Service Manager - 1400007543

Company Name:
Aon Hewitt
- 1400007543

The Service Manager (Teller Manager) will create a positive image of the Bank by overseeing all functions of the Teller staff to ensure customers are provided with superior customer service that defines a great customer experience. This
has supervisory responsibility for Teller staff and is accountable for managing referrals of prospects to Personal Bankers and other banking groups to deliver clarity (simplicity, guidance, and know-how) to our customers. The Service Manager is the champion and leader of couching on referrals, directives and procedures.

Service Team Performance
o Provide professional and courteous service in processing a wide variety of day-to-day and special service customer transactions.
o Resolve customer related issues promptly using knowledge of bank
, products and processes.
o Meet or exceed all personal referral goals as defined by referral program or by Bank Manager.
o Oversees daily staffing (including breaks and lunches), to minimize customer wait times and enhance service levels, leveraging the branch scheduler tool.
Superior Customer Service
o Identify customer needs and matches needs with appropriate product or service, makes referrals to other team members, including across lines of business (i.e., One Harris Referrals), as assigned by Bank Manager.
o Ensure the Teller staff possesses the necessary skills to understand and execute customer banking transaction needs, and are proactive in offering suggestions and options.
Product Knowledge and Referral Development
o Identifies customer needs and matches needs with appropriate product or service, utilizing opportunities to suggest or cross-sell other bank products and services.
o Makes qualified referrals to other team members including other lines of business.
o Meets or exceeds all personal referral goals as defined.
o Participates in all training relative to bank products and services.
o Supports bank's
involvement and participates in
community activities
as required.

Risk Management
o Identifies risks associated with regulatory compliance, overdraft authority and bank secrecy act
o Adheres to all bank policies, directives and procedures.
o Completes all branch audits in appropriate time frames; monthly, quarterly, biannually, and annually.
o Fosters a team approach ensuring audit requirements are achieved.
o Understands, applies and enforces dual control procedure at all times.
o Conducts ongoing robbery training with staff.
o Disseminates all fraud related alerts and conducts training with staff to reduce fraud losses.
o Understands systems functionality and ensures transactions are input appropriately; responds to system messages to evaluate risk associated with transaction and accountable for granting overrides.
o Ensures all necessary documentation is completed for all transactions.
o Maintains cash supply at each service representatives' window, vault and oversee vault security and teller alarm equipment.
o Ensures all security measures are followed.
o Adheres to and manages branch capture process.

Leadership for Staff Performance
o Manage, coaches and develop the Service Manager (Teller) staff by assigning work, training, answering questions, solving problems, helping with complex transactions and sensitive customer relations problems/complaints.
o Ensure the Teller staff possesses the necessary skills to understand and execute customer banking transaction needs, and are proactive in offering suggestions and options on the different products to other lines of business.
o Provide Human Resource Management for all service rep
including PPA's, Developmental Plan/Training, Goal Setting and Corrective Action.
o Coordinates daily work routines and assigning duties for Service Manager (Teller) staff.
o Lead the hiring process for the Service Rep (Teller) team, leveraging the BFI process.
o Lead Service Manager (Teller) team meetings, including Daily Huddles.

o High School education or equivalent
o College or other courses related to retail banking preferred

o 5 years of teller or related work experience
o Bank Secrecy Act (BSA) experience
o Previous supervisory/management experience preferred
o Previous sales experience a plus

o Thorough understanding of all retail and commercial transaction processes and all products/services
o Compliance training
o Strong communication skills
o Risk and Compliance management experience (strong knowledge of all applicable regulations, audit standards
o Ability to foster teamwork, recognize and reward achievements, inspire trust and motivate others
o Ability to create an environment that promotes customer service internally and externally, and building lasting relationships thorough exceptional customer service

Location: 1441 N. Taylor Drive, Sheboygan, WI 53081
Full time - 40 hours per week. Candidates MUST be flexible with their schedule. Position will require
to work a few Saturdays a month.

At BMO Harris Bank, we have been helping our customers and communities for over 130 years. Working with us means being part of a team of talented, passionate individuals with a shared focus on working together to deliver great customer experiences. We stand behind your success with the support you need to turn your potential into performance.

To find out more visit our website at www.bmoharris.com/careers.

BMO Harris Bank is committed to an inclusive, equitable and accessible workplace. We are an Equal Opportunity Employer. By embracing diversity, we gain strength through our people and our perspectives.

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