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Job Overview
This is a permanent full time position of 37.5 hours a week
The Manager, Sales and Service is responsible for:
Leading a high performing service team focused on improving the customer experience and resolving client complaints
Understanding and meeting client personal and small business needs by providing solutions and deepening client relationships
Making referrals to high value and business banking to maximize opportunities
Managing day to day operations and risk in the branch
KEY ACCOUNTABILITIES
Client Experience
Ensure consistent delivery of high quality service in the branch to meet or exceed client expectations and service standards.
Be visible and available to help clients during high traffic periods.
Ensure that incoming client calls, communications, faxes and inquiries are responded to in a quick, efficient manner.
Coach to improve the client experience and interact with clients to obtain feedback on their experience.
Provide quick and effective responses and resolution to client complaints ensuring that the problem resolution standards are followed.
Needs Based Selling
Implement needs based sales practices and principles and business development activities by:
Planning daily and weekly activities.
Entering new business opportunities in the pipeline for future action. Review pipeline for the following week and contact clients to discuss goals and book an appt to further discuss needs and solutions