Senior Client Service Specialist (Teller Manager)

Job Purpose & Scope

Responsible for ensuring effective internal controls, building professional relationships with clients, and promoting a positive, helpful, and friendly team environment. Manage direct report team members and lead day-to-day responsibilities. Lead by example and provide exceptional customer service at all times.

Essential Job Functions

• Manage direct reports, including daily supervision, interviewing and hiring, training, performance appraisals, promotion and pay recommendations, career development, and separations of direct reports.
• Utilize assessment tools to maintain detailed notes regarding customer conversations and interactions.
• Lead, coach, monitor, and develop direct reports to successfully execute against defined business development goals, operational effectiveness, and service standards.
• Ensure continuous improvement and engagement of the team through documented observational and trend-based coaching sessions.
• Cultivate professional relationships with customers, utilizing assessment tools and engaging customers in meaningful conversations to uncover needs, make appropriate recommendations, and submit referrals to banking center team members or line of business partners.
• Facilitate and process account transactions accurately and efficiently to minimize errors and reduce fraud.
• Open new accounts, as needed, and recommend new products and services to meet client needs.

Knowledge, Skills & Abilities

• Knowledge of bank products and services (e.g., online banking, mobile banking applications, banking cards)
• Knowledge of bank policies, procedures, and operational standards
• Ability to provide excellent customer service and demonstrate a helpful, friendly, approachable, enthusiastic, and professional disposition
• Ability to communicate effectively both verbally and in writing
• Ability to manage, lead, mentor, and train team members, inspiring them to meet business objectives
• Ability to act as a team-oriented leader, capable of managing and thriving in a continually changing environment
• Ability to demonstrate critical thinking skills and accurate and efficient productivity, including attention to detail
• Ability to work without close supervision
• Ability to maintain confidentiality
• Ability to follow policy and procedure including safety and security procedures
• Skill in identifying client needs
• Skill in using computer and Microsoft Office applications necessary to perform essential job functions

Basic Qualifications

• High school diploma or equivalent required; bachelor’s degree preferred
• 2+ years’ experience interacting with people and displaying excellent service skills, demonstrated through work, military and/or education, required
• Knowledge of and experience with bank products, online banking, mobile banking applications, banking cards, etc. required
• Experience overseeing retail operational business functions preferred
• Experience managing, leading and coaching professionals preferred

Job Expectations

Operate customary equipment and technology used in a business environment, with or without accommodation. Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.