Service Manager II Job

First Citizens Bank (
Defense Contracting


  Full Time   Employee

Research Triangle Park
North Carolina
United States

Service Manager II
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Job ID #: 27096
Location: NC-Research Triangle Park
Functional Area: Branch Retail - Sales
Employment Type: Full-Time Exempt
Education Required: High School Diploma
Experience Required: 5 years
Days and Hours: Mon - Fri, 8:30 - 5:15
Physical Address: 22 Park Drive, Reseach Triangle Park, NC 27709
Department Name: SM II - RTP

Position Description

The Service Manager is responsible for the overall sales and operations management in the branch office. This position is utilized in a branch where there is no Financial Sales Manager or Supervisor Operations Services. This person usually manages 2 or more individuals, including the hiring, development and performance management of these individuals. This position may be utilized in specialized markets with limited office hours, in-store, military base or reservation. Primary responsibilities are to maintain service excellence, reach assigned individual sales goals, ensure that subordinates reach their sales goals, maintain operational integrity of the branch, and manage expenses at or under budget.

Principle Accountabilities:

Risk Mitigation/Operations Management: Ensure compliance with federal regulations and bank policy for all matters of branch operations. From an individual and team perspective, recognize teller and branch risk exposures; maintain internal controls; maintain cash drawer limits; maintain optimal branch vault cash levels; properly secure Bank assets; performed cash verifications as required. Back up teller transaction positions if needed.

Management: Perform various personnel functions, including interviewing and hiring, scheduling, assigning work tasks, and monitoring work of assigned associates. Serve as Greeter for new hires as needed. Conduct performance reviews, coach for development, and provide disciplinary action when necessary. Provide development feedback and opportunities for team members. Prudently manage all expenses within or under budget.

Customer Service Management: Manage branch associates to adhere to established customer service standards and in delivery of excellent client service. Resolve customer problems through research and engagement of corporate partners as needed. Handle escalated client concerns.

Sales: Lead branch sales efforts by identifying client needs and selling bank loan, deposit, and fee generating product. Refer to business, commercial and other bank sales partners; remain current on product knowledge and competition; participate in branch/area campaigns and sales initiatives. Position is primarily focused on inside sales activities but may engage in outside calling efforts based on market and goal requirement.

Sales Management: Develop & implement a branch sales plan. Follow the Banks sales management process and defined timeline for sales management activities. Utilize Bank sales tracking/management tools. Engage branch associates to generate sales leads and drive client sales opportunities.

Community: Represent the Bank in the community by attending civic and community group meetings, participating and volunteering on civic and community projects, to generate additional business for the Bank; utilize relationships with local civic/volunteer organization(s) to identify potential CRA opportunities.


Position Requirements

Bachelor degree with a minimum of 1 year experience in a financial services role.
High school diploma or GED with a minimum of 5 years experience in a financial services role.

Additional Requirements:
Must complete federal registration and annual renewal as required by the SAFE Act.
Considerable knowledge of consumer and business deposit and loan risk issues.
Ability to identify, think through and solve problems accurately and efficiently.
Ability to manage multiple priorities.
Ability to work with little direct supervision.

Other Preferred Qualifications:
At least 2 years experience in a leadership role.

We are an Equal Opportunity Employer and do not discriminate against applicants due race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or other legally protected status.

To apply for this job, contact:
Brady Krumwiede

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