HOA Service Manager

SUMMARY

The HOA Service Manager actively manages HOA operations with little or no direct oversight, while adhering to Bank policy to deliver effective financial services and support to clients. This position requires the use of sound discretion and independent judgment on matters of financial and strategic significance to the Bank. In conjunction with managing operations, the HOA Service Manager is responsible for the supervision, training, and development of non-exempt associates.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Proactively and creatively manages all aspects of HOA client's operational needs and issues.
• Gives direction and assistance to Business Financial Center operations staff regarding how to process HOA related client needs and issues.
• Responsible for setting up the workflow process for HOA banking operations, and for taking necessary measures to provide the needed support for smooth operations.
• Independently monitors and stay abreast of industry trends and competitor products.
• Uses discretion and independent judgment to timely resolve, address, and anticipate complex customer service-related issues that require management-level intervention or attention.
• Implements, develops, and oversees sales and service program objectives to ensure that the program has a positive impact on customer service and goals and objectives of the company are maintained by all staff.
• Implements, develops, and oversees client account retention plans.
• Maintains thorough product knowledge of all existing and newly introduced products, services, and programs.
• Supervises, trains, and develops non-exempt associate staff.
• Delegates tasks and duties to other team members and monitors to ensure timely completion of work assignments by staff.
• Monitors each staff member's training and contribution in the product knowledge program.
• Works collaboratively with other departments to achieve cross-training goals.
• Applies and interprets Bank policies to minimize losses, control expenses, and maintain satisfactory audits.
• Implements and oversees monthly control and timely submission of reports.
• Complies with, and stays abreast of, all policies and procedures, federal and state laws applicable to the job.
• Provide, present, and promote The Citizens Experience to all external and internal customers
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Directly supervises associates in the HOA operations group. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Associate's degree (A. A.) or equivalent from two-year College or technical school; or three years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to author routine reports and correspondence. Ability to speak effectively before groups of customers or associates of organization.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

COMPUTER & SOFTWARE SKILLS

CERTIFICATES, LICENSES, REGISTRATIONS

None required.

OTHER SKILLS and ABILITIES

• Ability to foster a positive work environment that promotes individual engagement, teamwork, and pride in work.
• Demonstrates a thorough working knowledge of the Bank's established policies and procedures.
• Commitment to teamwork and a focus on delivering The Citizens Experience.
• Implements, develops, and oversees a working environment that fosters individual and team enthusiasm and pride.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to talk or hear. The associate frequently is required to use hands and fingers to operate a computer keyboard, mouse, calculator, and telephone and reach with hands and arms. The associate is occasionally required to stand, walk, and sit. The associate must occasionally lift and/or move up to 25 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.