PositionSummary
Full time, Non-Exempt
Pay Grade: Grade 7
The Customer Service Manager leads branch operations by supervising teller staff, ensuring compliance with policies, and delivering exceptional customer experience. This role is responsible for managing daily cash operations, balancing accuracy and security, and upholding risk management and compliance standards within the branch. In addition to overseeing staffing, training, and performance development for tellers, the Customer Service Manager serves as a point of escalation for customer concerns and fosters a culture of service excellence. By combining strong leadership with operational expertise, this role ensures branch efficiency,
strengthenscustomer relationships and supportsthebank’soverallgrowthandreputationinthecommunity.
MinimumQualifications
- Associate’s degree in business, finance, or related field or equivalent experience.
- 3 years of supervisory experience
- 1yearofbankingexperience.
- Knowledgeofbankingoperationsandcompliancestandards(preferred).
KeyResponsibilities
- Supervise, train, and coach teller staff.
- Conduct transactions and oversee daily branch operations, including balancing and compliance.
- Implementandmonitorriskmanagement,security,andcashhandlingpolicies.
- Resolve escalated customer service issues.
- Support strategicserviceinitiativesand branchgoals
- Follow all security, risk, and compliance protocols alongside bank policies and procedures.
Competencies
- Strongleadershipandteam-buildingabilities.
- Customer-focused mindset with problem-solving skills.
- Excellentcommunicationandinterpersonalskills.
- Abilitytomanagemultipleprioritieseffectively.
- Highattentiontodetailandaccuracywithdemonstratedabilitytohandleconfidentialinformationresponsibly.
GeneralRequirements
- Must be able to lift and carry up to 10 pounds.
- Some travel to branch or offsite locations may be required.
- Abilitytosit,stand,andoperateacomputerforextendedperiodsoftime.
- Must complywithall bankpolicies,procedures,andregulatoryrequirements.
- Maintainaprofessionalappearanceand demeanor.
- Demonstrateconfidentiality,integrity,andsoundjudgmentinallinteractions.
- Must be able to work evenings and weekends as business needs dictate.
COMPANY OVERVIEW
At First National Bank (FNB), we're more than just a place to work—we're a locally-owned community bank deeply invested in the success of our neighbors. Headquartered in Williamson, WV, we blend the tradition of a Hometown Community Bank with the convenience of modern services to help our clients take control of their finances. If you're passionate about making a real impact, we invite you to build your career with us.
BENEFIT PROGRAM
- Featured benefits for full-time team members include:
- Health, dental, and vision insurance
- Life and disability insurance
- Critical illness, accident, and hospital indemnity insurance
- Pet insurance and pet discount program
- 401(k) plan
- Generous paid time off policy
- Generous holiday schedule
Equal Opportunity Employment
We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, the organizations comply with applicable state and local laws governing nondiscrimination in employment in every location in which it has operations. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, and compensation.
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First National Bank of Williamson