Careers

SUMMARY

Provides excellent customer service and meets referral goals.  Coordinates and administer the daily operations, sales and customer service of the branch.  Ensures that staff performs personal and business customer transactions according to Bank standards for accuracy and efficiency.

ESSENTIAL DUTIES

• Ensure that the branch sales and service supports the overall bank objective to provide superior service.
• Participates in branch sales and service programs to enhance the customer service experience.
• Meet branch referral and individual goals as assigned.
• Design and conduct regular product knowledge and sales coaching and training meetings.
• Monitor and report on products, services, features and pricing of competition.
• Work with other departments to ensure a successfully customer experience.
• Develop branch sales and recognition and awards methods.
• Effectively communicate sales goals and ensure superior services and work deadlines are met.
• Recruit, select, train, motivate, and provide performance feedback for all direct staff.
• Evaluate and recommend staffing needs to Sales & Service Manager.
• Approve exceptions to standards operating procedures within approved authorized limits.
• Process and audit bank transactions and activities, including daily overdrafts, vault, cash counting, night drop, ATM procedures and certifications.
• Review work and approve as needed.
• Ensure that all Customer Service Representatives balance daily and remain within approved limits.
• Respond to operational questions.
• Responsible for the results of branch operations audit.
• Create a professional and positive team environment in the branch by modeling appropriate behaviors.
• Coach and train the CSR to process transactions accurately, efficiently in accordance with established policies and procedures.
• Assist branch staff by using in-depth policy and procedures knowledge to handle more complex transactions and expectations.
• Assist Sales & Service Manager in coaching and mentoring staff to meet branch referral goals.
• Oversee the processing of all branch routine to complex customer transactions (e.g., deposits, withdrawals, traveler's checks, cashier checks, loan payments, savings bonds, change orders, etc.)
• Assist staff in resolving routine to complex customer service issues.
• Perform Personal Banker duties to assist with customer service as necessary.
• Open, maintain and balance cash drawer as necessary.
• Maintain proper documentation for customer transactions (e.g., Currency Transaction Report)
• Refer customers to appropriate Bank personnel for additional Bank products and services.
• Perform a variety of branch clerical duties (e.g., filing, answering phones, opening and sorting mail)
• Responsible for facility  oversee vendor interaction.

SECONDARY DUTIES

The position of Customer Service Manager performs duties specific to the position and other functions as assigned.

COMPLIANCE RESPONSIBILITIES

Must be familiar with all deposit related regulations and receive training on a regular basis as appropriate.  This includes but in not limited to BSA, Reg E, Reg CC, Reg DD, BPA, RFPA/Reg P, Reg D and Branch Closing Procedures.  Customer Service Manager must follow all policies and procedures as set forth by the Bank as well as any regulations.

The employee must be able to take and pass all the required regulatory training as outlined by the Bank on a quarterly basis.

This employee must adhere to all security related procedures of the Bank including Branch security, protection of customer information and security as it relates to the Bank's internet and technology systems.

SUPERVISORY RESPONSIBILITY

The position of Customer Service Manager is responsible for the supervision of the Customer Service Representative and may provide supervision to the Personal Banker in the absence of the Sales & Service Manager.

ENVIROMENTAL AND PHYSICAL ACTIVITY

The Customer Service Manager is in a non-confined office-type setting in which he or she is free to move about at will.  It may include some minor annoyances such as noise, odors, drafts, etc,

This employee in the course of performing this position spends time writing, typing, speaking, listening, lifting up to 15 pounds, carrying, sitting, pulling, walking, standing, squatting, kneeling and reaching.

This employee for this position may operate any or all of the following:  telephone, cellular telephone, copy and fax machines, adding machine (calculator), check protector, encoder, money counter, typewriter, computer terminal, personal computer and related printers.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MENTAL DEMANDS

This employee in this position must be able accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, language, presentations, verbal and written communications, analytical reasoning, multiple concurrent tasks and frequent interruptions.

MINIMUM REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.  The requirements listed below are representative of the knowledge, skill and /or ability required to perform the position in a satisfactory manner.  Individual’s abilities may result in some deviation from these guidelines.

