Customer Service Supervisor

Equal Opportunity Employer

Customer Service Supervisor

Reports to: Branch Manager

Manages: CSR staff at the assigned branch

Status: Non-Exempt

Summary Description

Responsible for supervising and coaching the CSR staff. Ensures delivery of City’s phone and CSR service standards to provide excellent customer service. Leads and coaches CSR staff to identify customer needs and act on referral opportunities. May open new accounts and deliver additional services at the branch. Ensures cash and branch audits are completed per branch guidelines.

Essential Functions

• Supervises and coaches CSR staff

• Ensures delivery of City’s customer service standards to provide excellent customer service, resolve routine and complex problems and identify customers’ financial needs

• Accurately processes routine bank transactions including but not limited to check cashing, deposits, withdrawals, account transfers and loan payments

• Maintains and balances a working cash supply

• Displays a positive and professional attitude at all times

• Maintains current knowledge of bank products and services

• Works closely with Manager and branch team to generate new business

• Seeks opportunities to refer to other lines of business to include mortgage, cash management, commercial and trust

• Actively participates in branch campaigns and incentives

• May open new accounts and deliver additional services at the branch

• May be responsible for branch vault or ATM cash, or serve as a backup for these roles

• Completes all training within predetermined time limits

• Adheres to all bank regulatory, audit, and compliance policies and procedures

• Reasonable accommodations may be made to enable individuals

Position Requirements

• High school diploma or equivalent

• Previous supervisory experience preferred

• 1-2 years of retail/customer service experience required, with sales experience preferred

• Displays professional dress and demeanor

• Personal computer proficiency

• Cash handling experience preferred

• Typically the employee may sit to perform work; however, there may be some standing, walking, bending and lifting 5–10 lbs

• Work is generally performed indoors in environmentally-controlled conditions

Critical Skill/Expertise

• Excellent customer service and sales skills

• Excellent oral communication and listening skills

• Knowledge of (or ability to learn) the bank’s operating systems, policies and procedures