How will this role impact First Command?
First Command has a deeply embedded foundation of longstanding values and a strong culture of service. To continue delivering seamless, consistent, and client-centric experiences, the Bank Client Service Associate Manager supports daily teller operations while providing leadership, coaching, training, and operational oversight to the teller team. Reporting to the AVP, Personal Banking, this role serves as a front-line leader and subject matter expert for teller procedures, banking products, client service standards, operational processes, regulatory requirements, risk controls, and bank systems.
What will the employee do in this role?
- Serve as a brand ambassador for First Command and promote value-driven leadership.
- Support daily teller and branch operational functions as both a leader and individual contributor.
- Provide guidance, coaching, and support to tellers during client transactions and service interactions.
- Act as a Subject Matter Expert for teller procedures, banking products, systems, policies, and client service expectations.
- Assist leadership with the management of daily workflow, teller balancing, transaction volumes, and service priorities.
- Handle escalated issues from clients, financial advisors, and/or co-workers promptly, professionally, and effectively.
- Promote a strong control environment by ensuring policies, procedures, and regulatory requirements are consistently followed.
- Timely review and/or approve large transactions and clear understanding of authorized limits.
- Verify completion and accuracy of daily logs, balancing records, transaction documentation, and required operational reports.
- Remain current on fraud trends, identify and escalate potential fraud, suspicious activity, operational risk, or process concerns as appropriate.
- Assist with training new tellers and supporting the ongoing development of existing team members.
- Provide in-the-moment coaching and feedback to reinforce service standards, accuracy, compliance, and operational excellence.
- Support associate development through training, mentoring, coaching conversations, and performance feedback.
- Assist with quality reviews related to teller transactions, client interactions, and service expectations.
- Ensure key procedures, job aids, and operational documents are reviewed and updated on a timely cadence.
- Partner with Quality Control, Compliance, Risk, Internal Audit, and leadership to ensure teller processes are operating as expected.
- Support initiatives and projects that enhance the client experience, improve operational efficiency, or reduce risk.
- Demonstrate sound judgment when applying bank policies, procedures, regulations, and approved exceptions.
- Balance multiple priorities in a fast-paced environment while maintaining accuracy, professionalism, and strong attention to detail.
- Monitor completion of required audits and support continuous improvement efforts to enhance compliance, operational efficiency, and the overall effectiveness of teller operations.
Supervisory Responsibility
The Bank Client Service Associate Manager is responsible for supporting a strong control environment by ensuring prudent banking practices, compliance with policies and procedures, and adherence to regulatory requirements. This individual assists with teller training and development, transaction reviews, workflow management, audit activities, quality assurance, daily operational logs, and resolution of escalated client concerns. The role promotes a culture of accountability, operational excellence, and continuous improvement while helping the team achieve productivity, quality, compliance, and client experience standards.
Working closely with branch leadership, Operations Support, Bank Compliance, Bank Risk & Quality Control, and Internal Audit, the Bank Client Service Associate Manager helps identify and mitigate operational risk, supports process consistency, and ensures key controls operate effectively. This position requires strong leadership, excellent communication and customer service skills, sound judgment, attention to detail, and the ability to manage confidential and sensitive information in a fast-paced environment. As a leader and brand ambassador for First Command, the Bank Client Service Associate Manager leads by example, promotes value driven leadership, supports client adoption of alternative banking channels, and helps deliver a seamless, compliant, and high-quality banking experience.
Skills & Qualifications
Education
- BA/BS in a related field or equivalent professional experience.
Work Experience
- 3-5 years in financial services, banking, or customer service.
- 2+ years of leadership experience, with a focus on team coaching and development.
- Prior client-facing banking experience required.
- Experience handling escalated client situations and complex transactions preferred.
Required Knowledge, Skills, and Abilities
- Strong client service, leadership, and coaching skills with the ability to develop team members, support onboarding and training, resolve escalated client concerns, and foster a high-performing team environment.
- Comprehensive knowledge of banking products, teller operations, transaction processing, compliance requirements, risk controls, fraud prevention, and regulatory standards.
- Ability to apply policies and procedures using sound judgment while ensuring operational accuracy, compliance, and strong risk management practices.
- Excellent communication, interpersonal, organizational, and problem-solving skills with the ability to manage multiple priorities, identify process improvements, and perform effectively in a fast-paced environment.
- Detail-oriented with a strong focus on accuracy, documentation, balancing, confidentiality, and operational excellence.
- Proficient in Microsoft Office Suite (Excel, Word, Outlook, and PowerPoint); working knowledge of Jack Henry and SilverLake systems preferred.
LI-BW3
LI-hybrid
Required Skills
Required Experience