-Interpersonal and oral communication skills

-Basic math & PC skills

-Attention to detail

-Customer service skills

-5 years or greater Sales, Service, and management experience

ANNUAL SALARY RANGE

$66,560.00 - $85,500.00
 

LOCATION

1505 Second Street
Napa CA , 94559

SUMMARY

Plans and directs the Retail/Consumer Business Development and Sales efforts of a small to midsize branch and ensures relationships are developed and strengthened by providing efficient and quality service to all customers.  Ensures the maximum profitability and productivity of the branch and achievement of business plans and objectives.  Focused on the development of both deposits and consumer loans. 

ESSENTIAL DUTIES

• Provides guidance and leadership to employees to meet established production goals and to maximize branch profitability.
• Ensure that the branch sales/service supports the overall Bank objective to provide superior service.
• Maintains an awareness of competitive products, rates and changes in local market. Sets and measures individual sales goals for employees.
• Direct branch business development through outside calls, in-branch selling, branch campaigns and targeted direct mailing.
• Develops business from existing and prospective customers; sells all retail and small business products and services; refers customers to Trust/ Investment Department, or Business Banking Lending Officer.
• Originates consumer and small business credit applications and sponsors them through the approval process. May coordinate the signing of loan documents.
• Partner with Lending and Investment Officers to manage the branch portfolio for optimum performance.
• Represent the Bank in civic and community events to enhance the reputation of the Bank and expand business opportunities.
• Manages the branch employees by conducting regular meetings to discuss customer service, sales and activities that promote products and services. Provides customer service, product knowledge and sales training for branch employees.
• Directs the performance management process through coaching, counseling and the perfomance appraisal process. Maintains proper staffing levels.
• Trains staff in the area of customer service, sales, operations and Bank products.  Ensure that ongoing sales and product service training is provided.
• Exercises the appropriate authority of a manager related to all human resources issues, including staffing, performance appraisals, promotions, salary recommendations, terminations, coaching, training and development.
• Manage, review, approve and/or validate accuracy of the branch incentive plan compensation payouts. Responsible for keeping management and branch employees informed of the branch and individual status and/or results regarding the incentive plans.
• Promote staff development through leading by example, mentoring and on-going training.
• Oversees the safe and efficient operation of the office as measured by audits and customer feedback while conforming to policies and maintaining outstanding customer service.  Works closely with the Customer Service Manager/Officer to develop and promote teamwork.
• Ensure compliance with all required regulatory training and CRA outreach programs.
• Ensure that branch personnel comply with all laws and regulations.  Document and communicate individual compliance performance in annual staff evaluations. Ensure that branch facilities are maintained in a safe, attractive manner and that equipment is maintained in safe working conditions.

SECONDARY DUTIES

The position of AVP/Community Branch Manager performs duties specific to the position and other job related functions as assigned.

COMPLIANCE RESPONSIBILITIES

Must be familiar with all deposit related regulations and receive training on a regular basis as appropriate. This includes but is not limited to BSA, Reg E, Reg CC, Reg DD, BPA, RFPA/Reg P, Reg D, and Branch Closing Procedures. Employee must follow all policies and procedures as set forth by the Bank as well as any regulations. Employee must also have knowledge of with all lending related regulations including but not limited to: Reg Z, FEMA, HMDA, Fair Lending, FCRA, RESPA, and Predatory Lending.

Employee must be able to take and pass all the required regulatory training as outlined by the Bank on a quarterly basis.

Employee must adhere to all security related procedures of the Bank including Branch security, protection of customer information and security as it relates to the Bank's internet and technology systems.

SUPERVISORY RESPONSIBILITY

The position of AVP/Community Branch Manager is responsible for the supervision of all retail employees within the branch.

ENVIRONMENTAL AND PHYSICAL ACTIVITY

Employee is in a non-confined office-type setting in which he or she is free to move about at will.  It may include some minor annoyances such as noise, odors, drafts, etc,

This employee in the course of performing this position spends time writing, typing, speaking, listening, lifting up to 15 pounds, carrying, sitting, pulling, walking, standing, squatting, kneeling and reaching.

