Customer relations manager job description

Cornerstone Bank was formed in 2017, born of a long history of supporting the community, and providing a strong foundation to help people and businesses thrive. Serving Worcester County, Cornerstone Bank's local presence and community-based banking model enables a unique ability to deliver outstanding service, with a personal touch. Cornerstone provides the highest level of service and expertise for individuals, businesses, and community organizations with branch locations throughout Central Massachusetts.

Cornerstone Bank is committed to providing a collaborative workplace where innovation, teamwork, accountability and excellence are recognized and where employees are encouraged to broaden their skills, seek opportunities for professional development, serve their community, and provide outstanding customer service with each encounter.

Being a part of the Cornerstone team has many great benefits and perks. This includes a competitive pay, a generous student-loan paydown program, comprehensive benefit package including, medical, dental, vision insurance and even pet insurance! We offer a 401(k) plan with an employer contribution and match, success-sharing bonuses, paid time off and more!

If you are looking to join a team that is committed to your ongoing professional growth and development, we are looking forward to speaking to you!
We are currently looking for a Customer Relations Manager to join our team. This position reports directly to the AVP- Market Manager and is responsible for coordinating the day-to-day operations of the branch in accordance with the established policies and procedures. In conjunction with the Market Manager, ensures all branch personnel deliver exceptional customer service, aligned with the Bank's core values and mission statement. Ensures sales and service programs and goals are communicated, met and improved.


Responsibilities and Accountabilities
Performs any function necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to employees and customers.
Leads by example in exhibiting Cornerstone Bank's core values of Respect, Integrity, Trust and Excellence at all times. Manages branch in conjunction with the Market Manager. Responsible for hiring, coaching plans, progressive discipline, performance reviews, promotions and salary recommendations of branch staff with guidance from the Market Manager. Leads the branch in building trust with customers by identifying their financial goals through established customer experience processes and proactively provides advice and guidance to customers to help them meet their financial goals. Participates in creating marketing plans and promotions to move branch forward. Leads the branch in following up with customers as outlined in the customer experience process. Works with the Market Manager to establish and execute sales plans, coach the team on the established customer experience framework to achieve branch targets. Oversees all aspects of branch activities to achieve branch goals. Leads and/or participates in branch meetings regarding leadership, product knowledge, sales and goals objectives. Supports sales promotions and promotional campaigns through positive communication and engagement. Responsible for scheduling and overseeing Customer Relations personnel with teller duties and assists with customers' transactions during peak periods as well as being primary backup for Customer Relations Supervisor. Keeps staff informed of pertinent changes in operational policy and procedures. Ensures excellent customer service skills are practiced by all branch staff. Assists new branch personnel with training. Fosters teamwork and directs branch activity to provide high quality customer service, achieve retail sales goals and deliver that service profitability through a well-trained and motivated staff. Represents the Bank in the utmost professional dress and demeanor, by adhering to high ethical and professional standards at all time. Represents the Bank through visible leadership involvement in various community-related activities to promote goodwill and generate new business. Attends community events and Bank functions, including extended and weekend hours. Is educated on and is able to articulate with detail all deposit, business, consumer loan products and mortgages. Balances and trouble shoots ATM/Debit Card concerns. Enforces dual control procedures at all times. Keeps abreast of regulatory compliance and developments for assigned area and apprises staff of same. Recommends procedural changes to Market Manager as needed to support prescribed requirements. Ensures effective risk management and daily operations of branch: minimizes Customer Relations staff differences and charge-offs, research Customer Relations staff differences, compliant to all regulatory requirements in completion of BSA and CTR forms, and effectively balance ATM's, Vault and Branch. In conjunction with the Market Manager, works to meet existing branch performance standards in areas such as operating loss control, bank secrecy, and compliance with established policies and procedures


