Customer Service Supervisor

Job description:

The following is a list of essential functions, which may be subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function.

• Supervise and coach CSR staff and ensure compliance with Bank policies and procedures
• Maintain primary responsibility for settlement of vault cash, ATM, night deposits, and all cash needs of the branch in accordance with Bank policies and procedures.
• Process customer transactions accurately and efficiently, ensuring all required forms are completed properly. Perform customer requested account maintenance including address changes, ID updating, card ordering and check ordering.
• Assist customers with complex customer service issues and questions, coordinate with all areas of the organization to provide timely resolution to all customer requests.
• Promote a positive image of the Bank by identifying customer financial needs and proactively recommending appropriate Bank products and services including investments and residential lending
• Open personal and business accounts adhering to all Bank policies and procedures when opening accounts.
• Participate in new customer relationship onboarding calls and prescribed network wide outbound call campaigns
• Organize work to facilitate a timely and accurate balancing of transactions at the end of the day.
• Provide outstanding customer service while exhibiting a professional demeanor at all times.
• Utilize the customer relationship management system to document customer conversations and send referrals to other departments. Encourage direct reports to utilize system.
• Responsible for operations and compliance items such as CTR’s, cash audits, cash box difference monitoring and offline balancing.
• Conduct wire transfers and supervisor overrides as needed following the proper procedures
• Perform related duties as required

Compliance

• Comply with all applicable regulations and Bank policies regarding employment and employment law.
• Participate in annual compliance and other job-related training.
• Comply with applicable bank regulations, Bank policies and procedures.
• Comply with Bank’s internal privacy and ethics standards.

Relationships and Contacts

Internal: Reports to Branch Manager / Sales and Service Manager; Frequent contact with Branch Team members to discuss sales products, services, policies, procedures and changes; Timely contact with team members from various levels of the bank

External: Frequent contact with current and potential customers regarding products and services; Representation of the Bank through community involvement and volunteerism
 

Education and Experience

• High School diploma or equivalent required; Associate’s or Bachelor’s degree preferred
• Minimum 2 years’ banking experience or relevant work experience

Skills and Competencies

• Knowledge of Bank products and services
• Excellent customer service skills
• Ability to interact well with Team members and customers
• Supervisory and coaching skills
• Strong attention to details and accuracy
• Basic computer skills
• Ability to multi-task and remain organized
• NMLS preferred
• Ability to use sound judgment when making decisions on behalf of the Bank
   

Working Conditions

Traditional office environment with no unusual work conditions; the branch office maintains six day a week operations (Monday – Saturday) with operational hours depending on branch location. All branch Team Members are required to work a minimum of two (2) Saturdays per month.

Penn community Bank is an equal opportunity employer.