Store Supervisor - Harwichport, MA

About the role

This role supervises day-to-day team activities to ensure operational excellence and compliance with policies and procedures to mitigate risk and protect the Bank and Customers. This role will drive, reinforce, and demonstrate meeting Operational, Customer and Sales objectives.

Responsibilities

• Provides supervisory oversight to a team of advice and service colleagues in the achievement of individual and Store objectives that result in legendary Customer and colleague experiences
• Day-to-day team leadership and work direction to ensure effective/efficient delivery of personalized/complex service and advice activities and/or solutions while maintaining compliance and regulatory guidelines
• Closely monitors workflows for the teller team and platform, prioritizing tasks and delegating duties and responsibilities
• Drives operational excellence in the Store, including but not limited to cash handling, vault management, control of negotiable items, preventing fraud, managing controllable expenses, promoting integrity, Customer privacy and Employee safety
• Engages in conversations with customers about loan products, facilitates the application intake so must maintain an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry)
• Lets the team know about loan products, facilitates the application intake so must maintain an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry)
• Leads, develops and coaches the team on delivering effective Customer service, product, advice conversations and/or advice-giving service; supports service and advice strategies and tactics to improve the overall Customer experience
• Acquires and deepens the Store Customer base through a variety of proactive sales and service activities utilizing generated leads specific to (Small Business, Residential Mortgages, Customers that show a need in a more complex product)
• Connects with our Customers/Prospects, provides financial advice, and deepens relationships through lead management activities to include the creation & management of Self-Generated Leads, the management of received Partner/Retail to Retail Referral Leads or Campaign Leads, Customer outreach (Outbound Calls, Relay SMS), setting and/or hosting appointments, and Lead prioritization
• Education & Experience: HS Diploma or GED required; undergraduate degree preferred, 2+ years related experience working with customers and or sales in any capacity or equivalent, Notary License (preferred), Previous supervisory or demonstrated ability in providing direction, decision making, coaching Oversight of Customer Service, Proven ability to meet and exceed Customers' expectations, Strong organization skills to handle multiple tasks in a fast-paced environment, Effective verbal and written communication skills, Sound judgment in decision making and problem solving, Ability to multi-task and maintain order in the Store, Good working knowledge of Outlook, Lotus Notes, Word and Excel, Ability to supervise and lead others, Ability to provide community services

Requirements

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

Qualifications

• Never: 0%
• Occasional: 1-33%
• Frequent: 34-66%
• Continuous: 67-100%

Skills

• Customer Accountabilities: Delivers Customers end-to-end advice they expect: (1) building trust with educational content & tools, (2) providing consultative support, and (3) advocating for them with proactive insights & recommendations
• Operational Accountability: Strong working knowledge of all operational systems and databases, Responsible for Vault Management, including the auditing, reporting, and balancing. Manages the Store currency levels, tracks currency shipments and deliveries, Requires process management knowledge and a good understanding of the business and operational function areas supported as they lead the operational standards of the Store, including but not limited to cash handling, control of negotiable items, preventing fraud, managing controllable expenses, promoting integrity, Customer privacy and colleague safety

Benefits

Commensurate with experience

Pay

$24.00 - $33.50 USD

Schedule

Hours 40