Employee may operate any or all of the following:  telephone, cellular telephone, copy and fax machines, adding machine (calculator), check protector, encoder, money counter, typewriter, computer terminal, personal computer and related printers.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MENTAL DEMANDS

Employee must be able demonstrate their ability to read documents or instruments, detailed work, problem solving, customer contact, reasoning, language, presentations, verbal and written communications, analytical reasoning, multiple concurrent tasks and frequent interruptions.

MINIMUM REQUIREMENTS

The above specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.  The requirements listed below are representative of the knowledge, skill and /or ability required to perform the position in a satisfactory manner.  Individual’s abilities may result in some deviation from these guidelines.

-BA or BS degree in finance or a related field or equivalent work experience

-Five years or more of banking experience

-Some lending experience including consumer and real estate

-Strong knowledge of sales, branch banking and consumer lending

-Working knowledge of the Bank's products (i.e., deposits, cash management, remote capture, loans and other fee income generating products)

ANNUAL SALARY RANGE

$72,000 – $110,000

LOCATION

2407 Waterman Blvd.
Fairfield CA , 94534

SUMMARY

Provides excellent customer service and meets referral goals. Performs personal and business customer transactions according to Bank standards for accuracy and efficiency.  

ESSENTIAL DUTIES

•      Ensure that the branch sales and service support the overall bank objective to provide superior service.

•      Participates in branch sales and service programs to enhance the customer service experience.

•      Meet referral goals as assigned.

•      Create a professional and positive team environment in the branch by modeling appropriate behaviors.

•      Assist customers by using policy and procedure knowledge to handle routine to more complex transactions and expectations.

•      Process and audit branch transaction and processes, including vault/counting cash night drop, ATM procedures and certifications.

•      Process full range of routine to complex customer transactions (e.g., deposits withdrawals, traveler's checks, cashier checks, loan payments, savings bonds, change orders, etc.)

•      Resolve routine to complex customer service issues.

•      Perform Sales & Service Representative duties to assist with customer service.

•      Open, maintain and balance cash drawer on a daily basis.

•      Maintain proper documentation for customer transactions (e.g., Currency Transaction Report)

•      Refer customers to appropriate Bank personnel for additional Bank products and services.

•      Perform a variety of branch clerical duties (e.g., filing, answering phones, opening and sorting mail)

•      May be assigned primarily to specialized duties (e.g., exchange, merchant, vault)

•      Serve as back-up for other branch responsibilities (e.g., new accounts, safe deposit, and vault)

SECONDARY DUTIES

The position of Customer Service Representative performs duties specific to the position and other function as assigned.

COMPLIANCE RESPONSIBILITIES

Must be familiar with all deposit-related regulations and receive training on a regular basis as appropriate.  This includes but is not limited to BSA, Reg E, Reg CC, Reg DD, BPA, RFPA/Reg P, Reg D and Branch Closing Procedures.  Customer Service Representative I must follow all policies and procedures as set forth by the Bank as well as any regulations.

The employee must be able to take and pass all the required regulatory training as outlined by the Bank on a quarterly basis.

This employee must adhere to all security related procedures of the Bank including Branch security, protection of customer information and security as it relates to the Bank's internet and technology systems.

SUPERVISORY RESPONSIBILITY

The position of Customer Service Representative is not responsible for the supervision of staff.

ENVIROMENTAL AND PHYSICAL ACTIVITY

The Customer Service Representative is in a non-confined office-type setting in which he or she is free to move about at will. It may include some minor annoyances such as noise, odors, drafts, etc.,

This employee while performing this position spends time writing, typing, speaking, listening, lifting up to 15 pounds, carrying, sitting, pulling, walking, standing, squatting, kneeling and reaching.

This employee for this position may operate any or all of the following: telephone, cellular telephone, copy and fax machines, adding machine (calculator), check protector, encoder, money counter, typewriter, computer terminal, personal computer and related printers.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MENTAL DEMANDS

This employee in this position must be able accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, language, presentations, verbal and written communications, analytical reasoning, multiple concurrent tasks and frequent interruptions.

MINIMUM REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.  The requirements listed below are representative of the knowledge, skill and /or ability required to perform the position in a satisfactory manner.  Individuals’ abilities may result in some deviation from these guidelines.