Requirements:
Qualifications
Notary Public Proficient with various computer software programs Ability to use office equipment, including faxes, copiers, computers and cellular phone Strong organizational skills Decision making ability Strong written and verbal communication skills Strong supervisory and coaching skills Desire to work with the public focusing on meeting customer needs/including proactive sales and services Strong motivational and training skills Professional appearance Working knowledge of all bank products and services Exhibit tact and diplomacy working with a diverse staff Availability to work weekends and/or extended hours to meet customer needs and avaible to attend training as needed
Education/Training/Experience
High School Diploma or equivalent Specialized Courses in Branch Management Minimum of two years of Branch experience with demonstrated supervisory ability Registered Mortgage Loan Originator (MLO) with the Nationwide Mortgage Licensing System & Registry (NMLS) is required





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If you're looking for the typical clock in clock out job this is not going to be it. We'll teach you leadership, let you practice business process management and help you advance your career. Our Client Relationship Managers have the unique opportunity to earn consistent weekly and generous monthly bonuses.

We need hustlers. Our CRM’s quickly grow within their respective career tracks and all averaged at least $65,000/year with some making well over $100,000 in year 1.
Primary Functions:
Serve as the information center for all customers, community contacts, and other company representatives
Must be aware of daily activities and administrative responsibilities
Interact with customers to provide information in response to inquiries, concerns and requests about products and services
Must professionally handle all phone calls and route callers
Answers questions in a timely and courteous manner
Produce reports, forms, correspondence, orders and other materials as needed
Perform other duties as assigned.
Qualifications
Solid organization and active listening skills
Razor sharp attention to detail with fast and accurate data entry
Customer service focused with creative problem solving skills
Ability to anticipate and advocate for your customers needs
Ability to multi-task, prioritize and adjust to changing needs
What we commit to you:
Hybrid office with remote flexibility
Weekly Pay and Uncapped Commission
$60k plus first year average income
Residual Income
Exceptional commission rates
Trips, Training Incentives/Events and other benefits
Paid Training
If this opportunity interests you and you wish you to learn and have the chance to interview with a local manager, please apply today and be on the lookout for our email correspondence. Our goal is to be a diverse workforce that is representative, at all job levels, of the citizens we serve. We have an Employment Equity Policy and we welcome applications from all walks of life without regard of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

A highly experienced professional with extensive experience handling Talent Relations concepts; provides advice and council to less experienced Talent Relations professionals to resolve TR cases.
Work you'll do

+ Demonstrate and execute the ability to identify, understand, interpret and resolve complex problems by using deep technical TR knowledge to mitigate risk

+ Exhibit strong analytical and research skills, with the ability to communicate findings and solutions related to investigations.

+ Provide direction to TR Lead Specialists regarding complex cases; manage their performance.

+ Have oversight and accountability of direct reports' output/deliverables as well as flawless execution of TR services within their aligned Business

+ Partner with Talent Business Advisors (TBAs) and Business Leaders to understand and address challenges and issues

+ Deepen relationships with internal clients (e.g., OGC, PPMD Relations, ELE, TBAs, Resource Managers, etc.); use business knowledge to identify trends and recommend solutions for complex people-related risk matters

+ Explore identified opportunities for process efficiencies

+ Lead or participate in special projects

The Team

Talent Risk and Relations is comprised of two service offerings as follows:

+ Talent Risk focuses on aggregate risks impacting our people across all levels (e.g., new programs/initiatives driven by technology, talent data usage, globalization and regulatory requirements).

+ Talent Relations focuses on individual risks across all levels caused by either behavioral or external factors (e.g., investigations, consultations, and crisis matters).

QualificationsRequired:

+ Typically requires 8-10 total years of related experience

+ Able to apply judgment to situations

+ Strong customer service focus and interpersonal skills

+ Strong verbal/written skills and attention to detail

+ Analytical and problem-solving skills

+ Strong knowledge of TR concepts and policies

+ Basic understanding of Employment Law

+ Clear understanding of Deloitte's compliance requirements

+ Ability to deal with ambiguity

+ Ability to handle high volume and complexity of cases and prioritize accordingly

+ Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

For individuals assigned and/or hired to work in Colorado and Nevada, Deloitte is required by law to include a reasonable estimate of the compensation range for this role. The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $86,425-$159,165.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.