Overview

At First Citizens Bank, we believe better banking starts with great people. We're looking for individuals who want more than a job and are passionate about making a meaningful impact in the communities where we live and work.

As a Service Manager, you will provide leadership and oversight for branch operations, ensuring exceptional service delivery and operational excellence. This role is responsible for managing and developing a team of sales and service professionals while fostering strong customer relationships through proactive outreach and responsive service.

The Service Manager serves as a key leader within the branch, supporting customers with deposit accounts and a variety of banking services, identifying lending opportunities, and making referrals to specialized banking partners when appropriate. Success in this role requires a commitment to team development, customer experience, operational effectiveness, and business growth.

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:

• Communication (Written and Verbal)
• Sales management and leadership
• Performance Coaching
• Branch Banking Operations

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

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.