Customer Service Supervisor - New Britain

Overview

Perform all activities required to service customers and manage the CSR staff.

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
• Aid customers with complex customer service issues and questions, coordinating with all areas of the organization to provide timely resolution to all customer requests
• 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 when opening accounts
• Participate in new customer relationship onboarding calls and prescribed network wide outbound call campaigns
• Organize work to facilitate a 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 utilize system
• Responsible for operations and compliance items such as CTR's, cash audits, cash box difference monitoring and offline balancing
• Conduct wire transfers and supervisor overrides as needed following the proper procedures
• Perform related duties as required

Compliance

• Comply with applicable bank regulations, such as regulations governing currency transactions, purchase of negotiable instruments, and money laundering (BSA, AML)
• Comply with all applicable regulations and Bank policies regarding employment and employment law
• Participate in annual compliance and other job-related training