Customer Service Supervisor- Doylestown

Job Description: The following is a list of essential functions, which may be subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function.

Responsibilities

• Supervise and coach CSR staff and ensure compliance with Bank policies and procedures.
• Maintain primary responsibility for settlement of vault cash, ATM, night deposits, and all cash needs of the branch in accordance with Bank policies and procedures.
• Process customer transactions accurately and efficiently, ensuring all required forms are completed properly.
• Perform customer‑requested account maintenance including address changes, ID updating, card ordering, and check ordering.
• Assist customers with complex service issues and questions, coordinating with all areas of the organization to provide timely resolution.
• Promote a positive image of the Bank by identifying customer financial needs and proactively recommending appropriate Bank products and services, including investments and residential lending.
• Open personal and business accounts adhering to all Bank policies and procedures.
• Participate in new customer relationship onboarding calls and prescribed network‑wide outbound call campaigns.
• Organize work to facilitate timely and accurate balancing of transactions at the end of the day.
• Provide outstanding customer service while exhibiting a professional demeanor at all times.
• Utilize the customer relationship management system to document customer conversations and send referrals to other departments; encourage direct reports to use the system.
• Responsible for operations and compliance items such as CTRs, cash audits, cash‑box difference monitoring, and offline balancing.
• Conduct wire transfers and supervisor overrides as needed, following proper procedures.
• Perform related duties as required.
• Comply with all applicable regulations and Bank policies regarding employment law, privacy, and ethics; participate in annual compliance and job‑related training.

Requirements

• High School diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
• Minimum 2 years of banking experience or relevant work experience.

Skills

• Knowledge of Bank products and services.
• Excellent customer service skills.
• Ability to interact well with team members and customers.
• Supervisory and coaching skills.
• Strong attention to detail and accuracy.
• Basic computer skills.
• Ability to multi‑task and remain organized.
• NMLS preferred.
• Ability to use sound judgment when making decisions on behalf of the Bank.

Schedule

• Traditional office environment with no unusual work conditions; branch operates six days a week (Monday – Saturday) with hours varying by location.
• All branch team members are required to work a minimum of two (2) Saturdays per month.