Position Summary

The Service Manager II is responsible for selling all bank products and services to customers and non-customers in a needs-based manner. The position is responsible for the daily operations of the service center, supervising, mentoring, and coaching the teller and/or universal banker team for the attainment of goals through the promise of Service Excellence.

Duties & Responsibilities

• Identify customer and non-customer financial needs, selling all appropriate products and services.
• Service customer accounts as needed and proactively communicate with customers to ensure financial needs are met.
• Complete any other service center-specific responsibilities as determined by the Area Manager.
• Responsible for overall Service Center operational performance and results; assist with the development of goals and plans of action consistent with service center objectives and in partnership with the Area Manager.
• Responsible for monthly and quarterly service center audits, including the quarterly Service Center scorecard.
• Coordinate staffing plans and personnel needs with their respective Area manager
• Seeking new business from customers and prospects by completing outside business calls weekly within the community/branch market.
• Developing and supporting a strong needs-based sales environment by modeling the right behaviors, conducting sales meetings, and individual coaching sessions with behavioral action plans.
• Supervise, evaluate, inform and provide direction to all service center associates.

Education & Experience

Knowledge of:

• Strong sales and customer service skills
• Strong oral and written communication skills

Ability to:

• Make independent decisions regarding service center operations for which there are not always precedents
• Analyze and solve problems that are of a complex nature
• Take reasonable care to prevent loss to the organization
• Perform duties under frequent time pressures

Education and Training:

• Requires 3-5 years of banking or management experience at a financial institution or related business field.
• Previous sales experience preferred.
• Pursuant to the Secure and Fair Enforcement for Mortgage Licensing Act (“SAFE Act”), all Service Center Managers (if lending) are required to maintain current registration with the Nationwide Mortgage Licensing System & Registry (“NMLS”). If such registration is not active as of the hire date, the Service Center Manager must immediately attain active registration upon employment. Service Center Managers who fail to maintain an active and current registration will be unable to lend and may be subject to disciplinary action, up to and including termination of employment.
• Requires knowledge of Microsoft Office.

Busey values a diverse and inclusive workplace and strives to recruit, develop and retain individuals with exceptional talent. A team with diverse talent, working together, is essential to Busey’s commitment of delivering service excellence. Busey is an Equal Opportunity Employer including Disability/Vets. Visit Busey.com/Careers to learn more about Busey’s Equal Opportunity Employment.