sr. Director Banking Operations and all members of the Branch Retail staff.
Outside Bank
The Client Success Manager I maintains frequent and close working relationships with clients and members of the community.

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POSITION RESPONSIBILITIES*
Responsibility #1 Branch Operations

• Implements consistent and accurate transaction processing while maintaining the safety and soundness standards of the bank.
• Works with compliance and operations to ensure that the policies and procedures are adhered to within the branch for safety and soundness.
• Proficient in account ownerships, FDIC insurance, banking regulations, and CSR line functions.
• Manages the branch employees and their work schedules to ensure that the lobby has adequate service coverage.
• Must conform to the banks goals and operate within the branch expense budget.
• Ensures that adequate controls and procedures are in place at the point of delivery to protect the bank from financial and reputation risk.
• Ensures that night deposit, ATM, and cash dispenser are properly managed.
• Performs branch audits, security functions and maintains appropriate key control.
• Maintains appropriate documentation per bank procedures.
• Oversees or actively participates in Vault administration.

Responsibility #2 Branch Supervision

• Regularly observes, tracks and discusses employee’s performance to determine if expectations are being met.
• Ensures service standards are being followed.
• Works with CSR line to ensure they understand our products and services and make referrals to business partners.
• Provides appropriate coaching and recognition to employees.
• Performs annual reviews for CSR employees.
• Praises appropriate behavior as it occurs.
• Corrects unsuitable behavior in a private, respectful, and timely manner.

Responsibility #3 Customer Service

• Gives quality customer service in a timely and professional manner.
• Performs CSR and Account Executive duties when required.
• Resolves escalated customer issues.
• Troubleshoots service or customer issues.
• Promotes consumer services and products, via customer education and cross-sell referrals.

Responsibility #4 Communication

• Asks questions and listens effectively to understand customer and employee needs.
• Effectively presents information to relevant parties within the bank.
• Communicates in written form in a clear, accurate, and timely manner.
• Approaches others in a manner that communicates a genuine concern about the person, the issue, and the goals of the bank.
• Clearly expresses expectations to employees.
• Holds regular meetings with staff to discuss expectations and goals.

Responsibility #5 Manager Behavioral Expectations

• Accepts leadership from supervisor and takes responsibility for own actions.
• Meets deadlines, works independently, maintains focus, and is accountable.
• Leads by example with time management, leadership skills, problem solving, and attendance.
• Actively participates in community activities.

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People Manager Responsibilities_*
Managers are responsible for oversight of their department functions and direct reports. Equally important is the shared responsibility and accountability for the execution of bank-wide initiatives in collaboration with their direct Supervisor. Managers exhibit strong leadership skills critical to ensuring effective guidance of their direct reports, adding value, and enhancing the effectiveness and success of the entire organization.
Corporate Core Values
Demonstrates behavior and actions which support Sound Community Bank’s values. Must have an overall understanding of bank operations, ensure compliance with regulatory requirements, including the Bank Secrecy Act.

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HOW TO APPLY*
Apply for the position by clicking on the Apply button or visit our Career Center for all open positions at https://www.soundcb.com/about-us/career-opportunities.html

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EEO is the Law*
Sound Community Bank is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.

Keywords: Client Success Manager, Hub Branch Manager, Bank Manager, Client Manager

Job Type: Full-time