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Customer Service Supervisor
3 months ago
Mohegan Lake
Salary Range:
$29.67/hr
- $38.47/hr
The Customer Service Supervisor oversees the day-to-day activities of the Customer Service Representative (CSR) staff by motivating them to provide exemplary client service, meet or exceed sales goals, and to operate in a manner that is consistent with the policies/procedures of Apple Bank, ensuring that the new accounts area of the branch operates effectively.
The incumbent provides instruction and training to CSRs, delegates, and oversees daily work assignments, prepares schedules, maintains records, evaluates performance, and analyzes new account reports.
The Customer Service Supervisor is also responsible for performing duties related to sales operations, building long-term relationships through the identification of client financial needs, and providing appropriate product recommendations.
ESSENTIAL DUTIES & RESPONSIBILITIES- Oversee the performance of Customer Service Representatives, ensuring sales goals are being met and transactions are being processed in accordance with Bank policies and procedures; promote exceptional client relations when opening accounts by rendering prompt and efficient customer service.
- Delegate daily work assignments, prepare schedules, and maintains records/departmental files; provide leadership to the CSR staff to assist them in achieving individual and branch production and revenue goals.
- Train, as well as counsel staff; assist Branch Manager in the conduction of performance appraisals.
- Mentor newly hired CSRs, imparting knowledge regarding products and services that Apple Bank has to offer.
- Serve as a contact for client problem resolution.
- Support daily operations of the branch, including timely and efficient completion of client transactions while maintaining accurate records and ensuring the proper handling of all monies assigned.
- Provide guidance to customers regarding the opening of new accounts by explaining appropriate product and services offerings that meet their needs; gather information required to process new and existing accounts; communicate internal rules and regulations covering transactions and FDIC protection.
- Promote new business by uncovering customer financial needs and offering additional products and services; identify opportunities to develop relationships with new, existing, and prospective customers.
- Refer customers to a licensed representative of ABS Associates of NY, Inc. when appropriate.
- Access electronic financial information to answer questions related to specific accounts.
- Conduct weekly sales, service, and product knowledge meetings.
- Comply with regulatory, security, and audit policies and procedures; adhere to Bank's Code of Conduct.
- Maintain operational controls to ensure safety and security of client and Bank assets.
- Assist with the opening and closing of the cash vault.
- Ensure that the customer area is kept orderly and properly supplied (deposit and withdrawal tickets, ATM envelopes, changing rate boards, changing dates on writing desks, etc.).
- Build or maintain technical and professional knowledge by attending educational workshops and training.
- Perform other duties as assigned.
- High School Diploma or GED required; Bachelor's degree preferred.
- 5 years of experience as a Senior CSR/New Accounts Representative or equivalent, plus demonstrated leadership ability in an operations area related to banking or retail operations.
- 1+ years of supervisory experience required.
- Proven history of leveraging financial products and services that provide value to the client.
- Possess strong technical skills and experience to operate teller software and other bankrelated computer programs.
- Proficiency in Microsoft Word & Excel required.
- Excellent customer relations skills and ability to communicate and work well with employees and customers in a cooperative, positive manner.
- Excellent interpersonal and communication skills (verbal + written).
- Comprehensive knowledge of interest calculations for use in dividend adjustments.
- Advanced knowledge of new account operations, including CIP and BSA requirements.
- Thorough knowledge of Apple Bank's rules and regulations governing accounts and services required.
- Display sound judgment, as well as discretion when utilizing confidential information.
- Strong analytical skills and creative problem solver.
- Must be licensed NYS Notary Public.
- May be required to maintain a LAH License.
- Must be able to work weekends and extended hours or at neighboring branch locations when needed.
- We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legallyprotected classes._
