Customer Service Supervisor, Retail - Ballard, WA - FT 40

Serves in a leadership capacity to assist the branch manager in motivating and supporting Customer Service Representative (CSR) staff to participate in branch sales efforts, exemplary customer service, and sound branch operations.

Responsibilities

In conjunction with the Branch Manager:

• Schedule, supervise, and coach Customer Service Representative (CSR) staff.
• Manage paying, receiving, and new account operations.
• Ensure branch regulatory compliance.
• Model exemplary sales and service skills and coach the team to explore customer needs and sell appropriate bank products and services, including referrals to other business units.
• Provide remote approvals for overrides to other branch locations.
• Resolve customer issues.
• Actively interact with internal support areas.

What you will do

Leadership Activities

• Work with Branch Manager to coach CSR staff for improved job performance, assist with performance reviews, and develop individual performance goals.
• Provide input on hiring and termination activities.
• Positively recognize staff for exceptional customer service, sales, and operations.
• Actively engage staff to cultivate and encourage professional development.
• Develop strong internal partnerships with support teams, marketing, and other sales production areas.
• Provide sales and service training targeted to branch needs and specific development goals of CSR staff.
• Work with Branch Manager to set team goals and motivate staff to success.
• Present at staff meetings and may conduct offsite presentations such as Financial Literacy Training and Bank at Work presentations.

Sales Activities

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

Branch Operations Activities

• Schedule CSR staff to ensure appropriate lobby coverage.
• Work with CSR staff to ensure effective lobby management and a positive customer experience.
• Keep CSR staff current with operational standards and procedures, perform and review internal audits, ensuring adherence to policies and procedures.
• Maintain branch security by coaching and training staff in security procedures. Ensure controls are maintained over items such as keys, combinations, security signals, and cash limits.
• Determine rejects/returns in adherence with guidelines determined by Retail Leadership.
• Assist customers with paying and receiving activities and account servicing, always remaining vigilant to support customer needs.
• Ensure appropriate assignment of ATM servicing and cash vault duties; may assume these duties.
• Provide remote approvals to CSR staff at other branch locations.

Service Activities

• Consistently model exemplary customer service.
• Coach CSR staff to enhanced customer service levels.
• Actively listen to clients and maintain a friendly, positive, professional attitude.
• Resolve difficult situations with creativity, tact, and diplomacy while maintaining fiscal responsibility.
• Partner with Branch Manager to perform customer retention activities.
• Participate in a minimum of 2 community involvement activities per year.
• Work with Branch Manager and Marketing team to determine sponsorship opportunities each year.

Requirements

• High School diploma or GED required.
• Minimum of 5 years job experience as a Senior CSR/New Accounts Representative or equivalent, plus demonstrated leadership ability in an operations area related to Bank or retail operations.
• Additional experience may be considered in lieu of degree.
• 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.
• Must be a self-starter, dependable, able to work within deadlines under pressure.
• Must possess excellent judgment and the ability to accept responsibility and handle confidential information.
• Ability to work quickly and accurately, to analyze information, and make decisions.

ADA Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit and talk or hear, and use hands to finger, handle, or feel objects, tools, or controls.
• The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision.
• The noise level in the work environment is usually moderate.

Pay

$24.80 - $42.15 hourly. Eligible for Retail Incentive Plan.

Benefits

Our comprehensive employee benefits program is designed for you to live your best life at work, home, and everywhere in between. Employees working 25 hours or more per week are eligible for health benefits effective the first day of the month following or coinciding with their date of hire.

• 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).

Final compensation package will be determined by the work experience, education, and/or skill level of the applicant along with internal equity and alignment with geographic market data.