Service Manager II (SA)

About the role

The Service Manager II (SA) leads the banking center's teller operations, ensuring operational accuracy, regulatory compliance, and consistent service quality while serving as a fully cross-trained banker. This role oversees teller procedures, maintains internal controls, develops teller staff through coaching and performance management, and provides banking services to support customer relationship growth. The Service Manager II exercises independent judgment within established policies and serves as the primary escalation point for teller-related operational matters, supporting the Banking Center Manager in achieving branch sales, service, and operational objectives.

Responsibilities

• Creates a welcoming environment and communicates professionally with customers and team members
• Models and reinforces exceptional service standards and operational discipline
• Leads all teller operations, including transaction accuracy, cash controls, audits, compliance, risk management, and service execution
• Supervises the hiring, training, scheduling, coaching, evaluating, and counseling of teller staff
• Conducts teller observations, reviews large transactions, Reg CC holds, and exception handling
• Manages cash operations, including cash ordering, vault limits, dual controls, and surprise cash audits
• Ensures adherence to internal policies, procedures, and regulatory requirements related to teller operations
• Prepares and reviews teller-related reports and documentation as required
• Serves as the escalation point for teller issues, discrepancies, and operational concerns
• Performs teller transactions as needed to support operational flow and coverage
• Maintains accountability for assigned cash and ensures accuracy at all times
• Partners with the Banking Center Manager to support branch goals related to service quality, productivity, and operational effectiveness
• Performs customer account maintenance and resolves complex account servicing requests
• Identifies customer financial needs and recommends appropriate Bank products and services
• Refers customers to lending, mortgage, treasury management, insurance, investments, and other specialized banking partners
• Assists with lobby management by supporting customer traffic, appointments, banker coverage, and overall customer experience
• Supports Banking Center sales objectives through relationship development, referrals, and customer retention
• Participates in job-specific training and other Bank training programs
• Maintains current knowledge of internal risk controls, loss prevention, and reporting of suspicious activity per Bank policy
• Complies with all federal and state laws, regulations, and Bank policies, including audit controls
• Maintains current knowledge of BSA/OFAC/USA Patriot Act/CIP/AML rules and regulations
• Performs other related duties as assigned, including cross-training across departments and rotating between banking centers as needed

Requirements

• High School Diploma or GED required
• Bachelor’s degree in business, marketing, or related field preferred
• Minimum 4–6 years of teller experience, or 4 years of teller experience at Lone Star National Bank
• Demonstrated knowledge of teller operations, audits, and compliance controls
• Proven ability to coach, develop, and lead frontline staff
• Strong decision-making and problem-solving skills within a regulated environment
• Ability to retain and consistently apply detailed operational and regulatory procedures
• High level of integrity, accountability, and attention to detail
• Proficiency in personal computers and Microsoft Office applications (Word, Excel, Outlook)
• Bilingual in English and Spanish required

Schedule

Ability to work flexible hours, including Monday through Friday and a rotating Saturday schedule, as business needs dictate.

Training

All employees are required to attend scheduled mandatory training and complete online regulatory compliance training courses applicable to their specific job function. Compliance with federal banking laws, regulations, and internal bank policies is mandatory.

Community Involvement

Employees are encouraged to volunteer for bank-sponsored activities, civic, charitable, and community events as part of Lone Star National Bank’s commitment to community growth.