CSR Supervisor

About the Role

The Customer Service Representative Supervisor (CSR Supervisor) is a critical link between the bank and its customers, playing a vital role in the branch’s success. This role provides exceptional customer service, including sales and service functions, and makes qualified referrals in a fast-paced, process-driven team environment. The CSR Supervisor helps create, develop, and support a dynamic CSR team that maintains strong customer relationships by delivering quality services to help customers achieve their financial goals.

Responsibilities

• Accurately process transactions including deposits, night drop deposits, withdrawals, transfers, loan payments, official checks, money orders, and credit card advances.
• Maintain the branch cash limit, perform branch audits, and prepare branch reports.
• Adhere to the bank’s Vision, Core Competencies, and Moments of Truth while identifying referral opportunities and directing customers to appropriate areas of the bank; coach the team to do the same.
• Safeguard the bank’s assets by efficiently operating a cash drawer and maintaining the vault while following bank policies, procedures, and the Bank Operations Manual.
• Manage, develop, and support the team on efficient operations, sales, and service standards.
• Train the team to ensure skill development and career growth opportunities for each member.
• Conduct interviews, coaching, and evaluations of CSRs, and review CSR timecards.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibility

This position directly supervises Customer Service Representatives.

Work Environment

This job operates in a professional retail branch. Routine use of standard office equipment such as computers, phones, photocopiers, teller validators, and scanners is required.

Physical Demands

• Regularly required to talk or hear.
• Manual dexterity, including the ability to lift files, open filing cabinets, and lift coins or currency up to 40 pounds.
• Maneuvering around the branch, bending, and stooping as necessary.
• Close vision and ability to adjust focus.

Schedule

This is a full-time position. Days and hours vary according to the branch location.

Travel

Minimal travel is expected for this position.

Requirements

• High school graduate or GED.
• Working knowledge of computer software.
• High energy with strong interpersonal, oral, and written communication skills.
• Ability to work in a team environment while demonstrating good judgment, tactfulness, and professionalism under time constraints.

Preferred Qualifications

• Post-high school education or 1 year of related experience.
• Banking experience.
• Management experience.