Universal Supervisor - Floating

About the role

Join our team as a Universal Supervisor and unlock endless opportunities for personal and professional growth. As a Universal Supervisor, you will be the face of our bank, delivering world-class service and building lasting relationships with our valued customers by providing a seamless customer experience. The primary function of this role is to monitor customer service transactions and provide work direction to other Universal and Teller staff.

Responsibilities

• Supervises the traditional teller service area to ensure customer service and compliance objectives are consistently met.
• Guides and trains other Universal and teller employees; meets work and cost standards; completes balances; records night deposits; maintains security; protects and promotes bank’s image.
• Manages a high level of quality customer service at all times from each Universal employee, specifically embracing and demonstrating MAGIC of customer service strategies.
• Provides input to performance evaluations for Universal and teller employees.
• Coaches and counsels Universal and teller staff on a regular basis about policies and procedures.
• Provides guidance and direction to other Universals and tellers.
• Manages schedule for shifts/lunches to ensure branch coverage.
• Provides on-the-job training for Universals on an as-needed basis.
• Monitors staff to ensure compliance with Firstrust’s policies and procedures.
• Sets a positive example in all areas of leading the Universal and teller team.
• Works with staff daily to keep them motivated to exceed referral goals.
• Opens deposit accounts.
• Builds relationships and sells consumer credit products with an NMLS license.
• Leads by example by meeting goals in all sales activities.
• Supports, coaches, and motivates the team to exceed sales activity goals and product referrals.
• May be involved in developing and implementing recognition and improvement plans.
• Helps champion all sales, service and Firstrust strategic initiatives.
• Helps Branch Manager and/or Assistant Manager develop tactics to ensure branch is meeting its goals.
• Attends quarterly Job Family meetings in person at Corporate Headquarters.
• Makes decisions and provides Supervisor Overrides for transactions within their supervisor authority level limits.
• Manages branch vault, daily settlement, and dual control for all Universal and Teller staff.
• Manages branch differences and reports daily.
• Leads and works with branch employees to locate cash discrepancies.
• Manages unusual window transactions and answers difficult customer and Universal and Teller questions.
• Performs a variety of customer service transactions as needed.
• Verifies money received or sent for cash shipments.
• Ensures all work is completed accurately and follows up with any outstanding items.
• Ensures compliance with all Bank policies and procedures and federal regulatory guidelines.
• Ensures compliance with all audit and security procedures.
• Communicates to staff on new policies and procedures.
• Conducts surprise Universal and Teller cash audits monthly.
• Conducts required audits on official checks, money orders and counter checks.
• When needed, conducts audits, i.e., drawer, vault, ATM etc.
• Complies with all opening and closing procedures.
• Demonstrates behaviors consistent with our Mission/Values.
• Holds others accountable and insists the team demonstrates the behaviors consistent with our Mission/Values.
• Demonstrates teamwork through flexibility and maintains effective communication with other departments to achieve Community Banking objectives and goals.
• Partners with all areas of the Bank to provide seamless service to our customers.
• Continuously looks for ways to improve the overall team performance.
• Sets the tone for the Universal and Teller team around the urgency of meeting and exceeding the customers’ needs and expectations.
• Assists in the development of new business for Firstrust.
• Is alert to expressed customer/prospect needs to suggest appropriate services.
• Directs customers to appropriate person to establish business relationships.
• Demonstrates teamwork through flexibility and maintains effective communication with others in the Branch.
• Performs other responsibilities as requested by branch management.

Physical and Sensory Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Ability to learn and sell bank products and services.
• Ability to function in a financial institution/branch environment and utilize standard office equipment.
• Outgoing and proactive with strong listening and verbal communication skills.
• Some physical requirements include but are not limited to lifting heavy coin trays and standing or sitting for prolonged periods of time while working on a computer.
• Willingness to travel locally to attend training or support bank staffing needs.

Requirements

• High School diploma or equivalent.
• Minimum of one year of customer service experience, preferably in a banking or retail environment with cash handling experience.
• PC Literacy.
• Strong interpersonal and communication skills, with the ability to build rapport and establish trust with customers.
• Excellent judgment, decision and problem-solving skills.
• Ability to maintain confidentiality, use tact and diplomacy.
• Detail-oriented with excellent organizational and multitasking abilities.
• Proficient in using banking software and technology, with a high level of accuracy in cash handling and transaction processing preferred.
• Knowledge of banking regulations and compliance standards preferred.
• Ability to adapt to changing priorities and work effectively in a fast-paced environment.
• Positive attitude, with a genuine passion for helping others and providing exceptional customer service.
• Commitment to personal and professional growth, with a desire to learn and develop new skills.
• Professional demeanor and appearance, reflecting our bank's commitment to excellence.

Preferred Qualifications

• Additional education in finance or related field.
• Experience with Salesforce or comparable CRM.
• NMLS or Notary.