Service Manager (Branch Manager)

Overview

Stable. Family. Opportunities. Unique. Whether First Citizens Bank has been established for 120+ years, or expanding its presence in your market, we invite you to be a part of our story. We’re looking for people who want more than just a job – who want to make a difference in the communities where we live and work.

As a Service Manager at First Citizens Bank, you will be responsible for the overall management and leadership in a branch. You will oversee the branch operations with the support from an operations specialist. You will manage a staff of sales and service representatives. Manage banking relationships through proactive customer outreach and customer service requests. This position is responsible for opening deposit accounts and related banking services, lending and identifies referrals for specialty partners.

This position may be filled as a Licensed Service Manager or

Service Manager based on the skills and experience of the selected candidate.

Responsibilities & Qualifications

• Duties & Responsibilities: Team Management - Manage performance and personnel functions for a team, ensuring operational soundness while executing on a plan to deliver results that create value for the customer and meet the financial expectations of the bank. Drive accountability to role expectations, responsibilities and authorities, providing one on one feedback and coaching that supports associate development and achievement of results. Regularly and proactively leverage the expertise of bank partners, other managers or team
• Sales - Achieve individual and/or team financial, production and relationship results relative to the specific metrics and goals assigned. Sales results should align with the needs of the community and ultimately support the organizational commitment to diverse lending. Engage with customers, prospects and referral sources through proactive outreach. When appropriate, represents the Bank in the community by attending and participating in civic and community events for the purpose of generating additional business and identifying potential CRA opportunities for the Bank. Engage in sales practices that are aligned to create value for both the customer and the bank. Appropriate partnering, planning and preparation occurs to ensure conversations provide the relevant financial guidance needed to drive informed decisions.
• Service Standards - Foster collaborative partnerships that deliver value for customers, prospects and colleagues. Initiate conversation to uncover sales or referral opportunities. Listen attentively and ask insightful questions to understand customer needs and preferences; and take prompt actions to address immediate needs. Proactively look for way to optimize performance by seeking coaching, supporting Bank initiatives and leveraging tools to enhance activities.
• Operations and Administration - Comply with all regulations, bank policies, procedures and delegated authorities to manage risk related to credit, operational, reputational, regulatory and legal aspects of personal interactions, customer transactions and financial exposures. Complete required training by established deadlines. Perform general office management duties as assigned to ensure operational efficiency. Associates in roles defined to take deposits are accountable for transaction accuracy and operational efficiency of that function. The results may include an accountability for individual contribution as well as team performance.
• Position Specific Skills: Application of a structured sales process
• Providing financial guidance and expertise
• Financial literacy
• Knowledge of retail banking products and services
• Operations management
• Performance Coaching
• Service Excellence

Qualifications:

• Service Manager Qualifications: Minimum Required Education and Experience: Bachelor's Degree and 2 years' experience OR High School Diploma or GED/Equivalent and 6 years' experience in Financial services, sales or bank operations
• Preferred Area of Experience:2 years in a leadership role
• Required Licenses or Certifications: In cases where licensing is required, associates must complete the Bank-sponsored licensing program within 12 months of entering the role. Must possess a valid driver's license. Position requires frequent driving to other offices, bank customers, etc. Bank car not provided.
• Licensed Service Manager Qualifications: Bachelor's Degree and 2 years of experience in Financial services, sales or bank operations OR High School Diploma or GED and 6 years of experience in Financial services, sales or bank operations
• Preferred Area of Experience: 2 years in a leadership role
• License or Certification Type: Must have or obtain Series 6 or 7, 63 and state specific life insurance licenses within a reasonable timeframe. Required, Must possess a valid driver's license. Position requires frequent driving to other offices, bank customers, etc. Bank car not provided.
• Required Skill(s): Application of a structured sales process, Providing financial guidance and expertise, Financial literacy, Knowledge of retail banking products and services, Operations management
• Additional Information
• Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.

Responsibilities

• Duties & Responsibilities: Team Management - Manage performance and personnel functions for a team, ensuring operational soundness while executing on a plan to deliver results that create value for the customer and meet the financial expectations of the bank. Drive accountability to role expectations, responsibilities and authorities, providing one on one feedback and coaching that supports associate development and achievement of results. Regularly and proactively leverage the expertise of bank partners, other managers or team
• Sales - Achieve individual and/or team financial, production and relationship results relative to the specific metrics and goals assigned. Sales results should align with the needs of the community and ultimately support the organizational commitment to diverse lending. Engage with customers, prospects and referral sources through proactive outreach. When appropriate, represents the Bank in the community by attending and participating in civic and community events for the purpose of generating additional business and identifying potential CRA opportunities for the Bank. Engage in sales practices that are aligned to create value for both the customer and the bank. Appropriate partnering, planning and preparation occurs to ensure conversations provide the relevant financial guidance needed to drive informed decisions.
• Service Standards - Foster collaborative partnerships that deliver value for customers, prospects and colleagues. Initiate conversation to uncover sales or referral opportunities. Listen attentively and ask insightful questions to understand customer needs and preferences; and take prompt actions to address immediate needs. Proactively look for way to optimize performance by seeking coaching, supporting Bank initiatives and leveraging tools to enhance activities.
• Operations and Administration - Comply with all regulations, bank policies, procedures and delegated authorities to manage risk related to credit, operational, reputational, regulatory and legal aspects of personal interactions, customer transactions and financial exposures. Complete required training by established deadlines. Perform general office management duties as assigned to ensure operational efficiency. Associates in roles defined to take deposits are accountable for transaction accuracy and operational efficiency of that function. The results may include an accountability for individual contribution as well as team performance.
• Position Specific Skills: Application of a structured sales process
• Providing financial guidance and expertise
• Financial literacy
• Knowledge of retail banking products and services
• Operations management
• Performance Coaching
• Service Excellence

Qualifications:

• Service Manager Qualifications: Minimum Required Education and Experience: Bachelor's Degree and 2 years' experience OR High School Diploma or GED/Equivalent and 6 years' experience in Financial services, sales or bank operations
• Preferred Area of Experience:2 years in a leadership role
• Required Licenses or Certifications: In cases where licensing is required, associates must complete the Bank-sponsored licensing program within 12 months of entering the role. Must possess a valid driver's license. Position requires frequent driving to other offices, bank customers, etc. Bank car not provided.
• Licensed Service Manager Qualifications: Bachelor's Degree and 2 years of experience in Financial services, sales or bank operations OR High School Diploma or GED and 6 years of experience in Financial services, sales or bank operations
• Preferred Area of Experience: 2 years in a leadership role
• License or Certification Type: Must have or obtain Series 6 or 7, 63 and state specific life insurance licenses within a reasonable timeframe. Required, Must possess a valid driver's license. Position requires frequent driving to other offices, bank customers, etc. Bank car not provided.
• Required Skill(s): Application of a structured sales process, Providing financial guidance and expertise, Financial literacy, Knowledge of retail banking products and services, Operations management

Qualifications

• Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.