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Client Relations Supervisor

2 months ago

San Francisco, California, United States Bank of Utah Full time

Under the guidance of the Branch Manager, the Client Relations Supervisor (CRS) is tasked with fostering comprehensive relationships with clients. The CRS is dedicated to consistently delivering an exceptional client experience by addressing a wide array of financial service requirements. Additionally, the CRS performs standard branch operations and leads the branch team towards achieving set objectives. Compliance with all established bank policies, procedures, and regulatory standards is essential.

Key Responsibilities:

Acts as a mentor and leader, assisting in the development and training of Customer Service Representatives (CSRs). Takes an active role in onboarding new team members and communicates any training needs to management. Serves as a liaison between CSRs and the Branch Manager, ensuring effective communication.

Welcomes and engages with current and prospective clients, employees, and vendors in a professional and inviting manner.

Builds strong, value-driven relationships with clients by engaging in discussions that reveal their current and future financial needs. Provides tailored solutions to ensure clients feel understood, informed, and confident in the bank's offerings.

Encourages a positive work environment with a proactive attitude that aligns with the bank's cultural values.

Efficiently performs a variety of transactions and tasks, including but not limited to:

  • Processing deposits, withdrawals, transfers, check cashing, and loan payments.
  • Providing approvals and overrides for routine transactions within established limits.
  • Maintaining secure cash levels and accurately balancing cash drawers and vaults.
  • Verifying the accuracy of scanned documents for daily branch capture.
  • Collecting information for outgoing wire transfers within specified limits.
  • Conducting basic account maintenance such as address changes and stop payments.
  • Opening and closing various types of accounts while ensuring compliance with Customer Identification and Bank Secrecy procedures.
  • Completing required reports accurately and in a timely manner.
Possesses in-depth knowledge of Bank of Utah's deposit products, applications, and online services, along with a solid understanding of the bank's offerings. Promotes and refers additional bank products/services to clients and converts service opportunities into sales when appropriate.

Proactively develops and leads initiatives to enhance client relationships.

Addresses customer service and efficiency challenges, troubleshooting online and mobile banking issues. Accurately services client accounts and requests in accordance with bank policies.

Maintains current knowledge of banking regulations relevant to the role and completes necessary compliance training.

Actively participates in weekly team meetings, facilitating feedback and training sessions.

Additional Duties:
  • Ensures quality, accuracy, reliability, and timeliness of services provided to both internal and external clients.
  • Builds trust and respect among clients and colleagues.
  • Exhibits professionalism in appearance and conduct.
  • Maintains confidentiality of bank, client, and employee information.
  • Engages in training and professional development opportunities.
  • Demonstrates reliability in attendance and punctuality.
  • Informs clients of additional bank services when appropriate.
Qualifications:
  • High School Diploma or equivalent required.
  • Minimum of two years of experience in branch banking and account management.
  • Previous management experience is preferred.
  • Basic proficiency in computer skills and Microsoft Office Suite.
  • Strong decision-making skills and ability to adhere to complex policies and procedures.
Supervisory Responsibilities:

•Supervises a team of two to five Customer Service Representatives.

Working Conditions:

•Work is primarily conducted in a comfortable office environment, requiring prolonged periods of sitting, standing, and concentration on computer tasks.

•Must be able to lift and move up to 30 pounds of office supplies and equipment.

•This position is not eligible for telework; all duties must be performed on-site.

•Travel may be necessary between branches for training and meetings.

•Regular attendance is a critical function of this role.

Benefits of Employment:

Bank of Utah offers a comprehensive benefits package that supports health, wellness, financial stability, and career advancement. Highlights include:
  • Work-life balance with a Monday-Friday schedule.
  • Competitive benefits including health, vision, dental, and life insurance.
  • 401(k) plan with a 5% match and opportunities for employee stock ownership.
  • Incentive pay.
  • 12 paid bank holidays plus accrued vacation time.
  • Training opportunities for new hires.
  • Learning incentives to enhance banking knowledge and career growth.
  • Volunteer opportunities to positively impact the community.
  • Awards and recognition for embodying the bank's values.