CUSTOMER SERVICE SUPERVISOR
Company: Baycoast Bank
Location: Somerset
Posted on: May 28, 2023
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Job Description:
POSITION TITLE: CUSTOMER SERVICE SUPERVISORDEPARTMENT: COMMUNITY
BANKING/BRANCH ADMINISTRATIONLEVEL: 105FLEXIBLE WORK PROGRAM
ELIGIBILITY CODE: N/A FUNCTION:Under the direction of the Branch
Manager and Assistant Branch Manager, the Customer Service
Supervisor is at the forefront of customer interactions as part of
a branch-based team that provides high quality service that earns
the long-term loyalty of our customers. Leverages communication
skills and banking knowledge to engage with customers. Understands
customer's needs which will provide financial solutions and advice
to resolve issues and help customers achieve their financial goals.
Responsible for the daily supervision of the branch teller staff,
creating a high-quality service team that earns the long-term
loyalty of the customers. Oversees and conducts the accurate
processing of various customer transactions. The CSS coaches the
teller team in all aspects of relationship development, service and
operations, responding to customer inquiries by answering
questions, resolving problems or referring customers to the
appropriate personnel. The Supervisor is responsible for the daily
control of the branch's main vault, distributing and receiving cash
to/from the staff. Demonstrates a willingness to do more than is
required or expected by embracing the Bank's mission statement and
core values, which will improve results and morale as well as
create new opportunities. RESPONSIBILITIES:RELATIONSHIP DEVELOPMENT
AND SERVICEBe the face of BayCoast Bank, presenting a professional,
friendly and helpful appearance with every interaction and ensures
that the teller staff consistently provides high quality customer
service.Effectively engages with customer inquiries in a courteous
and efficient manner according to the Bank's problem resolutions
procedures. Accurately processes various customer transactions.
Leverages problem-solving by speaking clearly and persuasively in
positive and negative situations. Listens and obtains
clarification.Models and promotes Customer Centric service
standards to the teller staff.Initiates contact with customers to
ensure satisfaction.Enthusiastically participates in and supports
Bank-sponsored marketing initiatives, sales meetings, training
programs and campaigns/contests.Promotes a desire to help or serve
both internal and external customers, to understand and meet their
needs.Assists as an active member of the office customer service
team with opening deposit accounts, taking loan applications,
problem solving and providing Solutions to customers, as
needed.Embraces the Bank's commitment to Solutions by seeking and
recognizing opportunities to refer our customers and new business
to different areas of the Bank, Partners, Insurance Group, BayCoast
Financial Services, Plimoth Investment Advisors, and Baycoast
MortgageUses Salesforce to track identified tasks, leads, and
opportunities. Strongly encouraged to utilize and track referrals
through Solutions to ensure proper credit and recognition.Strives
to meet and exceed branch initiatives and goals.Seeks and promotes
opportunities to provide Merchant Services and Elan credit card
products to customers. Maintains a current registration with the
Nationwide Multistate Licensing System (NMLS). STAFFING AND
COACHINGManages the daily staffing schedule and maintains a smooth
workflow behind the teller line.Motivates, trains, and coaches the
staff to improve relationship development and service
skills.Provides guidance to subordinates in the more complex or
non-routine aspects of their work.Consistently ensures staff
adherence to bank policies and procedures regarding branch
operations, security, and employment practices.Motivates staff to
improve product knowledge through periodic testing.Exhibits
confidence in self and others; inspires and motivates others to
perform well. Effectively influences actions and opinions of
others; accepts feedback from others. Gives appropriate recognition
to others.Provides training to new tellers, as needed.Coaches each
staff member to provide exceptional service by completing monthly
Observations and establishing action plans. Participates as a "team
player" to accomplish branch tasks.Helps staff to develop their
skills in order to achieve their goals which assist in their career
path development. OPERATIONALResponsible for overseeing the daily
supervision of the teller line while performing the following
duties:Responsible for the daily control of the vault, placing
orders for cash in order to maintain an adequate on hand cash
supply. Ensures the security of the main branch cash, supplying and
receiving cash to/from tellers when needed and is responsible for
its settlement at days end.In the absence of the manager and when
there is no Asst. Mngr. assigned, may be responsible for the daily
operations of the branch and monthly and quarterly branch
reports.Balances the ATM, night deposit and subject to verification
bags daily.Issues Debit/ATM cards through Card @ Once and performs
maintenance when cards are compromised due to lost, stolen or
fraud.Demonstrates complete knowledge of Customer Service Associate
(teller) transactions and performs Customer Service Associate
(teller) transactions & other duties as needed.Consistently
produces and exceeds the expected volume of teller transactions,
adhering to the established teller difference limits.Prepares
source documents completely and accurately and processes the
appropriate paperwork correctly and promptly.Ensures monthly cash
audits are completed/submitted on a timely basis.Maintains a high
degree of accuracy, organization, and productivity in overseeing
and conducting customer transactions.Signs bank checks, approves
certain checks for encashment, and overrides certain transactions
in accordance with proper procedures.Assists the Supervisory Staff
in monitoring service performance and reports incidents to Branch
Manager or Assistant Branch Manager.Assists in communicating goals
and evaluating performance vs. goals set.Has a commanding knowledge
of the features and benefits of BayCoast Bank products and
services, ensuring the staff is also knowledgeable in products and
services.Assists with the safe deposit box function.Process wire
transfer request and approves wires in accordance with proper
procedures.Accurately completes the loan application
process.Inventories and orders branch supplies, as needed.Quickly
responds to internal inquiries from other departments or
areas.Maintains a neat, organized work area.Is responsible to open
and/or close the branch in the absence of the Manager and Assistant
Manager.Adheres to the Banks confidentiality policy and the
safeguarding of customer information. Participates in Bank
sponsored community events and organizations.Attends all required
trainings/meetings as assigned or scheduled.Performs additional
duties as requested. Knowledge/Skills/Experience
Requirements:Minimum 1- year experience as a teller in a bank or
other financial institution. Strongsupervisory and interpersonal
communications skills. A thorough understanding of
telleroperations. Professional telephone communications skills.
Enthusiastic, customer-focused team player. Organized and
dependable. Good knowledge of bank terminology,products and
services. Skilled in typing and general use of office equipment.
Ability towork accurately with figures and to perform detailed
work. Positive and helpful attitude.
PDN-993351d4-a0ac-4b62-8328-cedc953eaafe
Keywords: Baycoast Bank, Fall River , CUSTOMER SERVICE SUPERVISOR, Hospitality & Tourism , Somerset, Massachusetts
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