Phone Bank Supervisor Jobs (NOW HIRING)

JOB SUMMARY

Under the supervision of the Assistant Branch Manager or other supervisors and or manager, the Universal Banker Supervisor, coaches and guides the Universal Bank Team in the sales and servicing of all bank products and services consistent with Bank policies and regulations. The Universal Banker Supervisor is expected to set the example of meeting or exceeding the expectations of Customer Service Standards and assist Universal Bankers in identifying sales opportunities, cross selling products and services including referrals to branch sales team and brokerage personnel. Must be proficient and able to instruct others in performing a variety of transactions; perform platform functions including account openings and consumer loans. The Universal Bank Supervisor uses 4 Square Coaching and In the Moment Coaching to guide and instruct Universal Bankers in exceeding the customer service standards.

PRINCIPAL RESPONSIBILITIES

Responsible for Generating Business and Deepening Customer Relationships

Partner and guide team to actively support branch sales.

Attains individual sales goals, contribute to team sales goal, develop team in building their goals. Achieve personal goals in the areas of quality account opening and referrals of consumer and business accounts.

Participate in Team Sales Meetings, Sales Campaigns, and Branch focused sales events.

Maintain current and accurate records of sales tracking results.

Cross sell products and services, such as business products, consumer checking, debit cards, E-banking, loan referrals, and other referrals to established affiliates; appropriately to every customer by identifying needs and providing solutions.

Able to conduct and train others in all account opening/maintenance functions.

*DEVELOPMENT OPPORTUNITIES

Maintain and oversee wire authority of up to $75,000.

May interview and complete consumer loan applications.

May perform preliminary underwriting. May close consumer loans.

May be registered for an NMLS number. Maintains a unique Identifier number through the NMLS Federal Registry. Is responsible to provide the unique NMLS number to mortgage applicants as required and requested, number must be included on all written, and electronic communication including, telephone voicemail, text messages, and email signatures and business cards.

May interview customers and complete mortgage applications. May perform preliminary mortgage underwriting functions. Must have an NMLS number.

Responsible for Providing Exceptional Customer Service

Provides efficient, effective, and courteous customer service according to the Bank’s standards. Set the example for the team. Consistently deliver customer service by acknowledging customers immediately, making eye contact, using the customer’s name and giving undivided attention. Using standard greetings and farewells and thanking the customer for banking with us.

Constantly look for ways to improve the customer experience and communicate those ideas to branch management. Use the coaching tools (4 Square Coaching, In the Moment Coaching) to build confidence, set standards and expectations of Universal Bank Team.

Build customer relationships to encourage business retention.

Complete all work with accuracy and in a timely manner.

Address customer complaints and escalate customer complaints to management as appropriate.

Responsible for Adhering to Policies, Procedures, and Ensuring Operational Soundness

Responsible for opening and closing branch with the management team. Perform operational functions and adhere to the policy and procedure as outlined in our Bank’s manuals (i.e., Reg. CC, BSA, etc.)

Perform a variety of transactions to service the customer, including processing deposits, withdrawals, making payments, cashing checks, redeeming bonds, and scan daily work, etc.

Balance transactions and cash at the end of the day and participate in the branch settlement. Balance ATM, Coin Machine, and Cash Vault.

Perform functions such as answering phone, filing, safe deposit box escort, audits, etc. (Winsted Branch Only; serve as receptionist when needed).

Perform all duties in accordance with prescribed regulatory compliance guidelines.

*DEVELOPMENT OPPORTUNITIES

May complete wire transfers.

May assist in new hire onboarding.

Continuously strive to improve personal development through policy, product, and banking knowledge.

Maintain current knowledge of Bank’s products and services as well as policies and procedures.

Attend relevant seminars and courses to update and advance knowledge and skills.

Volunteer for special projects within the scope of your job responsibilities including CRA eligible activities.

Participate in community events and professional relationships for the benefit of the bank.

*DEVELOPMENT OPPORTUNITIES

May be required to travel to other branch locations for meetings and or coverage.

EDUCATION/EXPERIENCE REQUIREMENTS

Associate’s degree or equivalent required with 1 year to 3 years of relevant experience in banking, retail or sales. Supervisory experience preferred. Demonstrated customer service and sales skills. Must possess strong communication, problem solving, and organizational skills. Proven ability to interact in a positive and professional manner with customers and peers. Knowledgeable in all Bank policies and regulations related to branch transactions. Must have full working knowledge of Microsoft Office Suite; Outlook, Word, Excel and PowerPoint. Must be able to work extended or weekend hours. Regular attendance is an essential function of this position.

INITIATIVE

Universal Banker Supervisor tasks are generally standardized, not subject to major variation. Some application of judgment is required in guiding, training Universal Bankers, balancing, night drop, audits, cross selling Bank products and services and in ensuring the proper application of Bank and regulatory policies is followed. Supervision received is intermittent checks with all problems referred to management.

RESPONSIBILITY

Most errors are detected and corrected almost immediately. Failure to follow policies and regulations, such as accepting a fraudulent check, could lead to a monetary loss by the Bank. Most of work verified or checked. Corrections involve some trouble in back checking by others. Poor customer service might lead to loss of business for the Bank. Failure to sell or cross sell will result in lost future revenue. This position has a high degree of access to customer account information. The position has frequent daily contact with customers to process customer transactions. Contacts within the Bank are with immediate peers and supervisor to give and receive routine information.

SUPERVISION

May Supervise 0 to 6 employees in the absence of the Assistant Branch Manager and or Universal Banker II. Responsible for overseeing the quality and quantity of work of employees performing similar work.

POSITION CONDITIONS

Normal. While performing the duties of this job, the employee is regularly required to sit; stand; use hands to finger, handle controls; and talk or hear. The employee is required to stand; walk; reach with hands and arms; and stoop, or kneel. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, monitoring computer screens for long periods of time and the ability to adjust focus. Valid CT Driver’s License.