-     Interpersonal and oral communication skills

-     Basic math & PC skills

-     Attention to detail

-     Customer service skills

-     Prior Sales, Service and cash handling experience preferred

HOURLY PAY RATE

16.50-21.00

LOCATION

6808 Pacific Ave.

Stockton, CA 95207

SUMMARY 

Provides excellent customer service and meets referral goals. Performs personal and business customer transactions according to Bank standards for accuracy and efficiency.   

ESSENTIAL DUTIES

•      Ensure that the branch sales and service support the overall bank objective to provide superior service.

•      Participates in branch sales and service programs to enhance the customer service experience.

•      Meet referral goals as assigned.

•      Create a professional and positive team environment in the branch by modeling appropriate behaviors.

•      Assist customers by using policy and procedure knowledge to handle routine to more complex transactions and expectations.

•      Process and audit branch transaction and processes, including vault/counting cash night drop, ATM procedures and certifications.

•      Process full range of routine to complex customer transactions (e.g., deposits withdrawals, traveler's checks, cashier checks, loan payments, savings bonds, change orders, etc.)

•      Resolve routine to complex customer service issues.

•      Perform Sales & Service Representative duties to assist with customer service.

•      Open, maintain and balance cash drawer on a daily basis.

•      Maintain proper documentation for customer transactions (e.g., Currency Transaction Report)

•      Refer customers to appropriate Bank personnel for additional Bank products and services.

•      Perform a variety of branch clerical duties (e.g., filing, answering phones, opening and sorting mail)

•      May be assigned primarily to specialized duties (e.g., exchange, merchant, vault)

•      Serve as back-up for other branch responsibilities (e.g., new accounts, safe deposit, and vault)

SECONDARY DUTIES

The position of Customer Service Representative performs duties specific to the position and other function as assigned.

COMPLIANCE RESPONSIBILITIES

Must be familiar with all deposit-related regulations and receive training on a regular basis as appropriate.  This includes but is not limited to BSA, Reg E, Reg CC, Reg DD, BPA, RFPA/Reg P, Reg D and Branch Closing Procedures.  Customer Service Representative I must follow all policies and procedures as set forth by the Bank as well as any regulations.

The employee must be able to take and pass all the required regulatory training as outlined by the Bank on a quarterly basis.

This employee must adhere to all security related procedures of the Bank including Branch security, protection of customer information and security as it relates to the Bank's internet and technology systems.

SUPERVISORY RESPONSIBILITY

The position of Customer Service Representative is not responsible for the supervision of staff.

ENVIROMENTAL AND PHYSICAL ACTIVITY

The Customer Service Representative is in a non-confined office-type setting in which he or she is free to move about at will. It may include some minor annoyances such as noise, odors, drafts, etc.,

This employee while performing this position spends time writing, typing, speaking, listening, lifting up to 15 pounds, carrying, sitting, pulling, walking, standing, squatting, kneeling and reaching.

This employee for this position may operate any or all of the following: telephone, cellular telephone, copy and fax machines, adding machine (calculator), check protector, encoder, money counter, typewriter, computer terminal, personal computer and related printers.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MENTAL DEMANDS

This employee in this position must be able accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, language, presentations, verbal and written communications, analytical reasoning, multiple concurrent tasks and frequent interruptions.

MINIMUM REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.  The requirements listed below are representative of the knowledge, skill and /or ability required to perform the position in a satisfactory manner.  Individuals’ abilities may result in some deviation from these guidelines.

-     Interpersonal and oral communication skills

-     Basic math & PC skills

-     Attention to detail

-     Customer service skills

-     Prior Sales, Service and cash handling experience preferred

LOCATION

6590 Lone Tree Way
Brentwood CA , 94513

PAY RANGE

16.50-21.00 per hour

Bank of Stockton and its subsidiaries are equal opportunity/affirmative action employers.  It is our policy to recruit, advertise, employ, promote, transfer, discipline and discharge without regard to race, religion, color, national origin, age, physical or mental disability, veteran status, sex, and any other basis protected by federal, state, or local law.