Universal Banker Supervisor- 181st Street

New York, NY (181st Street)

About the Role

The Universal Banker (UB) Supervisor acts as a full-service, single point of contact for Apple Bank clientele by providing prompt, courteous, and efficient service to new and existing customers through the processing of monetary and account-related transactions. The UB Supervisor operates in the capacity of Supervisor, Customer Service Representative, and Teller, providing branch leadership to deliver quality customer service at an enhanced level. This position supports branch sales and service efforts through the acquisition of new clients, offering suitable products/services, performing branch/platform-related functions, and processing account maintenance transactions.

The UB Supervisor has the authority to assume managerial duties when branch management is not present, including approving or overriding transactions, opening new accounts, resolving issues, and educating customers on products/services. They may also refer customers to a licensed representative of ABS Associates of NY, Inc., and support branch management with opening/closing the branch as required.

Responsibilities

• Provide exceptional customer service by engaging clients in a friendly and professional manner and resolving service-related issues timely and efficiently.
• Conduct business ethically, thoroughly communicating the features of Apple Bank’s products, accounts, and services to current and prospective clients.
• Oversee the assigned branch in a leadership capacity in the absence of branch management.
• Approve or override financial transactions, utilizing due diligence and sound judgment to minimize risk and potential loss.
• Assist with the training and mentoring of newly hired Tellers, Customer Service Representatives, and Universal Bankers, ensuring adherence to customer service standards and new account procedures, including CIP and BSA requirements.
• Provide guidance to customer-facing staff in handling difficult or complex problems.
• Assist with the resolution of issues to ensure mutually favorable outcomes for the Bank and customers; escalate issues to appropriate business partners when needed.
• Open/close and oversee the banking office under established guidelines, when required.
• Recognize opportunities to acquire new or additional banking relationships by engaging with customers and prospects to understand their needs and offer suitable products and services; make appropriate referrals to licensed representatives of ABS Associates of NY, Inc.
• Assist in the opening and closing of the vault, safe, and ATM machine, and ensure the customer area is kept orderly and properly supplied (e.g., deposit/withdrawal tickets, ATM envelopes, rate boards, etc.).
• Communicate all disclosures, rules, and regulations covering transactions, as well as FDIC protection, to customers upon opening new accounts.
• Ensure accurate new account record-keeping practices and perform timely follow-up as needed.
• Adhere to regulatory, compliance, security, and audit policies/procedures, as well as the Bank’s code of conduct and operational controls to ensure the safety and security of clients and Bank assets.
• Perform additional duties as requested.

Requirements

• High School Diploma or GED required.
• At least 3 years of retail banking experience in combined Teller/Customer Service Representative roles.
• 1-2 years of bank supervisory experience in either the teller unit or platform required; fully cross-trained preferred.
• General understanding of banking operations (Risk, Compliance, Fraud, Loss, etc.) preferred.
• Prior experience in fostering and developing strong customer relationships.
• Ability to develop and maintain a detailed knowledge of banking products and services.
• Willingness to be cross-trained in other branch functions.
• Excellent problem-solving skills with the ability to provide solutions to customer issues.
• Confident, professional, and positive demeanor when interacting with customers.
• Excellent interpersonal and communication (verbal and written) skills; strong phone skills.
• Strong organizational skills and attention to detail.
• Basic knowledge of Microsoft Office suite (Word, Excel, PowerPoint).
• Sound judgment and discretion when handling confidential information.
• Weekend work, extended hours, or filling in at neighboring branch locations may be required.
• Mandatory training may require occasional travel.

Pay

Salary Range: $27.48/hr - $38.46/hr