Assistant Client Service Manager

Description

If you’re looking for an exciting career opportunity, you’re in the right place.

West Coast Community Bank is a top-rated community bank with a focus on serving the banking needs of businesses and individuals along the Central Coast, in Silicon Valley and throughout the Bay Area.  We operate full-service branches in Aptos, Capitola, Cupertino, King City, Monterey, Salinas, San Luis Obispo, Santa Cruz, Scotts Valley and Watsonville.

Delivery of relationship-based service with a solutions-driven focus sets us apart from the competition. We offer direct access to decision-makers combined with modern banking technologies and digital tools. The Bank is a leading SBA lender in Santa Cruz County and Silicon Valley and a top USDA lender in the state of California. 

Since opening in 2004, we have proudly upheld our commitment to support regional well-being by actively participating in and donating to local nonprofit organizations. We engage in impactful volunteerism and support the greater economic vitality within our four-county reach, contributing more than 2,000 hours of volunteering annually.

Our success is driven by our exceptional team — experienced, knowledgeable and focused on delivering results!

National, regional and local honors we’ve received include:

• Newsweek –  America’s Best Regional Banks and Credit Unions 2025
• American Banker Magazine – Top 100 Best Performing Community Banks in the U.S., 10 years
• Good Times –  Readers’ Poll, Best Bank in Santa Cruz County, 13 years
• Santa Cruz Sentinel –  Readers’ Choice, Best Bank in Santa Cruz County, 10 years
• Farm Bureau of Santa Cruz County and Agri-Culture – Al Smith Friend of Agriculture Award
• Second Harvest Food Bank – Big Step and Platinum Awards for Holiday Food and Fund Drive
• Santa Cruz Area Chamber of Commerce –  Business of the Year 2025, 2021 and 2018
• The Pajaronian – Best of the Pajaro Valley 2024 Readers’ Poll, Best Bank 
• The Press Banner – The Best of Scotts Valley 2024 Readers’ Poll, Best Local Bank 

Position Overview  

Under the general direction of the Customer Service Manager, the Assistant Service Manager of the Bank will manage daily operations of the office to ensure that excellent customer service is first priority. Responsibilities include but are not limited to effective communication and oversight of the Bank’s customer service standards. Must be knowledgeable of Bank products and services, and endeavor to offer, promote and refer bank products and services to new and existing customers. Providing training support to new hires, perform employee coaching and participate in annual performance evaluations. Provide immediate feedback to direct reports to ensure they are performing their job duties in an accurate and timely manner. Responsible as first line of defense to ensure the safety and security of the Bank’s assets. 

Duties - to include but not limited to:

• Oversee daily operations of branch office. Under the direction of the Customer Service Manager.
• Ensure timely completion of performance evaluations and goals for each direct report.  
• Recommend appropriate performance action as required, following internal procedures at all times.
• Ensure all Customer needs and requests are met in a timely, professional manner.
• Responsible for developing and cross training all staff to ensure consistent excellent Customer service.
• Successfully complete all compliance and training courses assigned by the Bank.
• Direct employee training to improve efficiency and ensure adherence with policies & procedures.  
• Ensure compliance with all Regulations. 
• Maintain appropriate cash control, in addition to require safety and measures as it related to cash and securities. 
• Ensure that office cash supply is sufficient to service customer needs, while staying within assigned cash limits.
• Support training of branch staff on products and services.  Support technical and systems trainings. 
• Adhere to the Bank’s Customer Service Standards, and support the Bank’s Core Values by their actions. 
• Responsible for service quality standards, audit controls, and loss Prevention.   
• Organize workflows and ensure direct reports understand their duties and delegated tasks.
• Demonstrate leadership, teamwork and innovation with regard to motivating, training and recognition. 
• Other duties assigned by Customer Service Manager and/or Branch Administrator.

Qualifications

• A.A in Business Administration
• 5+ years banking experience
• 1-2 years Supervisory experience

Requisite Skills

• Strong organizational, communication and interpersonal skills.
• Thorough knowledge and understanding of all Bank products.
• Thorough knowledge of Branch Certification/Audits/Risk Controls. .
• Understanding of all Regulatory and Compliance issues relative to new account activity.
• Strong problem solving skills.

Supervisory Responsibilities

• Supervision of Branch Operations Staff

Benefits:

• Medical, dental, and vision plans
• Vacation, sick leave, paid Holidays
• Paid volunteer time
• Employer paid life insurance
• 401(k) with employer matching
• Ongoing training, professional development and career advancement opportunities

Physical Demands:

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

• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate typical office equipment such as a computer, telephone, mouse and keyboard.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Light to moderate lifting may be required.
• Regular, predictable attendance is required; including the occasional evening and weekend work as business demands dictate.
• Travel between company locations as needed.

Work Environment

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

• Moderate noise (i.e., business office with computers, phone, and printers, moderate traffic).
• Ability to work in a confined area.
• Ability to sit or stand at a computer terminal for an extended period.