Customer Relations Manager

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 our 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

INDEPENDENT ACTION

Performs work independently within scope of established guidelines and practices. Consults with Manager where clarification or exception to Bank policy may be required.

NOTE: These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required for this job.

Cornerstone Bank is an Equal Opportunity Employer. In compliance with Equal Opportunity Guidelines and the Americans with Disabilities Act, Cornerstone Bank provides reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.