Customer Service Supervisor

4 weeks ago

Foxborough, United States Baycoast Bank Full time

POSITION DESCRIPTION

POSITION TITLE: CUSTOMER SERVICE SUPERVISOR

DEPARTMENT: COMMUNITY BANKING/BRANCH ADMINISTRATION

LEVEL: 105

FLEXIBLE WORK PROGRAM ELIGIBILITY CODE: N/A

FUNCTION:
Under the direction of the Branch Manager and Assistant Branch Manager, the Customer Service Supervisor is at the forefront of customer interactions as part of a branch-based team that provides high quality service that earns the long-term loyalty of our customers. Leverages communication skills and banking knowledge to engage with customers. Understands customer’s needs which will provide financial solutions and advice to resolve issues and help customers achieve their financial goals. Responsible for the daily supervision of the branch teller staff, creating a high-quality service team that earns the long-term loyalty of the customers. Oversees and conducts the accurate processing of various customer transactions. The CSS coaches the teller team in all aspects of relationship development, service, and operations, responding to customer inquiries by answering questions, resolving problems, or referring customers to the appropriate personnel. The Supervisor is responsible for the daily control of the branch’s main vault, distributing and receiving cash to/from the staff. Demonstrates a willingness to do more than is required or expected by embracing the Bank’s mission statement and core values, which will improve results and morale as well as create new opportunities.

RESPONSIBILITIES:
**RELATIONSHIP DEVELOPMENT AND SERVICE**
- Be the face of BayCoast Bank, presenting a professional, friendly and helpful appearance with every interaction and ensuring that the teller staff consistently provides high quality customer service.
- Effectively engages with customer inquiries in a courteous and efficient manner according to the Bank’s problem resolutions procedures.
- Accurately processes various customer transactions.
- Leverages problem-solving by speaking clearly and persuasively in positive and negative situations. Listens and obtains clarification.
- Models and promotes Customer Centric service standards to the teller staff.
- Initiates contact with customers to ensure satisfaction.
- Enthusiastically participates in and supports Bank-sponsored marketing initiatives, sales meetings, training programs and campaigns/contests.
- Promotes a desire to help or serve both internal and external customers, to understand and meet their needs.
- Embraces the Bank’s commitment to Solutions by seeking and recognizing opportunities to refer our customers and new business to different areas of the Bank, BayCoast Insurance, BayCoast Financial Services, Plimoth Investment Advisors, and Baycoast Mortgage
- Uses Salesforce to track identified tasks, leads, and opportunities. Strongly encouraged to utilize and track referrals through Solutions to ensure proper credit and recognition.
- Strives to meet and exceed branch initiatives and goals.
- Seeks and promotes opportunities to provide Merchant Services and Elan credit card products to customers.
- Maintains a current registration with the Nationwide Multistate Licensing System (NMLS).

**STAFFING AND COACHING**
- Manages the daily staffing schedule and maintains a smooth workflow behind the teller line.
- Motivates, trains, and coaches the staff to improve relationship development and service skills.
- Provides guidance to subordinates in the more complex or non-routine aspects of their work.
- Consistently ensures staff adherence to bank policies and procedures regarding branch operations, security, and employment practices.
- Motivates staff to improve product knowledge through periodic testing.
- Exhibits confidence in self and others; inspires and motivates others to perform well. Effectively influences actions and opinions of others; accepts feedback from others. Gives appropriate recognition to others.
- Provides training to new tellers, as needed.
- Coaches each staff member to provide exceptional service by completing monthly Observations and establishing action plans.
- Participates as a “team player” to accomplish branch tasks.
- Helps staff to develop their skills in order to achieve their goals which assist in their career path development.

**OPERATIONAL**
- Responsible for overseeing the daily supervision of the teller line while performing the following duties:

- Responsible for the daily control of the vault, placing orders for cash in order to maintain an adequate on-hand cash supply. Ensures the security of the main branch cash, supplying and receiving cash to/from tellers when needed and is responsible for its settlement at days end.
- In the absence of the manager and when there is no Asst. Mngr. assigned, may be responsible for the daily operations of the branch and monthly and quarterly branch reports.
- Demonstrates complete knowledge of Customer Service Associate (teller) transactions and performs Customer Service Associate (teller) transactions & other

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