Experience Banking Supervisor

Responsibilities

• Serve as the primary point of contact for clients, ensuring exceptional service and satisfaction.
• Manage and resolve client inquiries, complaints, and service requests with professionalism and urgency.
• Conduct in-depth and situational interview questions and sufficiently summarize for management review.
• Write and facilitate team member annual reviews.
• Directly supervise team members by monitoring daily performance, assigning and prioritizing work, providing coaching and feedback, and ensuring timely follow-up on performance expectations.
• Create new and improved procedures with minimal supervision.
• Manage multiple projects concurrently and prioritize issues.
• Create reports to track metrics for issue resolutions and suggestions of product enhancements.
• Mentor team members to develop in and beyond their role.
• Coordinate and write training materials to support team knowledge, consistency, and process adoption.
• Conduct routine audits of team activities, processes, and client interactions to ensure accuracy, consistency, and adherence to established procedures.
• Facilitate meetings across departments.

Qualifications

• Advanced knowledge of Microsoft Office Suites (e.g. manipulating spreadsheets, flowcharts, uniform presentations, etc.).
• Proven strong critical thinking and data-analysis skills navigating large data sets.
• Strong technical aptitude with the ability to effectively leverage systems, reporting tools, and AI-enabled resources to improve efficiency, support training, analyze information, and enhance team processes.
• Demonstrate capability to manage projects from beginning to end with minimal assistance.
• Always exemplify appropriate workplace behavior and business ethics.
• Demonstrated ability to directly supervise team members, including providing clear expectations, coaching, feedback, and follow-up to support performance and accountability.
• Identify team training needs and develop, write, and deliver training materials that promote consistent procedures, service standards, and operational knowledge.
• Strong leadership skills with the ability to mentor team members, support professional development, and reinforce a high-performance, client-focused team environment.
• Answer complex client and team member inquiries without supervision.
• Professionalism and sound judgment in creating solutions in the best interests of clients, team members, and the business.
• Able to articulate clear updates to operating practices using a standardized format.
• Understand the unique needs of the business and summarize complex situations succinctly for leadership review.

Benefits

• 401(k) plan with corporate match.
• Medical and dental insurance.
• The opportunity to work for a fast-growing, local organization.