Assistant Manager - Customer Service

at Itasca Bank & Trust Co in Itasca, Illinois, United States

Job Description

Itasca Bank & Trust Co. is an independently owned, local community bank with locations in Itasca and Roselle. Itasca Bank values its staff. Our most important assets are the people - customers and employees. For over 75 years the Bank has been a responsible citizen and community leader because it respects the values of its past when making decisions that shape its future. Without a dedicated and responsible staff, we can't serve customer needs and remain a responsible corporate citizen. Itasca Bank has been voted Best of the Best/Top Pick by the Daily Herald Readers since 2016, which reflects our dedication to quality service, high standards, and responsiveness to customers and employees alike. Itasca Bank is a responsible employer dedicated to the health and safety of employees and works to maintain diversity in both its workforce and the vendors it uses. We encourage our employees' participation in community and civic activities which lead to better communities, and a positive workplace environment where a work/life balance is encouraged.Essential Functions
Performs banker duties as scheduled to meet the department needs.
Share responsibility for attaining operation goals with the management team.
Provide coaching and mentoring to the department personnels in support of reaching their performance objectives.
Cross-sell bank products and services to meet the customer's financial needs. Ensure all team members are finding these opportunities and meeting their individual set referral goals.
Resolve procedural questions referred by department employees, interpret company policy, and determine reasonableness in deviating from policy to provide equitable service to customers while maintaining a focus on branch profitability.
Serve as a resource to bank personnel when dealing with difficult situations and transactions.
Ensures the department staff is knowledgeable and adheres to compliance, protect customer privacy, and reduces exposure to losses.
Assist with the investigation of special account inquires, including escalated customer issues, work with internal support departments.
Assist in the supervision of departmental daily tasks including requests from other departments of the bank.
Assist with interviewing and onboarding new personnel, provide on-the-job training, work direction and feedback, schedule staff to ensure departments are optimally staffed, initiate disciplinary action as necessary, assess productivity, and assist with preparation and delivery of performance appraisals.
Assist manager in all areas of the department as required.
Assume authority and responsibility for necessary management decisions. Competencies
Leadership
Team building
Organizational skills
Effective communication
Initiative
Sales Skills
Supervisory Responsibility
Assist with the supervision of department employees. Oversees branch operations.

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones.Physical Demands
Must be able to lift up to 15 pounds at times.
May need to stand for long periods of time.

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday 7:45 a.m.- 4:30 p.m., Saturday 8:00 a.m.-1:00 p.m.Travel
This position requires routine local area travel to other branches occasionally. This role rarely travels out of the area overnight. Required Education and Experience
2-3 years of banking experience in supervisory or management role
3+ years of branch banking experience in relationship banking or teller role
High school education or equivalent
Demonstrated ability to supervise, train, coach and motivate others to achieve goals.
Demonstrated problem solving and conflict resolution skills.
Ability to calmly diffuse and manage challenging situations.
Strong communication and interpersonal skills
Strong organizational skills
Strong knowledge of banking core & support applications
Reliable, dependable, and responsible

Preferred Education and Experience
NoneAAP/EEO Statement

Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Itasca Bank & Trust Co. is an Equal Opportunity and Affirmative Action employer Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation