Customer Service Supervisor, Retail

Leadership Activities

• Works with Branch Manager to coach CSR staff for improved job performance
• Aids manager with performance reviews and develops individual performance goals
• Provides input on hiring and termination activities
• Positively recognizes staff for exceptional customer service, sales, and operations
• Actively engages staff to cultivate and encourage professional development
• Develops strong internal partnerships with support teams, marketing, and other sales production areas
• Provides sales and service training targeted to branch needs and specific development goals of CSR staff
• Works with Branch Manager to set team goals and motivates staff to success
• Presents at staff meetings and may conduct offsite presentations such as Financial Literacy Training and Bank at Work presentations

Sales Activities

• Actively profiles new and existing clients, ensuring appropriate sales of bank deposit and lending products
• Actively initiates partner referrals when appropriate to client needs
• Works with branch manager to motivate and coach CSR staff to desired production levels
• Assists Branch Manager with sales programs to generate targeted branch deposit growth
• Works closely with Branch Manager on business customer prospecting / business development, including outside calling

• Schedules CSR staff to ensure appropriate lobby coverage
• Works with CSR staff to ensure effective lobby management and a positive customer experience
• Keeps CSR staff current with operational standards and procedures, performs and reviews internal audits, ensuring adherence to policies and procedures
• Maintains branch security by coaching and training staff in security procedures
• Determines rejects / returns in adherence with guidelines determined by Retail Leadership
• Ensures controls are maintained over items such as keys, combinations, security signals and cash limits
• May provide remote approvals to CSR staff at other branch locations

Service Activities

• Consistently models exemplary customer service
• Coaches CSR staff to enhanced customer service levels
• Actively listens to clients and maintains a friendly, positive, professional attitude
• Resolves difficult situations with creativity, tact and diplomacy while maintaining fiscal responsibility
• Partners with Branch Manager to perform customer retention activities
• Participates in a minimum of 2 community involvement activities per year
• Works with Branch Manager and Marketing team to determine sponsorship opportunities each year

Qualifications

• Minimum of 5 years job experience as a Senior CSR/New Accounts Representative or equivalent
• Demonstrated leadership ability in an operations area related to Bank or retail operations
• Professional staff development, performance management, training, and employee counseling skills are preferred
• Proven ability to lead and develop a team is preferred
• Proven history of negotiation and influencing skills
• Proven sales techniques and sales management skills
• Technical skills and experience to operate teller software, Word, Excel, and other bank-related computer programs
• Strong customer relations skills and the ability to communicate and work well with employees and customers in a cooperative, positive manner
• Self-starter, dependable, able to work within deadlines under pressure
• Able to work quickly and accurately, to analyze information and make decisions
• Ability to work quickly and accurately, to analyze information and make decisions
• Must possess excellent judgment, and the ability to accept responsibility and handle confidential information
• Physical requirements: Requires ability to operate teller and office equipment including computers, adding machines, telephones, typewriters, copy machines, fax machines, electronic credit card authorization terminals, and security devices

Skills

• Technical skills and experience to operate teller software, Word, Excel, and other bank-related computer programs
• Strong customer relations skills and the ability to communicate and work well with employees and customers in a cooperative, positive manner
• Proven leadership and team development skills
• Proven sales techniques and sales management skills
• Proven ability to negotiate and influence

Benefits

• Medical, prescription, dental, and vision coverage for employees and their eligible family members
• Employer paid Employee Assistance Program, Life Insurance, AD&D, and Disability benefits
• Health Savings Account with employer contribution
• Healthcare and Dependent Care Flexible Spending Accounts and Commuter/Parking Benefit
• 401(k) and Roth 401(k) with company contribution
• 529 Education Savings plan, Tuition Reimbursement Program and Student Loan Assistance Program
• Supplemental Health plans, Voluntary Legal and Identity Theft Services
• 11 paid holidays, paid Sick days (accrual of one hour for every 30 hours worked), up to 25 paid vacation days, and 16 hours of paid volunteer time throughout the calendar year
• Free personal checking and savings account; Discounted rates on primary residence loan with $0 origination fees (restrictions apply)